How we work

It is vital for the reputation of PCH  that everyone who works for or represents, us is held to the highest standards of conduct. We have adopted the National Housing Federation (NHF) Code of Conduct which sets out the standards expected of staff, board members and certain involved residents. The main principles include:

Meeting your responsibilities

You must fulfil your duties and obligations responsibly, acting at all times in good faith and in the best interests of PCH and for the delivery of our strategic objectives

Representing Plymouth Community Homes

In representing PCH in any capacity, including at external events, in dealings with outside bodies and on social media, you are an ambassador for PCH and must uphold and promote its values, objectives and policies

Conflicts of interests

You must take all reasonable steps to make sure that no conflict arises, or could reasonably be perceived to arise, between your duties at PCH your interests, other duties and relationships.

PCH need to ensure that members of staff and their close relatives do not personally benefit from their connection to PCH. As such you will have been asked to complete a Declaration of Interest Form. You will be asked to review and update this form annually.

 If your situation changes it is your responsibility to tell your line manager and complete a new Declaration of Interest Form. Governance can advise you if you are in doubt. Please contact them on 388364.

Bribery, gifts and hospitality

In your role with PCH, you must not offer, seek or accept bribes or inducements to act improperly or corruptly. You must not seek or accept gifts, hospitality or other benefits from individuals or organisations that might reasonably be seen to compromise your judgement or integrity or place you under an obligation to those individuals or organisations. You must not seek or accept preferential treatment in the provision of benefits such as housing accommodation or employment.

However, there may be occasions when modest gifts may be acceptable. The Gifts and Hospitality Policy provides a framework for gifts and hospitality that may be acceptably received or given.

Funds, resources and personal benefit

Employees must not misuse PCH’s funds or resources, or seek preferential treatment for their benefit.

Confidentiality

You must process information following the law and PCH’s policies and procedures.

Reporting concerns

You must report to the appropriate person within PCH any reasonable suspicions you have about possible wrongdoing in line with PCH policies and procedures.

Respect for others

You must treat all others with respect and consideration.

Working with our residents and other customers

You must be professional, fair and courteous in all your dealings with our residents and other customers.

Professional relationships

Board members, staff and involved residents must maintain constructive, professional relationships with each other, based on a sound understanding of their respective roles.

Learning and development

In partnership with PCH, you must take responsibility for your learning and development, regularly updating and refreshing your skills and knowledge.

Find out more here.

PCH recognises that personal relationships may develop at work.  If this does happen, both parties are responsible for advising their line manager or a more senior manager where appropriate. Employees in a relationship should continue to behave in an appropriate, professional and responsible manner. If we consider the relationship may present a significant conflict of interest (for example between an employee and their manager) we may take appropriate action which could include redeployment.

PCH must be prepared for situations which have the potential to cause significant disruption to day-to-day and critical activity. Managing risk is a key ongoing activity for the business. The Risk And Opportunity Strategy sets out how risks with the potential to adversely impact the organisation will be identified and controlled to minimise either their likelihood, impact or both where possible.

 All staff must consider and follow the PCH Risk Management processes when participating in service planning and delivery.

 PCH also has a Business Continuity Management Policy & Strategy which includes a requirement for each service to maintain a Business Continuity Plan. These plans enable each service to develop custom recovery strategies to enable the continuation of services

PCH aims to conduct a scenario exercise at least once a year to test our Business Continuity arrangements.

PCH has a zero-tolerance policy for Bribery, Fraud and Corruption which may give unfair, unethical or unlawful advantage to an individual, group or organisation whether internally or outside of our organisation. On rare occasions, employees may need to raise concerns about issues such as perceived fraud, bribery or other malpractice so PCH has a Whistleblowing Policy. The Anti-Fraud, Bribery and Corruption Policy also provides more information.

You have a duty to report suspicions as a matter of urgency to:

• A member of the Executive Management Team

• A member of the Senior Management Team

• The Head of Governance

• Via the processes in the Whistleblowing policy or The Anti-Fraud, Bribery and Corruption Policy

If you have any questions regarding the policies please speak to your line manager, or contact one of the people listed.

You may have authorised access to personal data or be exposed to sensitive information as part of your role.  This is governed by the UK General Data Protection Regulations and Data Protection Act.  You must treat all such data carefully and concerning its confidential nature.  Please refer to the Data Protection Policy the Information Security Policy and other relevant information on the dedicated Data Protection site Home (ourpch.co.uk)

Should you have any concerns around the use of any data that you handle as part of your role then please speak to your line manager in the first instance.

