Decision

RESOLVED that:

A     The Housing Code of Conduct attached at Appendix A to the report be approved.

B     Authority be delegated to the Executive Director for Housing and Environment be authorised to implement the Code across Housing Services.

C     That all employees, managers, agency staff, contractors, consultants and third-party providers delivering housing services on behalf of the Council be required to comply with the Housing Code of Conduct.

D     Authority be delegated to the Executive Director for Housing and Environment to make minor operational and administrative amendments to the Code where required to reflect legislative, regulatory or organisational changes.

Reasons for the decision

The Regulator of Social Housing's Competence and Conduct Standard require registered providers to ensure housing staff have the competence, skills, knowledge and behaviours necessary to deliver safe, effective and resident-focused services. The Housing Code of Conduct provides a clear framework for the behaviours and standards expected of everyone delivering housing services.

The introduction of the Code supports the Council's commitment to meeting its obligations under the Social Housing (Regulation) Act 2023 and the strengthened consumer regulation framework.

The Code directly supports the cultural changes required across the social housing sector following the findings of the Grenfell Tower Inquiry. The inquiry highlighted the consequences of failing to listen to residents and demonstrated the need for housing organisations to place residents at the centre of decision-making and service delivery.

The Code establishes clear expectations for professional conduct, accountability, transparency, record keeping, complaint handling, resident engagement and leadership behaviours, ensuring consistent standards across all housing functions.

The Code supports the Council's objective of rebuilding and maintaining resident trust by ensuring that residents are treated fairly, respectfully and with dignity, whilst providing clear expectations regarding how concerns, complaints and service requests will be handled.

The Code empowers residents by reinforcing commitments to resident engagement, listening to feedback and learning from complaints and service failures.

The Code extends beyond Council employees and applies equally to contractors, consultants and third-party providers delivering housing services on behalf of the Council, ensuring consistent standards regardless of who delivers the service

The implementation of a Housing Code of Conduct demonstrates the Council's commitment to professional standards, continuous improvement and delivering high-quality landlord services.

Consultation with residents and stakeholders will help ensure that the Code is informed by those who receive and deliver housing services, reinforcing the Council's commitment to co-regulation, resident voice and continuous improvement.

Alternative options considered

The alternative option would be not to implement a Housing Code of Conduct.  This option was discounted because it would reduce the Council's ability to demonstrate compliance with the Competence and Conduct Standard, would not provide a clear behavioural framework for housing staff and contractors, and would weaken the Council's approach to embedding a resident-focused culture and rebuilding resident trust.