3. Housing Service behavioural standards
4.3 Delivering resident focused services
4.4 Equality, diversity, respect and inclusion
4.5 Competency and professional development
4.6 Health, safety and wellbeing
4.7 Accountability, record keeping and decision making
4.8 Complaints, learning and continuous improvement
4.9 Funds, resources and personal benefit
4.10 Conflicts of interest, gifts and hospitality
4.11 Information governance and confidentiality
4.12 Digital conduct and social media
4.14 Leadership expectations and responsibilities of managers
1. Introduction
The Housing code of conduct sets out the standards of behaviour and is designed to ensure that all interactions are conducted with integrity, respect, fairness, and accountability, helping to create a positive environment for residents, colleagues, partners, and the wider community. By establishing clear expectations, the code supports high-quality services and promotes confidence in the organisation's commitment to ethical and responsible practices.
Everyone working within housing services has a responsibility to uphold these standards and to contribute to a culture that values inclusion, transparency, and continuous improvement. The code provides guidance on how we should conduct ourselves in our day-to-day work, make decisions, manage relationships, and respond to challenges. Adhering to these principles helps ensure that residents are treated with dignity and respect, that resources are used appropriately, and that trust is maintained in the services we provide.
What is the Housing code of conduct?
The Housing code of conduct sets out the standards of behaviour, professionalism, integrity and accountability expected of all employees, managers, contractors and others who deliver housing services on behalf of the organisation. It provides a clear framework for how we conduct ourselves in our daily work, make decisions, interact with residents and colleagues, and uphold the values of the organisation.
The code reflects our commitment to delivering services that are professional, respectful, fair, transparent and resident-focused, ensuring every resident is treated with dignity, respect and fairness. It supports the requirements of the competence and conduct standard by promoting the behaviours, skills and professional standards necessary to provide high-quality landlord services.
How does the code fit with other policies and procedures?
This code of conduct should be read alongside the organisation's wider governance framework, policies and procedures. It does not replace individual policies but provides the behavioural and ethical principles that underpin them.
Relevant policies may include:
- Employee code of conduct.
- Equality, diversity and inclusion policy.
- Safeguarding policy.
- Complaints policy.
- Whistleblowing policy.
- Health and safety policy.
- Data protection and information governance policies.
- Anti-fraud, bribery and corruption policy.
- Resident engagement strategy.
- Disciplinary policy.
- Learning and development policy.
Where specific policies set out detailed requirements, employees and service providers must comply with those requirements in addition to the expectations described in this code.
Who does the code apply to?
This code applies to all individuals involved in delivering housing services on behalf of the organisation, including:
- Executive Directors, Directors and senior managers.
- All permanent, temporary and agency employees.
- Apprentices, trainees and volunteers.
- Contractors, consultants and third-party service providers.
- Any individual acting on behalf of the organisation in the delivery of housing management and landlord services.
Everyone covered by this code is expected to understand, promote and apply its principles in their day-to-day work. Managers have an additional responsibility to lead by example, support compliance and foster a positive culture that reflects these standards. The code is designed to address the standards of behaviour that should be expected form every member of staff.
2. Our commitment
We are committed to providing safe, high-quality, resident-focused housing services that deliver positive outcomes for the communities we serve. We recognise that our residents place their trust in us, and we will work to earn and maintain that trust through our actions, behaviours and decisions every day.
This code of conduct sets out the standards of behaviour, professionalism and accountability expected of all employees working within the housing service. We are entrusted with managing homes, communities, public money, and services that have a significant impact om resident’s lives. We are committed to delivering services that are safe, fair, transparent and resident focused.
This code aligns with:
- The Local Government Association's values and standards.
- The Nolan Principles of Public Life, which are:
- Selflessness – act solely in the public interest.
- Integrity – avoid placing yourself under any obligation that may influence your work.
- Objectivity – make decisions fairly and based on evidence.
- Accountability – be accountable for decisions and action.
- Openness – be transparent and willing to explain decisions.
- Honesty – declare conflicts of interest and act truthfully.
