In 2022, a
Review into the UK social housing took place to assess ways of achieving more professionalism in the sector, in which all staff act professionally, listen to their residents, and treat them with courtesy and respect.
The UK Government confirmed in early 2023 that it would amend the then Social Housing (Regulation) Bill (which became law in July 2023) to include new rules around professionalisation – namely the Competence and Conduct Standard.
Earlier this year, the UK government published an eight-week consultation seeking views on a new Competence and Conduct Standard for social housing providers.
With a focus on professionalism, the new standards included an enhanced code of conduct that sets out how all housing staff should behave towards tenants. They also require senior housing managers and executives in relevant roles to undertake qualifications.
The new standard builds on ‘Awaab’s Law’ (also the subject of consultation) to improve quality and empower social tenants to challenge landlords where needed.
Responding to the announcement, Gavin Smart, Chief Executive of the Chartered Institute of Housing, commented:
“As the professional body for housing, we’re committed to supporting the professionalism agenda and welcome the government’s support for this, with a focus on competence and conduct, including mandating qualifications for key senior roles."
“Qualifications are an effective way of ensuring professionals have the required knowledge and skills. But professionalism is more than a qualification; it’s about following a code of conduct and ethics, and displaying the right behaviours, attitudes, and empathy."
Since making these statements, the Competence and Conduct consultation closed, and
the CIH issued a response to the findings on 5th April 2024. Legislation has been paused until after the UK General Election on 4th July 2024.
1. Enhancing training and development
One of the primary outcomes of the Review was the recognition for robust training and continuous professional development. The Review recommended establishing standardised training programs that cover essential areas such as housing law, tenant rights and social policies. Additionally, it suggested ongoing professional development opportunities to ensure that housing professionals stay updated with the latest best practices and legislative changes.
2. Strengthening ethical standards
The Review underscored the importance of upholding high ethical standards across the sector. It advocated for the creation of a comprehensive code of conduct that emphasises integrity, transparency and fairness. This code would serve as a benchmark for all housing professionals, guiding their interactions with tenants and stakeholders. The implementation of such ethical guidelines is crucial for fostering trust and accountability.
3. Promoting empathy and respect
Professionalism in social housing goes beyond technical knowledge and skills; it also involves treating tenants with empathy and respect. The Review recommended incorporating training modules focused on emotional intelligence, cultural competency and conflict resolution. By understanding and addressing the diverse needs of tenants, housing professionals can build stronger, more supportive relationships.
4. Improving communication
Effective communication was identified as a critical area for improvement. The Review called for housing providers to adopt clear, transparent communication strategies. This includes not only providing information but also actively listening to tenants' concerns and feedback. Improved communication helps in managing expectations and resolving issues promptly, thereby enhancing tenant satisfaction and trust.
5. Establishing professional standards
The Review recommended the establishment of professional standards and accreditation systems for housing professionals. By setting clear benchmarks for competency and performance, the sector can ensure that all personnel meet a minimum standard of professionalism. This would involve regular assessments and certifications to maintain high-quality service delivery.
Implementing the recommendations
Following the Review, changes have been made through amendments to the Social Housing (Regulation) bill, which require managers in the sector to be qualified at Level 4 or 5 in housing studies. Many social landlords have introduced comprehensive training programs and adopted the suggested code of conduct.
A summary of the Social Housing Professionalisation Review
can be viewed online.
Big Picture Training has developed several training programs that address the recommendations of the Review but within an Australasian context. Find out more at
www.bigpicturetraining.com
