We’re committed to providing safe, high-quality services delivered by people with the right skills, knowledge, experience and behaviours. Our Competence and Conduct Policy sets out the standards we expect from colleagues, contractors and service providers who deliver housing management services on our behalf.
The policy focuses on professionalism, fairness, respect, customer service, continuous learning and accountability - helping to ensure customers receive consistent and high-quality services. It is designed to meet the new Regulatory Competence and Conduct Standard 
.
The Competence and Conduct Standard
This is a new national regulatory requirement from 1 October 2026 which aims to:
- make sure people who work in the social housing sector have the right skills, knowledge and behaviours
- ensure customers are treated with respect, and their voices and experiences are listened to and acted on, partly because of the Grenfell tragedy.
The Standard is split into two areas:
- Competence (Training) - senior housing managers and executives from SNG and our relevant service providers will need to complete relevant qualifications by 2029.
- Conduct (Behaviour) – SNG and our service providers will need to consider the conduct and behaviour of colleagues and Board members.
Our Competence and Conduct Policy
To meet the new regulatory standard, we’ve developed a Competence and Conduct Policy.
How customers have helped shape this policy
Customer views have played an important role in developing our Competence and Conduct Policy. We consulted with customers through surveys, engagement activities and our Customer Influence Panel - to understand the behaviours and service standards that matter most to them.
Customers told us they want services that are delivered safely, fairly and respectfully, with clear communication, prompt responses, accountability and a commitment to resolving issues. This feedback has directly informed the standards and expectations in our policy. Customers will continue to have opportunities to influence reviews of the policy and suggest improvements.
How we will measure our performance
We will monitor how we comply with the policy through a range of performance measures. These include:
- Performance reviews of our contractors and service providers.
- Customer feedback
- Feedback gathered through customer engagement activities and the Customer Influence Panel.
- Our performance against the national Tenant Satisfaction Measures (TSM’s). Please see the relevant Tenant Satisfaction Measures below and visit our TSM webpages for details on how we're performing.
Tenant Perception Measures
| Code | Measure |
| TP01 | Overall satisfaction with the landlord |
| TP02 | Satisfaction with the repairs service |
| TP03 | Satisfaction with the time taken to complete the most recent repair |
| TP04 | Satisfaction that the home is well maintained |
| TP05 | Satisfaction that the home is safe |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them |
| TP08 | Agreement that the landlord treats tenants fairly and with respect |
| TP09 | Satisfaction with the landlord's approach to handling complaints |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods |
| TP12 | Satisfaction with the landlord's approach to handling anti-social behaviour (ASB) |
These measures will help us identify areas of good practice and ones where improvements are needed so that we continue to meet the standards expected by customers and the Regulator of Social Housing.
How we will keep customers informed
We’re committed to being open and transparent about our performance. We will share information about how we are meeting our Competence and Conduct commitments through customer reports, reports to the Regulator of Social housing, customer engagement meetings, and updates on our website and other customer channels. We’ll also use feedback from customers to make service improvements and explain how customer views have influenced the actions we take.
By working together with customers, we aim to make sure our services are delivered by competent, professional and customer-focused people who demonstrate the behaviours and standards our customers expect.