Resident Consultation: Code of Conduct

Helping us shape our Code of Conduct

We asked staff, Board and residents to share their views on our proposed Code of Conduct. The consultation launched on 19th August 2026 and closed on 3rd September 2026. We would like to thank everyone who took the time to respond.

The Code of Conduct sets out the standards, values and behaviours that residents can expect from everyone working at Cornerstone. It aims to ensure services are delivered with professionalism, integrity, accountability and respect.

We have reviewed the feedback we received and used it to help shape the next steps.

This page summarises what we were told and what we are doing in response.

Why we asked for your views

We believe that the standards and behaviours expected of those representing Cornerstone should be informed by the views of residents. Your feedback helped us understand what matters most and what residents expect from the people who provide services on our behalf.

During the consultation, we asked for views on:
- What good behaviour from Cornerstone staff, Board members and involved residents looks like
- Whether the Code of Conduct is clear and easy to understand
- How we can help residents feel treated fairly, respectfully and listened to
- Whether the proposed standards reflect resident expectations
- Any improvements that should be made before the code is finalised
Your views helped us check that the proposed code is clear, fair and focused on what matters most to residents.
What this means for you

The updated Code of Conduct will help make expectations and standards clearer across Cornerstone.

Residents should:
- Receive services that are delivered professionally and respectfully
- Have greater confidence in the standards expected of those representing Cornerstone
- Know what behaviours and values underpin our services
- Benefit from more consistent decision-making and communication
- Have confidence that concerns about conduct will be taken seriously
The code supports how we work with residents and each other, helping to build trust and accountability.

Here's what you told us – and what we're doing in response

People who responded told us that phrases such as ‘appropriate channels’ were not always clear. They wanted more information about who to contact in different situations.

We did:
- Clarified who people should contact if they need permission to represent Cornerstone
- Added clearer routes for raising concerns, including the Executive Team, Governance Manager and Chair of the Audit and Assurance Committee
- Added guidance on who to contact when declaring an interest
- Included a link to our Whistleblowing Policy for anyone who needs to raise a serious concern
People who responded told us that the structure, numbered, expectations and role markers made the code easy to follow. They also suggested ways to make its purpose and wording clearer.

We did:
- Updated the introduction to explain why the code has changed
- Added Cornerstone’s values: Ambitious, Responsible, Positive, Kind and Connected
- Removed references to specific systems where more general wording will keep the code clear and up to date
- Clarified which expectations apply to staff, Board members and involved residents
People who responded wanted more practical information about declaring and managing conflicts of interest, including who should be told and how decisions will be recorded.

We did:
- Added clearer instructions about who to tell when declaring an interest
- Explained that relevant conflicts of interest will be reported to the People and Culture Committee
- Strengthened the guidance on how conflicts should be considered and managed
- Clarified who is responsible for providing governance advice
People who responded wanted the code to reflect who people communicate and work today.

We did:
- Added guidance explaining that photos and videos from Cornerstone events should be shared through official Cornerstone channels where photo consent is held
- Clarified that people can share official Cornerstone posts using their personal social media accounts
- Added guidance about Cornerstone’s policies on data and devices
- Added a new expectation covering the responsible use of AI at Cornerstone

Thank you

Your feedback has directly shaped these improvements. We will continue to listen, involve you and share updates as the new Code of Conduct is introduced.

You can read the latest version of our Code of Conduct here:

https://www.cornerstonehousing.net/tenant-policies/

If you would like to get more involved, speak to your Resident Engagement Panel or contact us directly.

Resident Consultation: Code of Conduct

Helping us shape our Code of Conduct

Why we asked for your views

What this means for you

Here's what you told us – and what we're doing in response

You said: Make responsibilities and reporting routes clearer

You said: Make the code easy to understand and use

You said: Give clearer guidance about conflicts of interest

You said: Include guidance for social media, data and new technology