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Our Standards

Our Standards

At Halton Housing, we're committed to providing a professional, high-quality service for our customers. Whether someone is a Halton Housing colleague or working on our behalf, such as a contractor or partner, we expect everyone representing Halton Housing to uphold high standards of professionalism and conduct.

As part of new standards being introduced across the social housing sector, we are continually investing in the skills, knowledge, and development of our colleagues to ensure they have the right expertise and behaviours needed to support our customers and communities.

This page brings together information about our approach to colleague conduct, competency and professional standards, including relevant policies and frameworks. We'll also be sharing additional resources and colleague insights here to help explain what these standards mean in practice and how they support the services we deliver every day. 

Professional standards

Professional standards help make sure our customers receive a consistent, respectful and high-quality service, whoever they speak to at Halton Housing. They set clear expectations for how our colleagues work, behave and use their knowledge and skills, helping us build trust, make good decisions and deliver the best possible service.

There are three key policies, procedures and frameworks in place that support these standards and guide the way we work; Professional Standards Policy, Behavioural Framework and Colleague Code of Conduct. Click on the button below to view each document. You'll also find all other policies and procedures here.

 

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What you can expect from us

Policies and procedures (which you can download above) set out our approach in more detail, but in simple terms, they’re about making sure everyone delivering services for Halton Housing has the right skills, knowledge and behaviours to provide a professional, high-quality service.

Whether you're dealing with a Halton Housing colleague or someone working on our behalf, you can be assured that we have measures in place to maintain and continually improve our standards. 

These include:

  • Regular performance and development reviews every six months for our colleagues, supported by regular one-to-one conversations.
  • Ongoing learning and development, including Continuing Professional Development (CPD), to keep knowledge and skills up to date.
  • Relevant training and qualifications, including renewing certifications where required for particular roles.
  • Quality assurance checks to make sure our services meet the standards we expect. This could include call monitoring or post-inspections of completed work.
  • Clear standards of conduct and behaviour for everyone representing Halton Housing, whether they're one of our colleagues or working on our behalf.

Ultimately, it's about making sure you receive a consistent, professional and high-quality service from everyone representing Halton Housing.

FAQs

We know you might have questions about professional standards and what they mean for you. Our FAQs cover some of the things you may want to know, helping to keep things clear, simple and easy to understand.

What are the new professional standards for housing?

The new professional standards are designed to help ensure housing colleagues have the right skills, knowledge and behaviours to provide high-quality services to customers.

 

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Why are these standards being introduced?

The standards are being introduced across the social housing sector to strengthen professionalism, support continuous learning and help improve services for customers.

 

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What do the standards mean for Halton Housing customers?

They help provide assurance that the people delivering services are trained, knowledgeable and committed to working professionally and respectfully.

 

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Will I notice any changes?

Most customers may not notice a significant difference day to day, but the standards support ongoing training, development and service improvement across the organisation.

 

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Do all housing colleagues need professional qualifications?

Different requirements apply to different roles. Some colleagues may need specific qualifications, while others will demonstrate their competency through training, experience and continuous professional development.

 

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How does Halton Housing make sure employees remain competent?

We provide training, development opportunities, regular performance reviews and ongoing support to help colleagues maintain and develop the knowledge and skills they need for their role.

 

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What is the code of conduct?

The Code of Conduct sets out the standards of conduct that colleagues must follow, including acting professionally, treating people with respect and regularly updating their skills and knowledge. It should be read and applied alongside the Behavioural Framework.

 

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What is the behavioural framework?

The Behavioural Framework sets out the day-to-day behaviours expected of colleagues in different roles and gives examples of what they mean in practice. It helps ensure a consistent and professional approach to delivering services and covers things such as communicating effectively and showing empathy and kindness.

 

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How does this help keep customers safe?

Professional standards support safe working practices, compliance with regulations and ongoing training, helping us deliver services safely and effectively.

 

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What should I do if I have concerns about an employee's conduct?

If you have concerns about the behaviour of a Halton Housing colleague or contractor, please contact us. We take concerns seriously and have procedures in place to investigate them appropriately.

 

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Do these standards apply to contractors too?

We expect everyone providing services on our behalf to work professionally and meet the standards required for their role.

 

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How does this support better customer service?

The standards encourage continuous learning and development, helping colleagues build the skills and knowledge needed to deliver the best possible service.

 

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How are customers involved?

We will continue to listen to customer feedback and use it to help shape and improve our services. Customer insight plays an important role in maintaining high standards.

 

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Where can I find more information?

You can find our conduct and competency policies, procedures and supporting information on this page, along with other resources explaining the standards in more detail

 

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