Competence and Conduct Standard for social housing

The conversation around professionalism in social housing has been shaped by powerful evidence - most notably from the Grenfell Tower Inquiry and the government’s consultation that informed the 2018 Social Housing Green Paper. Residents shared a number of serious concerns, including:

• A breakdown of trust between tenants and landlords
• Feeling ignored or excluded from decisions that affect their lives
• A lack of accountability and transparency from housing providers
• Complaints being handled slowly or ineffectively
• Gaps in the skills and knowledge of housing staff
• Poor behaviour, including a lack of respect and courtesy towards residents.

The tragic death of Awaab Ishak further reinforced the urgent need for change, highlighting how poor service, insufficient staff training, and dismissive attitudes can impact the health, safety and wellbeing of residents.

The Social Housing White Paper announced a full professionalisation review, which helped shape the Competence and Conduct Standard. 

The review concluded that real change requires more than just technical skills - it demands a cultural shift across the sector. Respect, accountability, and high-quality service must be at the heart of social housing. While early recommendations stopped short of mandating specific qualifications, new rules were later introduced for senior leaders. This reflects the belief that executives and senior managers are key to leading cultural change and ensuring professional, high-quality services.

These new requirements were introduced through the Social Housing (Regulation) Act 2023, which gives the Regulator of Social Housing the power to set standards relating to the competence and conduct of housing professionals.

In February 2024, the then Department for Levelling Up, Housing and Communities (DLUHC), now Ministry of Housing, Communities and Local Government (MHCLG), launched a consultation on the direction to the regulator to set a Competence and Conduct Standard for social housing. This was one of a series of government consultations on the implementation of the Social Housing Regulation Act. 

CIH responded to the consultation and produced a member briefing on the standard as proposed. 

In July 2025 the Labour government confirmed in a written ministerial statement that the new Competence and Conduct Standard will come into force in October 2026. It noted: “There will be a transition period after this date giving providers additional time to comply with qualification requirements for senior housing managers and executives. Larger registered providers that own 1,000 or more units of social housing will have three years, and smaller providers that own less than 1,000 units will have four years.”

On 30 September 2025, the government published its final Direction to the Regulator of Social Housing, requiring it to set a Competence and Conduct Standard for social housing providers, to commence in October 2026.

The Social Housing Skills Report and Toolkit, produced by CIH and Bailes Partners Consulting, provides a practical framework to help organisations assess and develop the knowledge, skills, and behaviours required across their workforce.

While knowledge and technical skills are often easier to define and evidence, identifying the right professional behaviours can be more complex. These behaviours should be rooted in your organisation’s values and culture.

Some key questions to consider:

• Are your values clearly embedded across your organisation?
• Do staff consistently demonstrate them in their day-to-day work?
• Can you measure or evidence this?
• Are residents aware of these values – and do they reflect their expectations?

The CIH professional standards offer a strong starting point for defining the behaviours housing professionals should consistently uphold.

The Regulator of Social Housing (RSH) will adopt an assurance-based approach, meaning landlords must be able to show they meet the standard – just like the other consumer standards.

Key points:

• The RSH will not provide a single framework of key skills and behaviours
• Organisations must determine what competence and conduct looks like for them
• The regulator won’t necessarily want to see certificates – it’s about systems and outcomes
• You must assess your own workforce and roles in scope
• The emphasis will be on how you ensure staff competence and professional conduct.

To meet the standard you’ll need to show that your organisation takes professional competence and behaviour seriously. Potential evidence includes:

• Records of training needs, qualifications, and plans to close gaps
• Impact assessments of your training and development programmes
• Resident feedback (e.g. complaints, compliments, tenant satisfaction)
• Engagement with residents about expected behaviours
• A clear, embedded code of conduct or professional behaviours
• Memberships of relevant professional bodies
• A workforce development strategy covering training, appraisals, and performance
• Evidence of continuing professional development (CPD).

Boards, committees or cabinets will be the first point of contact for the regulator, so make sure they have the right information to demonstrate compliance.

Functions e.g:

• Customer services management
• Complaints management
• Tenant involvement or empowerment
• Allocations and lettings management
• Tenancy (or licenses) management
• Income management
• Anti-social behaviour management.

