We’re consulting on a new Code of Conduct that will set out the behaviours and standards expected of everyone involved in Hyde’s work, governance, services and decision-making.
This is to make sure that we all work with the same standards and values. We want residents to receive a consistently great service regardless of the team or individual they’re being served by.
This page is a summary to help residents comment on the draft code, which is still being worked on. Feedback from the consultation will be considered before the Code is finished and presented to our Group Board for formal adoption.
Once adopted, the Code will sit alongside the National Housing Federation Code of Governance. This will help us to comply with regulatory expectations, including the Competence and Conduct Standard.
What are the expected standards of behaviour in the code – a summary:
- Put residents and customers first: act in their long-term interests; listen, respond and explain decisions clearly; and use feedback, complaints and scrutiny to improve services.
- Act with integrity and probity: be honest, transparent and accountable; declare interests, relationships, gifts and hospitality; protect public funds and assets; and never seek, offer or accept improper advantage.
- Treat people with fairness, respect and empathy: communicate professionally; avoid bullying, harassment, discrimination or dismissive behaviour; and challenge actions or language that stigmatise residents, customers or social housing.
- Maintain competence and care: understand role responsibilities, comply with delegated authority and policies, complete required training, act diligently and seek advice where judgement or compliance issues arise.
- Take responsibility for impact: consider how decisions and behaviour affect residents, safety, wellbeing, data, reputation, value for money and regulatory confidence; escalate risks or mistakes promptly.
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How will we make sure we all comply?
The code is not optional. Everyone covered by it must also comply with relevant law, regulation, contractual obligations, Hyde policies, procedures, service agreements and governance requirements.
If an individual does not comply with the code, it may result in disciplinary, contractual, regulatory or governance action.
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Complaints, speaking up and whistleblowing
Everyone – including residents, staff, contractors and stakeholders – should be able to raise concerns if a Hyde representative’s behaviour falls below the standards in the code.
Complaints under the code will be made through the usual complaints channels. We will not retaliate against anyone who raises a complaint, concern or whistleblowing disclosure in good faith.
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Our commitment to this code
The purpose of the code is to support a culture where people do the right thing, act professionally, speak up when something is wrong, learn from feedback and put residents and customers at the heart of decisions and services.
Our ambition is not merely to meet minimum requirements, but to demonstrate excellence in conduct, competence, probity and service.
We'd like your feedback on this draft Code of Conduct