Published date:
Resident feedback has helped us shape our response to the new Competence and Conduct Standard, ensuring our approach reflects what matters most to the people who use our services.
The standard aims to ensure housing providers have the right skills, knowledge and behaviours in place to deliver high-quality services. We saw this as an opportunity to listen to residents and better understand what professionalism means to them.
Through focus groups, surveys and conversations on the resident portal, residents shared their views on what matters most when receiving services from us.
You said
Residents told us they wanted:
- Fair and consistent services
- Clear and respectful communication
- Greater accountability
- Confidence that feedback leads to action
We listened
We gathered feedback through resident focus groups, telephone surveys and engagement through the community portal. Residents helped us to understand what professionalism looks like from their perspective and where improvements could be made.
We improved
Resident feedback has directly influenced our new Professional Standards for colleagues, as well as our Code of Conduct and supporting policies. These standards set clear expectations for how we work with residents and each other every day.
Our Professional Standards focus on Integrity and Accountability, Communication, Respect and Inclusion, Customer Focus, and Professional Competence, reflecting the qualities residents told us matter most when interacting with our services.
As a result, we have:
- Strengthened our focus on fairness and consistency.
- Raised expectations for clear and timely communication.
- Increased accountability for following through on commitments.
- Reinforced the importance of learning from feedback, complaints and compliments.
- Extended expectations of professionalism, communication and accountability to relevant contractors and service providers.
Looking ahead
Resident feedback has already helped us to shape our new Professional Standards and our approach to meeting the new Competence and Conduct standard. Residents will continue to play an important role in how we improve our services.
We'll keep listening, learning and making changes when things can be done better. Because when residents tell us what matters most, we want to show that their voices lead to real action and lasting change.