- Leadership – demonstrate and promote high standards of behaviour.
- The social housing regulatory framework.
- Housing competency and professional requirements.
- The Housing Ombudsman’s complaint handling code.
- The council's values, policies and objectives.
3. Housing Service behavioural standards
- We are resident focused – we listen, respond and deliver.
- We are professional – we are competent, accountable and reliable.
- We are inclusive – we treat everyone with fairness and respect.
- We are safe – we prioritise resident wellbeing and property safety.
- We are transparent – we are honest, open and willing to learn.
- We are responsible – we use public resources wisely and act in the public interest.
4. Our core principles:
We will:
4.1 Put residents first
We will listen, respond and act in the best interests of residents and communities.
Employees will:
- Put residents at the centre of service delivery.
- Listen actively to residents’ concerns and feedback.
- Communicate clearly, accurately and respectfully.
- Manage expectations honestly and transparently.
- Seek solutions that improve resident’s outcomes.
- Treat residents with dignity, respect and fairness.
- Ensuring residents have meaningful opportunities to influence and shape our services.
- Delivering services that meet residents' needs and expectations.
4.2 Professional conduct
We will demonstrate competence, integrity, and accountability in everything we do.
Employees will:
- Act with honesty, integrity and professionalism at all times.
- Take responsibility for their actions and decisions.
- Behave in a manner that upholds the reputation of the organisation and the housing profession, always being professional and courteous.
- Maintain appropriate professional boundaries with residents, colleagues, suppliers and partners.
- Avoid conduct that could bring the organisation into disrepute.
- Represent the council positively and professionally.
- Treat residents and colleagues with dignity and respect.
Employees will not:
- Abuse their position of authority.
- Act dishonestly or fraudulently or engage in behaviour that may damage public confidence in the council.
- Accept inappropriate gifts, hospitality, or benefits that may influence decision-making.
- Use offensive, intimidating, abusive or discriminatory language.
Behave in a manner that upholds the reputation of the organisation:
- Demonstrating the highest standards of integrity, honesty and ethical behaviour.
- Taking responsibility for our actions and decisions.
- Maintaining professional standards in all interactions with residents, colleagues and partners.
- Leading by example and promoting a positive organisational culture.
4.3 Delivering resident-focused services
Employees will:
- Treat residents as partners in service delivery
- Listen actively to residents’ concerns
- Communicate clearly and in plan language
- Respond promptly to enquiries and complaints
- Explain decisions and processes openly
- Manage expectations honestly and fairly
- Seek solutions rather than assigning blame.
Employees should recognise that many residents may be vulnerable or experiencing financial hardship, ill health, domestic abuse, or other challenges and must respond with empathy and professionalism.
Employees must:
- Respond to residents in a timely manner
- Treat complaints as opportunities to learn and improve services
- Ensure residents are informed of decision affecting them.
4.4 Equality, diversity, respect and inclusion
Employees will:
- Promote equality of opportunity, diversity and inclusion.
- Respect individual differences and protected characteristics.
- Ensure services are accessible and inclusive.
- Challenge discrimination, prejudice, harassment, and bullying.
- Consider the diverse needs of residents when making decisions.
- Treat all residents, colleagues, and stakeholders with dignity, courtesy and respect.
- Ensure services are accessible and far.
- Value differing backgrounds, experiences and perspectives.
No resident, colleague, or service user should experience discrimination because of their:
- age
- disability
- race or ethnicity
- religion or belief
- sex
- sexual orientation
- gender reassignment
- marriage or civil partnership
- pregnancy or maternity
4.5 Competency and professional development
Employees will:
- Maintain the knowledge, skills, and qualifications required for their role.
- Complete mandatory training and continuing professional development.
- Keep up to date with legislation, policy and best practice.
- Seek advice where matters fall outside their expertise.
- Share learning and good practice with colleagues.
Managers will:
- Support staff development.
- Monitor competency, requirements and compliance.
4.6 Health, safety and wellbeing
The safety of residents is everyone’s responsibility.
