How we’re implementing the Competence and Conduct Standard: Havebury Homes

The Competence and Conduct Standard was introduced as a national framework to promote high standards and professionalism across the sector, with a clear focus on professionalism and ensuring residents are treated with respect at all times. 
 
At Havebury Homes, training and investing in our teams is a core part of what we do. Since the standard was published, we have really taken the time to understand how it applies across our organisation and who it affects.  

We’re pleased to be in a strong position to meet the new standard, and our focus now is on building on this and continuing to improve, so we can deliver the very best outcomes for our team and residents.  

What are we doing now to prepare? 

Many of our colleagues hold, or are currently working towards, qualifications across a wide range of areas, and we will continue to invest in both role-specific and wider training, beyond what the standard requires.   
 
For example, 26 members of our team have completed, or are studying towards, their CIH qualification. Here is some feedback from our colleagues about their CIH qualifications and the benefit it’s had on delivering their roles:

"Taking part in this qualification has broadened my knowledge of housing and what it means to conduct my role effectively. As I am not from a housing background, the modules have also ensured I have a wider understanding of housing management and how we can deliver the best service for our residents.".

Alongside the above, members of our team are also studying technical qualifications, including:

• Level 2 VRQ Award in Air Source Heat Pump Management and Compliance in Housing.
• Level 4 AAT (Professional Diploma in Accounting).
• Level 4 CIPP (Chartered Institute of Payroll Professionals.

This year, we’ve also rolled out bespoke training in areas such as customer service and supporting vulnerable residents.  
 
This training was developed from real-life, evidence-based learnings, and has really set the stall in how we manage complex cases and make sure services are accessible. This, plus our other training, aims to ensure our whole organisation has the knowledge, confidence and support needed to deliver services that meet the individual needs of residents. 
 
These approaches set clear expectations for both our teams and residents, making sure colleagues are trained, skilled and confident to deliver great services every single time. However, this is not a one-off piece of work, it will be a continuous process, and we’ll continue to learn and develop through resident feedback and insights provided by our teams.  
 
The majority of feedback we receive specifically about our teams from residents is positive, with colleagues described as ‘engaging’ and ‘helpful’, for example. But where feedback is less positive, we will continue to seek to understand the cause of this and make changes, implementing ‘lessons learned’ from these. 

We’re in the final stages of creating a Power BI dashboard, which will bring together feedback in key areas, regardless of where this came from. This includes TSMs, transactional surveys, complaints and compliments, amongst other routes – so there’s clear oversight and visibility of all feedback. 
 
Going back to the spirit of the Competence and Conduct Standard, what our residents are telling us is a key measurement in terms of how well the changes we’re making are embedded, and this will continue and mature moving forward. 

What will we do this year? 

All of this said, we have more practical work planned for the year ahead. We will begin developing a policy and code of conduct, engaging with residents throughout the process and building on what they have already told us about our services and our teams. This work will be underpinned by our values of respect, engaging and fair, which guide everything we do. 
 
We know we’re starting from a good place. At the time of writing this, our resident satisfaction stands at 83% for overall satisfaction, and our most recent Great Place to Work survey shows the positive culture within our organisation. With 87% of colleagues saying Havebury is a great place to work, compared to the average of 54%.  
 
But that’s not to say we’re complacent, and we know this will always be a continuous process. 

An ongoing journey

The Competence and Conduct Standard is a positive step forward, but it’s only the starting point. For us, it is not an end in itself. This, plus our organisational culture, will always be an ongoing journey, shaped by listening to our residents and teams. Going forward, we’ll continue to invest in our people to ensure they feel supported, valued and equipped to carry out their roles to a high standard.

Together, these elements are essential to delivering quality services, which helps to build trust with residents.