Job level: Senior housing manager

Qualification requirements:

A regulated qualification or apprenticeship at level 4 or higher in housing that includes:

• Professional practice skills for housing management such as collaborative working, 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
• National housing policy (including its historical context), and law and regulation relevant to housing management in social housing.

If the qualification does not include all of the outlined content it is considered partially compliant.

Job level: Senior housing executives

Qualification requirements: A regulated qualification or apprenticeship at level 5 or higher in housing that includes:

All of the content required at level 4 (see above) and:

• Leadership and management in the context of housing management
• Stakeholder engagement and managing relationships in housing management.

If the qualification does not include all of the outlined content it is considered partially compliant.

Functions e.g:

• Estate management
• Capital/major works within occupied buildings
• Asset management
• Repairs and maintenance.

Job level: Senior housing manager

Qualification requirements:

• A regulated housing qualification or apprenticeship at level 4 or higher outlined in subsection A
  OR
• A regulated “technical” qualification or apprenticeship at level 4 or higher in one or more of the following areas that is broadly relevant to the role:
  
  • Quantity or building surveying
  • Building management / maintenance, or building studies
  • Construction
  • Building safety or fire safety
  • Estate management
  • Facilities management
  • Housing or property management.

If the qualification does not include the below content, it is considered partially compliant:

• Customer service in housing including effective engagement with social housing tenants and delivering respectful and professional housing services
• Equality, diversity and inclusion, and awareness of a range of needs and vulnerabilities (for example, disabilities).

Job level: Senior housing executives

Qualification requirements:

• A regulated housing qualification or apprenticeship at level 5 or higher outlined in subsection A
  OR
• A regulated level 5 or higher qualification or apprenticeship in the below that is broadly relevant to the role:
  
  • Quantity or building surveying
  • Building management / maintenance, or building studies
  • Construction
  • Building safety or fire safety
  • Estate management
  • Facilities management
  • Housing or property management.

If the qualification does not include the below content it is considered partially compliant:

• Customer service in housing including effective engagement with social housing tenants and delivering respectful and professional housing services
• Equality, diversity and inclusion, and awareness of a range of needs and vulnerabilities (for example, disabilities).

Functions e.g:

Manages delivery of ‘General housing management functions’ and / or ‘Technical housing management functions’. Within both social housing units and other types of leasehold properties.

Job level: Senior housing manager

Qualification requirements:

• A regulated housing qualification or apprenticeship at level 4 or higher outlined in subsection A
  OR
• A regulated level 4 or higher “technical” qualification or apprenticeship outlined in subsection B that is broadly relevant to the role
  OR
• A regulated level 4 or higher qualification or apprenticeship in the below that is broadly relevant to the role in either:
  
  • Leasehold management
  • Residential property management.

If the qualification does not include the below content, it is considered partially compliant:

• Customer service in housing including effective engagement with social housing tenants and delivering respectful and professional housing services
• Equality, diversity and inclusion, and awareness of a range of needs and vulnerabilities (for example, disabilities).

Job level: Senior housing executives

Qualification requirements:

• A regulated housing qualification or apprenticeship at level 5 or higher outlined in subsection A
  OR
• A regulated level 5 or higher “technical” qualification or apprenticeship outlined in subsection B that is broadly relevant to the role
  OR
• A regulated level 5 or higher qualification or apprenticeship in the below that is broadly relevant to the role in:
  • Leasehold management
  • Residential property management.

If the qualification does not include the below content, it is considered partially compliant:

• Customer service in housing including effective engagement with social housing tenants and delivering respectful and professional housing services
• Equality, diversity and inclusion, and awareness of a range of needs and vulnerabilities (for example, disabilities).

• Review your existing qualifications or apprenticeships - If you have existing qualifications work with your employer to compare your current qualification(s) against the qualification content requirements set out for your role level and subsection. This will help you identify if you have an allowed qualification that is relevant to your role and identify if there is any missing content.
  • The policy statement includes details on equivalent/ higher levels of qualifications in section 3.3.
  • Role subsections and qualification content requirements are in section 3.2, and we have also outlined these above. 
• Check your unit transcript - Your certificate should include a transcript listing the units you completed, giving an overview of your learning, you can use this to check that your qualification meets the qualification content requirements for your role subsection.
• Request further details if needed - The awarding organisation or university you studied with may be able to provide the qualification specification or syllabus to help clarify the content if needed. We have listed qualification specifications for our historic level 4 and 5 qualifications, and guidance on CIH validated housing degrees to help you.