Generally, all our media work is carried out by appointed spokespeople. If you are not an appointed spokesperson and are approached by the media please refer the enquiry to the Communications team.

Using Digital & IT equipment and services is an essential tool for PCH and its staff to deliver effective services to residents and support the organisation in achieving its aims and objectives.

Any use of Digital IT equipment and services must be used appropriately, allowing for the flexibility and needs of the organisation and staff whilst meeting its obligations to data security, protection of information and duty of care to company assets (Digital & IT Equipment).

All use of Digital & IT equipment and services is subject to some simple rules and common sense guidelines.  This applies to PCH-issued Digital & IT Equipment and the use of your device if used for accessing PCH information (data) and services (applications).

All of this information (rules and guidance) is outlined in the Digital & IT Acceptable Usage Policy and is easily accessed from the D&IT Department site.

If in doubt or you require any advice or guidance contact the IT Service Desk (ext. 8118)

Security of our data and information is of paramount importance.  Measures are in place to protect PCH against all known threats and risks.  However, these threats and risks are constantly changing, morphing with new threats emerging almost daily.

We therefore also require staff to adopt and apply some common sense measures to further protect the business and its information and data (this also applies to keeping you and your own information safe):

• Never open or click on any links or attachments from any unsolicited, unexpected or untrusted sources (this included emails and web site)

• Always be vigilant and careful when using the internet. What you see is not always what it claims to be!

• Never share devices unless previously agreed with IT

• Always report immediately any loss of equipment or potential data breaches to the IT Service Desk (including your own device if used for business purposes)

• Never share passwords or make them publically known

Remember if in doubt or you have any questions or queries please contact the IT Service Desk:

IT Service Desk 
Ext. 8118 7am to 6pm Monday to Friday

ITservicedesk@plymouthcommunityhomes.co.uk

We set high standards of conduct and performance for our organisation and our employees.

As an employee of PCH you are expected to aim to meet and maintain these standards, which are set out in our policies and in other instructions and guidance.  You are expected to always work in the best interests of the Organisation, its customers and colleagues.

If your conduct or behaviour does not meet the required standards, it may become necessary to investigate the situation and, if appropriate, to take disciplinary action. Full information can be found here.

We consider using disciplinary procedures when there is a need to address conduct or behavioural matters and will address them informally and then formally if appropriate. The disciplinary process is not punitive and seeks to support improvement when behaviours fall short of required standards or when there are serious conduct issues.  We will seek to be supportive and to resolve matters in a timely fashion.

Further information can be found here

We will seek to resolve matters swiftly and therefore in cases of prolonged absence we may consider hearing the case in the absence of the employee who may be invited to enter a written submission or to be represented by a trade union official.

We are committed to providing you with a safe and healthy working environment, this includes an environment that is free from bullying, harassment, discrimination and victimisation.

We value diversity and champion equality and respect and harness everyone’s individuality and creative contribution

Harassment of any kind, discrimination, bullying and victimisation within the workplace are all unacceptable. We have a zero tolerance policy. Every employee has the right to be treated fairly, with respect and dignity. 

If you or if you are aware that other employees are being treated in a manner which you believe constitutes harassment, discrimination, bullying or victimisation please raise your concerns with your line manager in the first instance, or if not appropriate a senior manager or Human Resources. 

Further information can be found here.

Plymouth Community Homes is committed to valuing, promoting and celebrating equality, diversity and community cohesion. In addition to complying with legal and regulatory requirements, it is recognised that understanding the diverse needs of the service users will benefit the communities of Plymouth.

Our commitment to equality and diversity applies to everything we do. 

We oppose all forms of unlawful and unfair discrimination on the grounds of:

• Age

• Disability

• Gender

• Gender Reassignment

• Race

• Religion or belief

• Sexual orientation

• Marriage or civil partnership

• Pregnancy and maternity

Organisations working with us to provide services to the public will need to demonstrate an understanding of, and commitment to and compliance with the legislation. We will develop processes aimed at consistently stipulating this in all contracts and service level agreements. 

PCH will not enter into any contractual relationship with an organisation that does not have a commitment to valuing, promoting and celebrating equality, diversity and community cohesion.

