New National Housing Federation (NHF) Code of Conduct

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Earlier this year, we asked you what you expect from the people who work for us and the contractors who deliver services on our behalf.

Thank you to everyone who took the time to share your experiences and views through our Competence and Conduct Consultation. 176 residents responded, giving us a really useful insight into what matters most to you.

You told us that good service isn’t just about getting things done. It’s also about how we treat you along the way.

You told us you want us to:

  • Treat you with respect and kindness – making sure you feel valued and listened to
  • Listen and take action – not just hear your concerns, but do something about them
  • Communicate clearly – keeping you informed and explaining things in plain English
  • Be consistent – making sure you receive the same good standard of service, whoever you speak to
  • Take responsibility – doing what we say we’ll do and following things through
  • Understand your individual needs – recognising that everyone’s circumstances are different and that some residents may need additional support.

You can view a full summary of your feedback here.

Your feedback has also helped shape our new Learning and Development Policy, which you can read here.

Putting your feedback into practice

This is particularly relevant as the National Housing Federation (NHF), who is the trade body for housing associations, has recently published its new Code of Conduct.

The Code sets out five principles covering:

  • Acting in the best interests of residents and the housing association
  • Behaving with integrity
  • Treating others fairly, with respect and empathy
  • Taking responsibility for the impact of your actions
  • Acting with diligence and care

There is a strong connection between these principles and what you’ve told us through this consultation. For us, it’s about making sure the way we work reflects what you expect from us.

That could mean taking the time to explain something clearly, recognising when someone needs information in a different way, following up when we’ve said we will, or simply showing patience and understanding when someone is having a difficult time.

Your feedback is helping us shape our approach in line with the new Competence and Conduct Standard, which comes into effect on 1 October 2026, and how we support our colleagues to deliver good services.

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