If your previous qualification doesn’t meet all of the content requirements, you may complete additional learning in these areas rather than completing another full qualification, CIH’s top-up units can support you.

If you studied with CIH in the past you can find our historic qualification specifications here. These specifications are available to support housing professionals identify whether their achieved qualification meets the standard requirements.  

Housing organisations must make the final decision about if they feel achievement of any historic qualifications sufficiently meet the competence and conduct standard or if further study should take place. 

If you cannot find yours on the list, or are unsure on which qualification you studied, read more below about how to find out.

If you’re unsure which CIH qualification you completed or if your qualification does not appear on this list

You can submit an enquiry, providing as much information as you can regarding your studies.

Replacement certificates 

You can submit a replacement certificate request if you need a copy of your CIH certificate. There is a charge for this service. 

If you completed an undergraduate/ postgraduate degree with a university or a qualification with another awarding organisation, you would need to contact the organisation directly for a replacement certificate.

Section 3.3 of the policy statement states that a person that has an equivalent or higher level apprenticeship or qualification such as a certificate of higher education (CertHE), HNC, DipHE, HND and the Chartered Institute of Housing Professional Qualification (PQ) is not required to also undertake a specified qualification, providing it is at the correct level, and contains the required content for the role.

Please note that these qualifications are not automatically recognised as fully compliant with the Competence and Conduct Standard.  They can be mapped against the content requirements of the standard and if any gaps in knowledge are identified additional training modules of an appropriate volume, quality and level, that cover the missing content can be completed to achieve compliance.

You should contact the university where you studied to obtain a certificate/transcript of modules completed for your qualification (if you do not have them already and need them); you can also ask if a copy of their programme syllabus is still available for you to see.

If your degree is old and the university doesn’t have the syllabus on file, please email professionalstandards@cih.org so that we can check our archive to see if we have any information that can help you.  

CIH offers top up units at level 4 and 5 in relevant topics which can help you to cover any content missing from your qualification. 

Any additional training must be completed within the allowed time frames:

• For those who gain a partially compliant qualification during the transition period, ‘top-up’ training must be completed by the end of the transition period, or within 12 months of completing the qualification where that date is later.  
• Those who complete a partially compliant qualification after the transition period will have 12 months to complete additional training after being awarded their qualification. 

The Institute of Housing Professional Qualification (PQ) ran from 1978 to the early 1990s. This was designed as a three year course studied part time by day release, correspondence course or private study.  It was divided into three parts, each one year of study with exams at the end of each year. All exams had to be passed to progress to the next year. This was graded as a degree equivalent course. The academic syllabus included: 

Part I:

• Housing Studies I: History and Administration
• Housing Finance
• Social Structure and Social Change
• Legal Studies I: The Principles of Law
• Building Studies I: The Principles of Construction.

Part II:

• Housing Studies II: Theory and Practice of Management
• Social Policy and Administration
• Management Studies 1: Organisations, Management and
• Information Technology
• Legal Studies II: Landlord and Tenant
• Building Studies II: Construction, Services and Housing Maintenance Management.

Part III (Final):

• Housing III: Policies and Problems
• Management Studies II: Personnel Management
• Legal Studies III: Applications and Solutions
• Planning and Development.

Optional subjects:

• Housing research
• Housing Associations
• Urban Economics
• Urban Sociology 

In addition to this academic requirement to get full membership candidates also had to complete:

• A project which was a piece of independent research 5,000 – 7,000 words
• A Management Block Course – this was a one week course organised by the colleges teaching the PQ course.  Students undertook management and housing-related exercises
• The Practical Experience Requirement (PER) – this was a log book of work objectives candidates had to undertake and it was signed by a supervisor.
• A copy of the syllabus will be available soon from professionalstandards@cih.org to help you map to the content requirements of the Competence and Conduct Standard.
• CIH offer top up units at level 4 and 5 in relevant topics which can help you to cover any content missing from your qualification. 

From 1991 the Professional Qualification was replaced with validated undergraduate and postgraduate courses that were studied full time, part time or by distance learning.

View CIH validated programmes

Please note that these qualifications are not automatically recognised as fully compliant with the Competence and Conduct Standard. They can be mapped against the content requirements of the standard and if any gaps in knowledge are identified additional training modules of an appropriate volume, quality and level, that cover the missing content can be completed to achieve compliance.

