Raising professional standards for housing staff and tenants

We are asking for your views on proposed changes to how housing services are delivered.

Professional standards for housing staff

These draft expectations set out how our teams should behave when working with you, and includes:

• treating people with respect, kindness and professionalism
• listening and understanding individual circumstances
• communicating clearly and in plain language
• keeping tenants informed and following up on actions
• being respectful when visiting tenants’ homes
• handling difficult situations calmly and fairly

Learning and development for housing staff

This explains how staff will be trained and supported, and includes:

• training in communication and customer service
• understanding housing policies, procedures and legal responsibilities
• awareness of vulnerability and tenants’ lived experience
• learning from complaints and feedback to improve services
• ongoing development through training, experience and qualifications

Your feedback

We want to understand whether you think these changes would make a real difference to the service you get.

Your feedback will help us improve these policies and the services we deliver.

Service requests

We're asking participants not to make any service requests in this survey. If you need to make a report to Housing, please contact:

• Housing Customer Services on 01273 29 30 30 or housing.customerservices@brighton-hove.gov.uk
• Housing Repairs on 01273 294409 or repairs.helpdesk@brighton-hove.gov.uk