From October 2026, all social housing providers must meet a new national requirement called the Competence and Conduct Standard, introduced and overseen by the Regulator of Social Housing. This standard is designed to make sure residents receive a safe, high‑quality and respectful service, delivered by staff who have the right skills, knowledge and behaviours.
To meet this requirement, we are developing 2 important documents - and we need your help to help shape them:
Workforce development policy
This will explain how we:
- train and develop our staff
- assess performance
- support staff to deliver consistent, high‑quality services
- make sure services continue to improve over time
Code of conduct
This will set out the standards of behaviour residents can expect from our staff, including how we:
- treat and communicate with residents
- make decisions
- listen and respond to concerns
- make sure that fairness, respect and professionalism are in every interaction
These documents will guide how we work, how we support our teams and how we deliver services across housing.
Why your involvement matters
The Regulator of Social Housing needs landlords not only to consult residents, but to show clearly how resident feedback has influenced the final documents.
This means we must be able to demonstrate:
- what residents told us
- what we changed as a result
- how your views shaped the final Workforce Development Policy and Code of Conduct
Your insight will help us make sure these documents are practical, meaningful and focused on what matters most to residents.
We are inviting residents to take part in 2 stages:
Stage 1 – shaping what "good" looks like
We want to understand your expectations and priorities.
Stage 2 – reviewing and improving drafts
We will record all feedback and show how it has shaped the final versions.
Ways to take part
We want to make it as easy as possible for residents to get involved. You can choose from:
- one‑to‑one conversations (in person, by telephone or via Teams)
- small group discussions
- short questionnaires
This work will take place during July and August, ahead of the new requirements coming into force.
Who can take part?
We are contacting residents who are already actively engaged, but this opportunity is open to all residents. Everyone’s voice is welcome.
If you would like to get involved, please contact the resident engagement team:
- telephone 020 8825 9998
Your input will help ensure we not only meet the new national requirements but also deliver services that truly reflect residents’ priorities and experiences.