Our promise to you: training for colleagues

Update 6 August 2026: Thanks to everyone who responded to tell us how and when you want us to update you about how we train our colleagues. We've closed the survey to have a look at what you have told us. We'll be in touch with out prize draw winners soon.

This is your next opportunity to influence how Great Places responds to the Competence & Conduct standard, which will come into effect in October 2026. You can see more information about the earlier stages of this consultation below.

Training for Great Places' colleagues

We need your help to influence how Great Places reports back to you about the training we offer to our colleagues. Click 'Take Survey' below to respond to our survey for a chance to win one of three £50 Love2shop vouchers/e-gift cards.

You can find out more about our training for colleagues from Matt Foreman, Chief Customer Officer and Kerry Ogden, People Development Business Partner here:

Prize Draw Terms & Conditions - Activities on this page are open to Great Places and Plumlife customers. All completed entries will be entered into a prize draw to win one of three £50 Love2shop vouchers or e-gift cards. There is no cash alternative available. Please note that tenancy issues may be taken into account when the winner is chosen. All activities will close at 11.59 pm on Wednesday 5 August 2026 and any submissions completed after this time will not be entered into the draw. Winners will be chosen at random and contacted within 15 working days of the closing date.**

Chance to comment on our draft Code of Conduct document

Update 16 July 2026: Our thanks to the customers who told us they'd be interested in having a look at our draft Code of Conduct. This was based on a document written by our customer scrutiny group, Insight with changes made based on what you told us in our consultation in May (details below). Customers were asked to comment on the titles we've used for each section of our Code of Conduct to make sure that these would be easy to understand and would mean something to customers. They also spent time looking at our draft document and made comments about anything they felt we needed to change. We're working on making these changes before our Customer Committee discuss and agree the document in September.

We'll be in touch with our prize draw winners soon. You can still see our draft document at the right of this page

How have we consulted about our Code of Conduct previously?

Update 26 May 2026: Thank you to everyone who contributed to our survey and guestbook to tell us what is important to you about the way that Great Places treats you. We've now closed these activities to have a look at what you told us and to use this to put together a draft document. This is just the first stage of this consultation. There will be more opportunities to influence our draft document and we'll be in touch again in July if you told us you were interested in influencing next steps.

Fairness and respect sit at the heart of Great Places. The Regulator of Social Housing is asking us to strengthen this commitment by working together with customers to define the behaviours and skills they expect from our colleagues — helping us build trust and deliver a better experience for everyone.

How can you influence our promises? Complete the survey and the guestbook below (These original activities are now closed)

Why are we doing this consultation now? Great Places already has policies that explain how colleagues should behave. And what you told us on this site in 2024 has not only been written into our new Customer Experience Strategy, but also led to the customer service training that all colleagues at Great Places will complete over the next few months. There will also be further tailored training for colleagues based on their roles. You can remind yourself about our 'Putting our customers first' consultation in the 'More information' links section

Unfortunately, the inquiry after the Grenfell Tower fire in 2017 found that the people responsible for Grenfell did not always have the correct qualifications for their roles, and that the concerns of the people who lived there were not always heard. A wider government consultation also showed that customers in social housing across the UK did not always feel respected or listened to. As such, the government now requires housing associations to make sure senior staff have the right qualifications. We've also been asked to agree further service promises with customers.

What will you do with my feedback? We'll use what customers tell us to design our promise to you; standards we will ask all of our colleagues to work to. We will use these to make sure that all colleagues act in a way that is in the best interests of the customers and communities we work in.