Code of Conduct

What the Competence & Conduct Standard Means for You

At Squared, we want every customer to receive a high-quality service from team members who are skilled, professional, respectful and accountable. The Competence & Conduct Standard is a national requirement for social housing providers that helps ensure this happens.

What does this mean for customers?

The Standard requires housing providers to make sure that staff who deliver housing services:

• Have the right skills, knowledge and experience to do their jobs well.
• Receive appropriate training and development.
• Act professionally and treat customers with respect.
• Listen to customers and respond appropriately to concerns and complaints.
• Are held accountable for their conduct and performance.
• Demonstrate behaviours that support safe, fair and high-quality services.

What are we doing at Squared?

To meet the Standard, we are:

• Identifying which roles are covered by the requirements.
• Ensuring team members have the qualifications, knowledge and skills needed for their roles.
• Providing regular training and development opportunities.
• Maintaining a Code of Conduct (our Navigator) that sets clear expectations for professional behaviour.
• Monitoring and reviewing how effectively we deliver our services.
• Taking action where improvements are needed.

How can customers be involved?

The Standard recognises that customers should have a voice in shaping services. We will:

• Share information about our approach to team member competence and conduct.
• Seek customer feedback on our policies and service standards.
• Use feedback, complaints and compliments to help improve our services.
• Provide opportunities for customers to influence and scrutinise the way we deliver services.

What can you expect from us?

You can expect our team members to:

• Treat you with dignity, fairness and respect.
• Be knowledgeable and professional.
• Communicate clearly and honestly.
• Take your concerns seriously.
• Work to resolve issues and provide a good quality service.

Our aim is to ensure that every interaction you have with Squared reflects our commitment to delivering safe, professional and customer-focused services.

Our commitment

We believe our customers deserve services delivered by competent, qualified and professional people. The Competence & Conduct Standard helps us demonstrate that commitment and continuously improve the services we provide.

Competence & Conduct Standard Statement

Find the Competence & Conduct policy in our policy library.