We want every customer to be treated with respect, fairness and professionalism when they interact with us.
Earlier this year, we worked with a group of customers to understand what matters most to them and what they expect from our services. We also reviewed customer feedback and complaints to identify how we can continue to improve.
Using this feedback, we've developed a customer-friendly summary of our Code of Conduct. It sets out the standards of behaviour customers can expect from our colleagues and contractors, including being respectful, fair, professional and accountable.
Our Code of Conduct reflects the principles of the National Housing Federation’s Code of Conduct, which promotes high standards of behaviour and puts customers at the heart of decision-making.
The customer-friendly summary also supports the new government Competence and Conduct Standard, which comes into effect on Thursday 1 October 2026. The standard is designed to help make sure customers receive a professional and consistent service. It focuses on two key areas:
- Competence - making sure people have the right skills, knowledge and qualifications for their role
- Conduct - making sure we work professionally and treat customers with respect.
The changes also strengthen the role customers play in shaping, reviewing and improving services.
By setting out these commitments clearly, we're making it easier for customers to understand the standards they can expect from us and reinforcing our commitment to putting customers at the heart of everything we do.