Clare Sion, Senior Consultant and Catherine Little, Director, Campbell Tickell.
The new Competence and Conduct Standard represents a significant step in the professionalisation of social housing. From October 2026, registered providers will be expected to demonstrate that relevant staff have the skills, knowledge, experience and behaviours needed to deliver high-quality services, supported by robust learning and development arrangements, a clear code of conduct, meaningful tenant involvement, and appropriate qualification pathways for senior housing professionals.
For many organisations, preparation will require more than simply identifying which roles are in scope. It is an opportunity to review culture, behaviours, performance management and workforce development more broadly to ensure the organisation is ready to meet both the letter and spirit of the new requirements.
Boards will need assurance that arrangements meet regulatory requirements and that they are working in practice.
1. Review / adopt your code of conduct with tenants
The standard requires organisations to adopt and embed a code of conduct that sets clear expectations for professional behaviours, values and accountability. Providers should review existing arrangements to ensure they align with the new requirements and support a strong tenant-focused culture. Drawing on our work with the NHF to develop an updated Code of Conduct, Campbell Tickell helps organisations adopt and tailor proven approaches rather than reinventing the wheel. Tenants should play a central role in shaping, scrutinising and reviewing the code to ensure it reflects local priorities and builds trust.
2. Carry out a gap analysis
A structured gap analysis can help identify where existing policies, processes and practices already align with the standard and where improvements are needed. This provides a clear roadmap for implementation and reduces the risk of last-minute compliance activity. Boards should be engaged in the gap analysis process to understand areas of risk, oversee improvement plans and agree how assurance on compliance will be provided in the future.
3. Strengthen tenant engagement
Tenant voice sits at the heart of the new standard. Organisations should ensure tenants have meaningful opportunities to influence and scrutinise the organisation’s code of conduct and relevant policies in particular. This goes beyond consultation and helps build trust and accountability.
4. Assess learning and development needs
Understanding which roles are in scope is an important first step, but organisations should also consider whether their wider learning and development offer is fit for purpose. Reviewing skills, competencies, qualifications and career pathways can help create a comprehensive workforce development plan that supports both compliance and organisational performance.
5. Align performance and capability frameworks
The standard places emphasis on ongoing development and addressing poor performance. Organisations should review appraisal, performance management and capability processes to ensure expectations are clear, behaviours are assessed consistently, and development needs are effectively supported.
How Campbell Tickell can help
Campbell Tickell is already supporting housing providers to prepare for the Competence and Conduct Standard through a tailored range of services, including:
- Gap analysis and readiness reviews against the new standard requirements.
- Code of conduct reviews and development, drawing on our expertise in developing the NHF Code of Conduct to help organisations adopt and tailor robust frameworks that reflect local priorities and strengthen tenant engagement requirement
- Training needs analysis, identifying which roles are in scope and assessing organisational capability requirements.
- Learning and development strategy reviews, creating holistic workforce development plans that strengthen skills, knowledge and behaviours across the organisation.
- Performance appraisal and capability framework reviews, ensuring alignment between organisational values, behaviours and performance expectations.
- Implementation support, helping organisations embed lasting cultural and behavioural change rather than simply achieve compliance.
To discuss , please contact: Clare.Sion@campbelltickell.com or Catherine.Little@campbelltickell.com .
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