Competence and Conduct
- Your neighbourhood plan
- Contents insurance RSA
- Shared ownership
- Mutual exchanges
- Right to manage
- Damp, Mould, Condensation
- Listening to Tenants
- Decent Homes Standard
- Hate Crime
- Domestic Abuse
- STAIRs: Social Tenants Access to Information Requirement Scheme
- Achievements and Outcomes
- Complaints and Compliments
- Tenant Voice and Engagement
- Competence and Conduct
Professional Standards at Arches
At Arches, we believe you should be treated with respect, listened to and able to trust the people who provide services to you.
Competence and conduct are about making sure our colleagues have the right skills, knowledge and behaviours to provide a professional, accountable and customer-focused service.
Across the social housing sector, there is a growing focus on helping tenants have confidence in the people and organisations that provide housing services. This aligns closely with our values and the service we want to provide.
At Arches, one of our core values is Steel.
For us, Steel means being professional, accountable and reliable. It means doing what we say we will do, taking ownership of our actions and continually learning and improving. You can find out more about our values and behaviours on our The Arches Way (Our values and Behaviours) page.
What You Can Expect From Us
When you contact us, you can expect our colleagues to:
- Treat you with dignity, respect and empathy.
- Communicate clearly and honestly.
- Act professionally and responsibly.
- Have the skills and knowledge needed for their role.
- Take ownership of helping to resolve issues.
- Listen, learn and continually improve.
Shaped by Tenant Feedback
What tenants tell us matters helps shape the standards we set for ourselves.
Through feedback, complaints, surveys and engagement activities, we've heard that communication, respect, professionalism and accountability matter most to many of our tenants, and these themes are reflected in our approach.
If you feel we have not met these commitments, we want to hear from you. Whether you give us feedback, make a complaint or tell us about a positive experience, your views help us improve our services.
How You Help Hold Us to Account
We regularly review complaints, compliments, tenant feedback, satisfaction surveys, repairs feedback and service performance information to understand what's working well and where we can improve.
We use what we learn to improve our services and support our colleagues to maintain the high standards our tenants deserve.
Further Information
Our approach to professional standards is set out in our Professional Standards and Development Framework, which explains how we support colleagues to develop their skills, knowledge and behaviours, and how we maintain high standards across our services. The Competence and Conduct Standard requires that this is accessible to tenants.
You can find out more by:
- Viewing our Professional Standards And Development Framework October 2026 here.
- Reading The Arches Way - Values And Behaviours, which sets out the values and behaviours we expect from everyone working for Arches.
- Contacting us if you would like to provide feedback on either document.
If you need these documents in a different format, please contact us and we will be happy to help.