Professional Standards in Housing

Professional Standards in Housing

All employees of West Lancashire Borough Council are expected to follow a set of Behavioural Standards. These standards set out the attitudes, values and behaviours that guide how we work, communicate and treat others. They help ensure that everyone delivers services in a professional, respectful and customer-focused way.

The standards are organised around key themes and describe how employees are expected to behave when carrying out their duties. They apply to all Council employees and support a positive culture of accountability, respect and continuous improvement.

Our Housing Services Code of Behaviours is built upon the Council's Employee and Manager Expected Behavioural Standards. Whilst the Council's standards set out the values and behaviours expected of all employees, the Housing Code explains what those standards mean in practice when delivering housing services. Together, they ensure that tenants and residents are treated with dignity, respect, professionalism and fairness, whilst supporting a culture of accountability, customer focus and continuous improvement. The Housing Code of Behaviours provides clear commitments about how officers and contractors will communicate, behave and work with customers, helping to build trust and deliver high-quality housing services.

Housing Code of Behaviours

Our Commitment to You

We want all our tenants to receive a professional, respectful and high- quality service.

To help achieve this, everyone working in our housing service must meet the Housing Regulators national standards for competence and conduct.

This means our staff and external partners must have the right knowledge, skills, qualifications and behaviours to do their jobs effectively and provide the service you deserve.

What Does This Mean for Tenants?

You can expect our housing staff and Contractors to:

  • Treat you fairly, respectfully and with dignity.
  • Listen to your concerns and respond appropriately.
  • Be professional, honest and accountable.
  • Have the skills and knowledge needed to carry out their role.
  • Continue learning and improving through training and development.
  • Follow clear standards of behaviour and conduct.

These standards help us deliver safe, effective and customer focused housing services.

The code helps ensure that staff and contractors:

Put Customers First

We will:

  • Be approachable and helpful.
  • Listen to your views and concerns.
  • Communicate clearly and respectfully.
  • Keep you informed.

Act with Integrity

We will:

  • Be honest and transparent.
  • Take responsibility for our actions.
  • Make decisions fairly and consistently.
  • Do the right thing, even when faced with difficult situations.

Show Respect

We will:

  • Treat everyone with dignity and fairness.
  • Value diversity and inclusion.
  • Challenge inappropriate behaviour.
  • Create a positive and respectful environment.

Be Professional

We will:

  • Maintain up-to-date knowledge and skills.
  • Follow policies, procedures and legal requirements.
  • Protect your personal information.
  • Deliver services to a high standard.

Work Together

We will:

  • Collaborate with colleagues and partners.
  • Share information appropriately.
  • Learn from feedback and complaints.
  • Continuously improve our services.

When We Visit Your Home

Our staff and contractors will:

  • Carry and display official identification.
  • Explain who they are and why they are visiting.
  • Treat your home and belongings with care and respect.
  • Keep work areas clean and tidy.
  • Minimise disruption wherever possible.
  • Wear protective shoe coverings if requested.
  • Respect your privacy and confidentiality.

How We Make Sure These Standards Are Met

We support our staff and contractors through:

  • Training and professional development.
  • Regular performance reviews.
  • Ongoing learning and skills development.
  • Professional qualifications where required.
  • Monitoring compliance with national housing standards.

 

Want to Know More?

You can read our full Code of Behaviours and associated documents using the links below:

For further information about our Service Standards and Housing Service Commitments please visit the pages below

If you have any questions about our standards or the service you receive, please contact Samantha Ager on Samantha.Ager@westlancs.gov.uk