Engaging Tenants to Inform Code of Conduct Development

Engaging Tenants to Inform Code of Conduct Development

The Regulator of Social Housing’s Competence and Conduct Standard places a clear expectation on social housing providers to engage tenants meaningfully in shaping the standards of behaviour they experience from housing staff.

Developing a code of conduct that genuinely reflects social housing tenants’ priorities requires more than a one-off consultation. It requires structured tenant engagement and demonstrable evidence that tenant voice has influenced decision-making.

M·E·L Research supports social housing providers to design and deliver high-quality tenant engagement and tenant surveys that inform, test and validate codes of conduct.

We help organisations to:

• Understand what good conduct looks like from a tenant perspective
• Identify behaviours that build trust, respect and confidence
• Explore where tenant expectations are not being met
• Test whether proposed standards feel meaningful, realistic and fair
• Provide clear, auditable evidence for boards and the Regulator

Our Approach: Depth and Assurance

We use a flexible, mixed-method approach that combines qualitative insight with quantitative assurance, ensuring your code of conduct is both tenant-informed and regulator-ready.

In-Person Focus Groups and Workshops

Structured tenant focus groups and workshops explore:

• Experiences of staff behaviour and professionalism
• What respectful and competent service looks like in practice
• Where behaviours fall short of expectations
• What tenants believe should be embedded in a code of conduct

These sessions provide depth, nuance and context that surveys alone cannot capture.

Online Tenant Insight Communities

Our moderated online tenant communities run over an extended period, allowing tenants to:

• Reflect on real-life scenarios
• Respond to draft principles and behavioural standards
• Engage flexibly at times that suit them
• Contribute thoughtfully and honestly

This approach widens participation, supports inclusivity, and generates deeper insight than a single consultation event.

Social Housing Tenant Surveys: Validation, Prioritisation and Evidence

Robust tenant surveys are central to demonstrating compliance with the Competence and Conduct Standard. While qualitative engagement provides depth, quantitative tenant surveys provide the measurable evidence boards and regulators expect.

M·E·L Research designs and delivers tenant surveys that:

• Measure tenants’ perceptions of staff conduct and professionalism
• Assess levels of trust, respect and confidence
• Identify gaps between organisational values and tenant experience
• Prioritise behaviours that matter most to tenants
• Test draft codes of conduct before implementation
• Benchmark performance across services or over time

Our tenant surveys are carefully designed to be accessible and inclusive. We use plain language, multiple formats (online, telephone and paper), and targeted sampling approaches to ensure participation from diverse tenant groups — including those who may not typically engage.

From Insight to Board-Level Assurance

We translate social housing tenant engagement and tenant survey findings into clear, actionable recommendations aligned to regulatory expectations.

Our reporting provides:

• Behavioural priority rankings
• Driver analysis to understand what most influences tenant trust
• Segmented insight by tenure, property type or demographic group
• Clear audit trails evidencing tenant influence
• Board-ready reports referencing the Competence and Conduct Standard

This ensures your code of conduct is not only informed by tenants — but demonstrably shaped and validated by them.

Embedding Ongoing Tenant Voice

Engagement should not end once a code of conduct is launched.

We support social housing providers to embed ongoing tenant surveys into performance and governance frameworks, enabling organisations to:

• Track changes in tenant confidence and trust
• Monitor adherence to behavioural standards
• Identify emerging conduct issues early
• Demonstrate continuous improvement to the Regulator of Social Housing

By combining deep qualitative engagement with robust tenant surveys, and with decades of experience in housing sector market research, M·E·L Research helps providers move beyond consultation towards meaningful, evidenced tenant influence.

Talk to us about Engaging Tenants to Inform Code of Conduct Development

If you are reviewing your code of conduct in light of the Competence and Conduct Standard, M·E·L Research can help you design tenant engagement and tenant surveys that provide both insight and assurance.

Contact us to discuss how we can support your organisation.