Employees will:
- Prioritise the health, safety and wellbeing of residents, colleagues and contractors.
- Comply with all health and safety legislation, policies and procedures.
- Report hazards, risks, incidents and near misses promptly.
- Take immediate action where there is a risk to resident safety.
- Escalate concerns involving building safety, fire safety, electrical safety, gas safety, damp and mould and safeguarding.
- Follow safeguarding procedures whenever concerns arise.
Employees must never:
- Ignore safety concerns.
- Falsify or withhold safety information.
Employees must never ignore or minimise resident safety concerns.
4.7 Accountability, record keeping and decision making
Employees will:
- Keep accurate, timely and complete records.
- Ensure records reflect actions taken and decisions made.
- Follow council policies and legal requirements.
- Be able to explain and justify decisions.
- Cooperate with audits, investigations, reviewed and complaints process.
- Make decisions based on evidence, policy, legislation and professional judgement.
- Be open and accountable for their actions.
- Escalate concerns where necessary.
Poor record keeping undermines service delivery and resident trust and will not be tolerated.
Employees must:
- Acknowledge mistakes and take corrective actions.
4.8 Complaints, learning and continuous improvement
Employees will:
- View complaints as opportunities to improve services.
- Respond to complaints fairly and impartially.
- Learn from resident feedback and service failures.
- Share lessons learned across teams.
- Take action to prevent recurring issues.
Employees should foster a positive complaint handling culture that focuses on resolution and learning.
4.9 Funds, resources and personal benefit
Employees will:
- Use public funds responsibly.
- Ensure value for money in decision-making.
- Protect council assets and resources.
- Avoid waster and inefficiency.
Employees must not:
- Use council resources for personal gain.
- Commit fraud, theft, or misuse of funds.
- Authorise expenditure without appropriate authority.
4.10 Conflicts of interest, gifts and hospitality
Employees must:
- Declare any actual, potential or perceived conflicts of interest.
- Follow council policies regarding gifts and hospitality.
- Avoid situations where their personal interest might influence their professional judgement.
Employees must not:
- Award contracts or services unfairly.
- Accept gifts, payments or benefits that could compromise impartiality.
4.11 Information governance, and confidentiality
Employees will:
- Comply with data protection legislation and council policies.
- Protect and handle personal and sensitive information securely and lawfully.
- Access information only where required for legitimate business purposes.
- Ensure accurate and secure record management.
Employees must not:
Share confidential information without authority
- Access records for personal reasons.
- Discuss or disclose confidential or resident information inappropriately.
4.12 Digital conduct and social media
Employees will:
- Use council systems responsibly.
- Maintain professionalism online.
- Protect confidential information.
- Respect the council’s reputation and avoid conduct online that could damage public confidence in the organisation.
- Use digital systems professionally and responsibly.
Maintain confidentiality when using electronic communications and social media.
Employees must not:
- Publish confidential information.
- Make discriminatory, abusive, or offensive comments online.
- Present personal opinions as official council views without authority.
4.13 Reporting concerns
Housing employees have a responsibility to raise concerns where they believe:
- Residents may be at risk.
- There has been misconduct.
- Policies or legislation are not being followed.
- Fraud or corruption may be occurring.
- Service standards are falling below expected levels.
The council will support employees who raise concerns in good faith and will not tolerate victimisation of whistle-blowers.
4.14 Leadership expectations and responsibilities of managers
Managers and leaders will:
- Demonstrate and model the behaviours outlined in this code, and lead by example.
- Create a culture of respect, accountability, openness, learning and continuous improvement.
- Support employee wellbeing, development and performance.
- Address poor conduct promptly and fairly.
- Ensure staff receive appropriate support, supervision and training.
- Champion resident focused services.
5. Compliance
Failure to comply with this code of conduct may result in disciplinary action and were appropriate, referral to relevant regulatory, professional or statutory bodies.
All employees are expected to:
- Read and understand this code.
- Act and apply its principles in their daily work.
- Confirm annually that they will uphold these standards.
- Complete mandatory conduct and competency training.