We want residents and customers to receive safe, respectful and high-quality services from people with the right knowledge, skills and behaviours.
Our Professionalism Policy and Code of Conduct explain how we support this commitment. Together, they set clear standards for everyone working for, governing, representing or acting on behalf of West Kent.
The documents support the Regulator of Social Housing's Competence and Conduct Standard, which requires housing providers to have a written policy on competence and conduct, alongside an appropriate code of conduct.
Resident feedback helped shape our approach. Residents told us that respectful behaviour, clear communication, accountability and putting residents and customers first are particularly important, and these principles are reflected throughout both documents.
What is the Professionalism Policy?
Our Professionalism Policy explains how we make sure people working for West Kent have the knowledge, skills, experience and behaviours needed for their roles.
It sets out:
the professional standards we expect
how we support learning and development
qualifications required for some roles
our approach to recruitment, induction and performance reviews
the responsibilities of colleagues, managers and service providers
how concerns can be raised and addressed.
Read our professionalism policy
What is the Code of Conduct?
Our Code of Conduct explains how people working for or representing West Kent must behave. It aligns with the National Housing Federation's Code and regulatory requirements.
It sets expectations for:
acting honestly, fairly and professionally
treating residents and customers with dignity and respect
communicating clearly and keeping residents and customers informed
taking responsibility for decisions and actions
working within the limits of a person's role and competence
speaking up about inappropriate, unsafe or unethical behaviour.
The Code applies to professional interactions with residents, customers, employees, partners and other organisations. It also explains what may happen if someone does not meet the expected standards.
What is the difference between the documents?
The documents work together, but they have different purposes.
The Professionalism Policy explains how we make sure people have the right skills, knowledge, qualifications and support to carry out their roles effectively.
The Code of Conduct explains the standards of behaviour and decision-making expected from anyone representing West Kent.
What does this mean for you?
Together, these documents set clear expectations for everyone working for or representing West Kent. They help make sure you can expect people to:
have the right skills and knowledge to do their job
treat you with dignity, fairness and respect
communicate clearly and keep you updated
take responsibility for their work and decisions
listen to feedback and learn from mistakes
raise and respond to concerns about safety, conduct or professional standards.
If you have a concern about the service you've received, you can make a complaint through our complaints process.
Need this information in another format?
If you need either document in another format, or need help understanding the information, please get in touch.