If you have  a housing qualification that is not listed here please contact us at professionalstandards@cih.org

For more information on partially compliant programmes please see the policy statement. 

To be in scope, a person must have a substantive role in delivering housing management services, meaning this forms a significant part of their job (roughly 50% or more).

Roles that are typically out of scope include, for example:

• Corporate services (e.g. HR, finance, legal)
• Strategic housing and enabling roles
• Most care and support management roles
• Volunteers.

Service providers

As well as housing provider teams and colleagues, service providers are also in scope of the Competence and Conduct Standard. These are organisations that deliver housing management services on behalf of a registered provider. They include, for example:

• Arm’s Length Management Organisations (ALMOs)
• Tenant Management Organisations (TMOs)
• Private contractors.

Senior staff at these organisations may be in scope if they are substantively involved in housing management functions.

To find out if you are in scope of requiring a level 4 or 5 qualification as a service provider or contractor there is more information in the government’s policy document, Annex A has helpful guidance for service providers from point 17-33.

If you are a service provider or contractor in scope, you can also follow all processes as outlined on this page for housing professionals.

CIH try to create our qualifications in a way that allows you to contextualise your own working practices in assignments or assessments. However, as some of the qualifications are aimed at the social housing sector there may be certain assessment criteria where this isn’t possible. In this situation a case study or scenario can be used to help you to complete and achieve the assessment requirements. 

This is so the managers of those organisations who are carrying out works on behalf the social housing organisations still understand the rules, regulatory requirements and professional standards that should be upheld when they are providing services to tenants in social housing.

Unfortunately CIH can’t tell individuals if they are in scope or compliant, it is the responsibility of organisations to identify which of their roles are in scope and whether any employees existing qualifications are compliant. The information set out on this page is intended to help you.

There is also detailed guidance about the roles and functions that are in scope in the policy document, remember to check the annex which contains further guidance.

You can also see more detail of which of our qualifications may be relevant to you here.

Checking if it's regulated

If you have a CIH qualification or validated degree read more below, as there is more information there to support you. If you studied a qualification with another awarding organisation you can check on the relevant register whether a qualification is regulated.

• England and Northern Ireland – Ofqual
• Wales – Qualifications in Wales
• Scotland – SQA
• You can also contact your university if you studied a degree or foundation degree.

Alternatively, you can check a certificate to see if it has the regulators logo along with a qualification number which is assigned by the regulator. For example, the CIH Level 4 Certificate in Housing qualification number 601/8136/9.

Checking if it's compliant

Once you've confirmed it's a regulated qualification, you will need to identify:

• Whether your role is in scope at level 4 (senior manager) or 5 (executive)
• Which subsection (A, B, C) your role fits within and check which qualification types are allowed for each subsection
• Then use your certificate transcript or a syllabus for your qualification to check what you studied meets the qualification level and content requirements that are relevant to you in the policy statement Annex A.

No, the competence and conduct policy statement specifies:

“Generic leadership and management courses, and courses in disciplines in such as planning, sociology, social policy and geography are not qualifications in housing management”

If you have a qualification in general management or leadership this will not be recognised and you must complete a housing management qualification that meets the correct requirements in type and level associated with your role.

The CIH Professional Qualification is listed in the policy statement as an allowed equivalent level qualification. You will still need to ensure that the learning you studied meets all of the qualification content requirements set out for subsection A.

We have provided information on the Professional Qualification content in the FAQ above called 'CIH validated housing degree guidance' to help you. 

The qualification content requirements are set out in the policy statement section 3.2, and in the role subsections and relevant qualifications section above.

If you identify that your course didn’t include all of the required content we offer top-up units which may help you.

Depending on your existing qualification and role subsection you may be compliant. 

• Review your existing qualifications or apprenticeships - If you have existing qualifications work with your employer to compare your current qualification(s) against the qualification content requirements set out for your role level and subsection. This will help you identify if you have an allowed qualification that is relevant to your role and identify if there is any missing content.
  • The policy statement includes details on equivalent/ higher levels of qualifications in section 3.3.
  • Role subsections and qualification content requirements are in section 3.2, and we have also outlined these above. 
• Check your unit transcript - Your certificate should include a transcript listing the units you completed, giving an overview of your learning, you can use this to check that your qualification meets the qualification content requirements for your role subsection.
• Request further details if needed - The awarding organisation or university you studied with may be able to provide the qualification specification or syllabus to help clarify the content if needed. We have listed qualification specifications for our historic level 4 and 5 qualifications, and guidance on CIH validated housing degrees to help you.

