The government has responded to the consultation on the new competence and conduct standard for social housing which was issued last year.
This new regulatory standard comes into force in October 2026, requiring all registered providers to ensure senior housing managers and senior housing executives have (or are working towards) specified qualifications in housing management.
This bulletin summarises the standard, highlights consultation changes, and outlines practical preparation steps.
Setting a standard
The standard applies to all individuals providing services connected with the management of the registered provider's social housing, including frontline, tenant-facing staff.
Registered providers must have a written policy on managing and developing staff skills, knowledge, experience and conduct, including steps to ensure staff have the necessary skills, knowledge and experience.
The policy must be regularly updated, fit for purpose, and tailored to different roles. It must cover learning and development, appraisal, performance review, and managing poor performance. An appropriate code of conduct must also be adopted.
Following consultation, registered providers must give tenants meaningful opportunities to influence policy development and code of conduct decisions, ensuring both are accessible to tenants.
The scope of the standard
The qualification requirement applies to people with a substantive role in managing housing management service delivery to social housing tenants.
A "substantive role" means spending the majority (usually over half) of working time managing housing management service delivery, or where this is an important and substantial aspect of their role.
What are housing management services?
"Housing management services" are services provided in connection with social housing management, including tenancy management; repairs and maintenance; estate management; customer services; lettings management; income management; asset management (including building/fire safety); anti-social behaviour management; and capital/major works.
Housing management services do not include the delivery of care and support (e.g. personal care that is provided to a resident in supported housing).
The scope of the functions relating to the standard
In-scope functions are listed in Annex A to the government's Competence and Conduct Policy Statement rather than job titles or roles.
Senior housing managers usually manage direct service delivery to tenants. Annex A lists their functions including customer services; complaints management; tenant involvement; lettings and tenancy management; income management; repairs and maintenance; asset management; anti-social behaviour; estates management; and capital/major works delivery.
Senior housing executives are usually Heads of Services and Directors providing strategic direction and accountability for housing management services. Annex A lists their functions including overall strategic direction and service quality accountability; developing and embedding organisational culture; implementing performance management strategies; and ensuring accessible, customer-focused policies and procedures.
Annex A guidance has been expanded with additional examples. The government clarifies this guidance is not prescriptive but assists providers in assessing which roles meet the definitions.
Timescales for enrolment
The initial proposal of 6-month enrolment (9 months with probation) has been changed to a standard 12-month enrolment period for all staff.
Qualifications criteria
Senior housing managers need level 4 qualifications; senior housing executives need foundation degrees or level 5 qualifications. Higher level qualifications meeting the criteria also satisfy requirements.
Higher-level qualifications (which satisfy requirements without additional qualifications needed) are housing management qualifications that are:
- An Ofqual-regulated qualification higher than level 4 for a senior housing manager, or higher than level 5 for a senior housing executive;
- A foundation degree for a senior housing manager; or
- An undergraduate or a postgraduate degree.
- Qualifications must total over 120 hours.
The course content
Senior housing manager qualifications must develop knowledge and skills in:
- professional practice skills for housing management such as collaborative working and exercising professional judgement and ethical practices;
- equality, diversity and inclusion, and awareness of a range of needs and vulnerabilities (for example, disabilities);
- customer service in housing including effective engagement with tenants and delivering respectful and professional housing services; and
- national housing policy, and law and regulation relevant to housing management in social housing.
Senior housing executive qualifications must develop knowledge and skills in leadership and management in housing management context, and stakeholder engagement and relationship management in housing management.
A more flexible approach
Following consultation, a more flexible approach accommodates diverse sector roles requiring different qualifications, with frameworks for general housing management, technical roles, and cross-tenure roles.
Technical role staff need either general housing management qualifications or relevant technical qualifications (construction, building safety, estate management). Cross-tenure role staff can undertake leasehold/residential property management qualifications or meet general housing management/technical criteria.
This gives registered providers flexibility to choose suitable housing-related qualifications for their staff's roles and organisational needs.
"Top up training"
Following consultation, "top up training" is now a permanent option, allowing staff to supplement training after the transition period (originally a transitional arrangement for partially relevant qualifications).
Staff with partially relevant qualifications don't need full additional qualifications. For example, someone with a quantity surveying degree might only need "top up" training in customer service and tenant engagement, if not already covered.
"Working towards" a qualification
To be "working towards" a qualification, staff must commence and start progressing within 6 months (or 12 months if no course available). After extended absence (e.g. due to sickness, or maternity leave), they must resume progress as soon as reasonably practicable.
Following consultation, the policy allows for other instances where staff may not work towards or complete qualifications within the stipulated timeframe (2 years maximum), including reasonable adjustments for disabilities.
The transition period
Transition periods are 3 years for large providers and 4 years for small providers (under 1,000 units), starting when the standard comes into force. The initial requirement for half of staff to be enrolled mid-transition has been relaxed - landlords should exercise reasonable judgement in phasing enrolment to upskill staff as rapidly as possible.
What next?
With the standard details confirmed, here are suggested action points:
Immediately
- Identify all senior housing executives and senior housing managers within scope using the guidance in the Policy Statement
- Assess which service providers deliver comprehensive social housing management services
- Review existing staff qualifications against new criteria.
- Identify staff requiring full qualifications versus top-up training.
By October 2026:
- Develop written policies on learning and development, appraisal and performance management.
- Adopt codes of conduct for relevant staff.
- Establish tenant engagement mechanisms for policy and code development.
- Ensure policies and codes are accessible to tenants.
During transition period (October 2026 – October 2029/30)
- Large providers (1,000 + homes): Ensure all relevant staff have or are working towards qualifications by October 2029
- Small providers (under 1,000 homes): Ensure all relevant staff have or are working towards qualifications by October 2030
- Exercise reasonable judgement in phasing staff enrolment throughout the transition period.
- Monitor service providers' compliance with qualification requirements.
Ongoing
- New staff in scope must enrol on qualifications within 12 months of appointment.
- Staff must commence courses within 6 months of enrolment (12 months if no course available).
- Staff must complete qualifications within provider's time limit (maximum 2 years).
- Failed qualifications must be retaken or alternative qualification started within 6 months.
