Executive Summary:
Agamemnon Housing Association (AHA) has undertaken a review of its arrangements against the requirements of the Regulator of Social Housing (RSH) Competence and Conduct Standard, which comes into force on 1st Oct 26. The review indicates that the Association is compliant with the Standard and has established the key policies, frameworks and assurance mechanisms necessary to demonstrate that colleagues possess and maintain the skills, knowledge, experience and behaviours required to deliver high-quality landlord services.
The Association has adopted a clear policy framework through its AHA Competence & Conduct Policy, Code of Conduct, Code of Ethics and supporting Learning and Development arrangements. These documents set out expectations regarding professionalism, integrity, accountability, tenant focus and continuous improvement, in line with both the RSH Competence and Conduct Standard and the Chartered Institute of Housing (CIH) Professional Standards.
AHA has established arrangements to ensure colleagues are appropriately trained, supervised and developed. Structured induction programmes, mandatory training requirements, role-specific learning plans, continuing professional development and annual appraisal processes are in place. Training needs are identified through supervision, audits, tenant feedback, complaints learning, regulatory requirements and service reviews, ensuring that learning and development activities remain aligned to operational risks, tenant needs and regulatory expectations.
The Association recognises that competence is demonstrated through practice rather than training attendance alone. Consequently, competence is assessed through supervision, appraisal, performance management, service reviews, complaint investigations, audits and tenant feedback. Where competence gaps are identified, development plans, additional training and performance support arrangements are available to promote improvement and maintain service quality.
AHA has also taken steps to identify those roles that fall within the definition of “relevant staff” under the Competence and Conduct Standard and has established arrangements to comply with qualification requirements applicable to senior housing managers and executives. A qualification compliance plan is being maintained to ensure that any colleagues within scope either hold, or are working towards, the relevant housing management qualification within the regulatory timescales.
The Association’s approach extends beyond direct colleagues. Competence and conduct expectations are incorporated within contractor and service-provider arrangements, with assurance obtained through procurement processes, contract management, performance monitoring, audits and tenant feedback. This supports compliance with the Standard’s requirement to take appropriate steps to ensure relevant staff employed by service providers are also competent and professional.
Tenant influence is embedded within AHA’s governance and assurance framework. Tenants have opportunities to provide feedback on service quality and colleague conduct through complaints, engagement activities and performance scrutiny processes. The Association is strengthening arrangements to ensure tenants can meaningfully influence and scrutinise competence and conduct policies, in line with regulatory expectations.
Future Board oversight and assurance arrangements will become established and include the monitoring of training compliance, qualification requirements, complaints learning, contractor assurance and emerging competence or conduct risks. The Board will receive assurance, from internal audits, that competencies, behaviours and professional standards are being actively managed and that appropriate records are maintained to evidence compliance.
Overall Assessment:
My assessment is that Agamemnon is compliant with the Competence and Conduct Standard. The principal components required by the Standard are in place, including:
- A written competence and conduct policy
- Learning and development policy
- Appraisal and performance management processes
- A Code of Conduct aligned to professional standards
- Qualification compliance planning
- Contractor assurance arrangements
- Tenant involvement mechanisms
- Board assurance and governance oversight.
The remaining priority is to continue embedding the recently developed Learning and Development Policy, maintain qualification compliance arrangements, complete periodic competence audits, and ensure ongoing tenant scrutiny of competence and conduct arrangements. Subject to these continuing improvements, AHA is well positioned to demonstrate full compliance with the Competence and Conduct Standard and its commitment to delivering safe, professional and tenant-focused services.
Carl Dixon
Chief Executive Officer
Agamemnon Housing Association