If your previous qualification doesn’t meet all of the content requirements, you may complete additional learning in these areas rather than completing another full qualification, CIH’s top-up units can support you.

Yes, a level 4 or 5 apprenticeship is listed as an allowed equivalent qualification providing it meets the level and content requirements needed for your role level and subsection.

The qualification content requirements are set out in the policy statement section 3.2, and in the role subsections and relevant qualifications section above.

The chartered member status alone is only applicable to CIH as a professional body and does not equate to a qualification.

The 'experienced professional' and 'executive' routes to CIH chartered membership are not regulated qualifications and therefore are not compliant with the standard requirements. You will need to complete a regulated compliant qualification.

The CIH Level 4 Certificate in Housing Management and Service Delivery is a streamlined level 4 qualification that you may meet the entry requirements for as a chartered member.

You can see our other level 4 and 5 qualifications here.

Being a CIH member will go some way in the longer term to help your organisation provide evidence to the regulator that you are committed to the overall standard and professionalism in the sector.

Exemption available for chartered members – Level 4 Professionalism in Housing unit

If you gained CIH chartered membership status through the experienced professional route and need to complete a level 4 or 5 CIH housing qualification you could gain an exemption for the Level 4 Professionalism in Housing unit (H424).

This exemption recognises your existing achievement so that you can focus on the rest of your qualification without repeating what you’ve already demonstrated.

You are eligible for the unit exemption if:

• You enrol onto to a full CIH level 4 or 5 qualification
• You became a CIHCM via the experienced professional route
• You applied to the experienced professional programme before 1 April 2025
• If you became a CIHCM more than five years prior to the date of enrolment on your course, you may need to provide evidence of CPD.

What to do:

• Let your centre know you’d like to apply for the exemption when you enrol
• Provide the centre with your confirmation from the CIH membership team that you achieved chartered status via the experienced professional route
• If you no longer have this, contact the CIH membership team for a copy
• If you gained CIH chartered membership more than five years prior to enrolling onto your course, we will liaise with your centre to confirm if any additional CPD evidence is required
• The centre will send your evidence to CIH awarding organisation when they register you to the qualification
• CIH will check the evidence and apply the exemption when your centre registers you to the qualification.

Included qualifications:

• CIH Level 4 Certificate in Housing
• CIH Level 4 Certificate in Managing housing Maintenance
• CIH Level 4 Certificate in Housing Management and Service Delivery
• CIH Level 5 Diploma in Housing.

If you have a partially compliant qualification that is relevant to your role subsection, you can complete additional training modules that are of an appropriate volume, quality and level, that cover the missing content to achieve compliance.

We offer top up units that can help you to fill learning gaps so that you don’t need to complete another full qualification.

More information on these can be found here.

These must be completed within the allowed timescales set out in the policy statement.

You can see our level 4 and 5 qualifications here.

At CIH we offer recognition of prior learning, which helps ensure existing achievement is recognised, allowing learners to streamline learning and focus on new knowledge skills and assessment. It can be used to gain exemption from learning or assessment where there is evidence of previous achievement of similar learning and assessment at the required level. 

How it works:

• You discuss evidence of your prior learning with your chosen study centre on enrolment
• You will need to submit documented evidence to the centre for review
• Your study centre will map evidence to the learning outcomes of the relevant unit(s)
• Where evidence maps sufficiently learning or assessment may not be required for some units/ learning outcomes.

The policy statement sets out level 4 and 5 equivalent qualifications section 3.3. 

You can also check which level your qualification is on the government’s website. 

If your qualification is titled “Professional Diploma in Housing” this is a level 5 qualification. 

If you studied a Scottish qualification the levels are different, there is guidance on how to compare qualification levels between England and Scotland here: Qualifications can cross boundaries.

You can submit a replacement certificate request if you need a copy of your CIH certificate. There is a charge for this service. 

If you completed an undergraduate/ postgraduate degree with a university or a qualification with another awarding organisation, you would need to contact the organisation directly for a replacement certificate.