Changes include a stronger focus on resident scrutiny, influence and oversight alongside new expectations around challenging social housing stigma
The National Housing Federation (NHF) has renewed the code of conduct for its housing association members ahead of the implementation of the new competence and conduct standard this October.
Written by consultancy Campbell Tickell, the revised code aims to support compliance with new consumer regulations by “reflecting today’s expectations around behaviour, culture, accountability and resident involvement.”
The code, which was last updated in 2022, sets out the standards of behaviour expected of everyone who works for, or represents, a housing association and was designed following consultation with residents, housing associations and sector stakeholders.
It was also informed by lessons from the Grenfell Tower Inquiry and reflects how housing associations should include resident voices in decision-making.
Key changes to the code include:
- A stronger focus on resident scrutiny, influence and oversight.
- Clearer expectations around complaints, whistleblowing and resident influence.
- Greater emphasis on transparency, accountability and accessibility.
- Stronger expectations relating to safety, sustainability and environmental responsibilities.
- Better alignment with consumer standards and a renewed focus on fairness, respect and empathy.
- Clearer reporting routes for breaches of the code.
- New expectations around challenging stigma associated with social housing.
- Enhanced guidance on cyber security, data protection and the responsible use of artificial intelligence.
- Stronger emphasis on learning, continuous professional development and risk escalation.
More than 110 stakeholders participated in a consultation survey on the revised code, with residents contributing through workshops, focus groups, advisory groups and discussions with representatives from the NHF’s tenant advisory panel.
The upcoming competence and conduct standard will require all social landlords to adopt, actively embed and enforce a code of conduct for all relevant staff involved in delivering housing services to residents.
Kate Henderson, chief executive of the NHF, said: “Our refreshed code of conduct reflects our sector’s commitment to the highest standards of professionalism, accountability and resident engagement.
“By strengthening expectations around transparency, resident influence, complaints handling and organisational culture, the code will help housing associations continue to build trust and confidence with residents and the communities they serve.”
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