The Competence and Conduct Standard is a new government regulation which came into effect in October 2026.
The standard aims to:
- Ensure that people working within social housing have the right skills, knowledge and behaviours.
- Make sure that customers are treated with respect, listened to and their views are acted upon.
The standard is split into two areas, which includes:
- Competence - This means that senior housing managers will need to complete relevant qualifications by 2029.
- Conduct - All staff must achieve high standards of conduct & behaviour, and follow set principles.
As part of BCH’s Code of Conduct review, a short survey was sent to gain resident views on the areas that matter most to customers when it comes to expected standards from staff. The survey was sent to BCH’s involved customer base along with residents living in areas highlighted as least satisfied in relation to fairness and respect detailed in the recent TSM results.
We sent the survey according to customer communication preference (via email, text message or letter) and a total of 31 (out of 289) customers participated, representing an 11% response rate.
A staff survey was also completed to ensure values were aligned across the company and with customers. The results highlighted strong alignment on the core values that should underpin the BCH Code of Conduct and consistent themes identified: respect and dignity, honesty and transparency and fairness and equality. The results demonstrated strong agreement on the fundamental behaviours expected from BCH employees.
The Code of Conduct and Competence policy has since been revised to reflect customer feedback. TOWER have also been involved in reviewing this and will be assisting in developing quick reference guide for tenants which mirrors the policy.
BCH’s Learning and Development Policy & Competence and Conduct Policy detail how BCH meets the conditions of the Competence and Conduct Standard in terms of ensuring relevant staff are qualified and the expectations of staff behaviour.