We are committed to working with other organisations delivering services to promote equality and diversity and assist communities, agencies, groups or individuals to maximise their capacity, empowerment and development.

You can read about our commitment in our Equality and Diversity Policy. 

Your line manager will invite you to attend team meetings or Toolbox Talks regularly. The content and format of these meetings vary from department to department. They may provide you with legislation updates, health and safety information, team plan targets, performance and business news. There is an expectation that you will attend and engage at these meetings. As many team members as possible will be asked to attend and it is an opportunity not only to learn but to contribute your ideas and creativity.

PCH recognises the following Trade Unions for consultation purposes; GMB, UNITE (now incorporating UCATT) and UNISON

If you wish to find out more about trade union membership you can speak to a Trade Union Representative or HR who will provide you with their contact details.

Membership fees are determined by the relevant Trade Union and may be deducted directly from monthly salaries via payroll.

Our aim is to actively encourage a culture where concerns about workplace issues are raised openly, managed fairly, resolved promptly and informally whenever appropriate.

If you have a concern or a grievance in relation to certain aspects of your employment that has not been resolved through informal means, then you can use the Grievance Procedure.

The grievance procedure should be used in the spirit of a genuine, reasonable and realistic desire to resolve differences or dissatisfaction. It should not be used for retribution against colleagues or as a method of resisting or blocking the management process. We will always endeavour to take appropriate action to resolve issues but we cannot be required by an employee to take disciplinary action against another.

Repeated or vexatious serial complaints which we believe are without foundation or seek to reopen issues we think are resolved may not be considered and may be considered a disciplinary matter.

In cases of long-term sickness we may need to consider any grievance in the employee’s absence, more information can be found here

Where an employee’s work performance falls short of our required standards or competencies we will first investigate to see if there are any extenuating circumstances, personal or otherwise, which are affecting performance and then look to how we may support their resolution if possible. Employees who are unable to perform at the required standard for whatever reason will enter our performance management program which is designed to ensure that employees are given an opportunity to return to full performance with support and potentially further training. The policy and process are available online and from HR. 

You should make a reasonable effort to get to your place of work as long as you’re not putting yourself at risk.  

There are also local procedures for attendance in bad weather – please discuss with your manager or supervisor 

• If you are desk-based and can work from home then you should do this in cases of extremely bad weather

• If you are a mobile worker/operative you should make every effort to get to your appointments.  If you are unable to attend your appointment or meeting due to bad weather you should contact your line manager or other supervisor by phone as soon as you possibly can.

• Front line/repairs workers – you may need to work in geographical areas to support tenants or vulnerable people

If you are working in the office you are responsible for ensuring that all doors and windows are securely locked in your respective area at the end of each working day. 

When entering or leaving premises, please remember your responsibility to ensure that doors are closed behind you and that the codes to electronic keypads are not provided to any person not employed by  PCH.

Please be alert to unauthorised persons accessing our premises and politely challenge them when concerned, for example, persons tailgating you through security doors or barriers.

If you lose your ID and access card, please report this to the Facilities Management Team as soon as possible.

In the interests of confidentiality and security of information, staff must ensure that they clear their desk of any potentially sensitive information at the end of every day. Where possible, information should be locked in a secure drawer.

Keeping your desk clear will ensure that we protect sensitive data from view of visitors who may be in the offices after hours, allow the cleaners to thoroughly clean our desks and will keep the office appearance tidy and professional. 

At PCH we have an Environmental Management System (EMS) which is certified to the ISO14001 standard.

We have this for four reasons:

1. We want to improve our environmental performance

2. We need to comply with environmental legislation and operate legally

3. It improves our reputation within the housing sector

4. It helps us manage the environmental performance of our suppliers

Every member of staff has a responsibility to comply with the EMS, with some staff having more specific obligations placed upon them as part of their job role – for example a Ranger or a manager in control of a business premise.

In brief your responsibilities under the EMS are:

1. To support PCH in improving environmental performance and help reduce our environmental impact, which usually cuts costs too.

2. Dispose of waste properly and ensure it is separated and put in the right bin or skip.

3. Prevent spills by storing chemicals correctly and make sure you report any environmental incidents to your line manager immediately.

4. Turn off any unused equipment to save energy and reduce our carbon footprint.

5. Drive company vehicles responsibly to reduce fuel use and carbon emissions.

You can find the EMS on the PCH Intranet by typing “environmental management system” into the search box.

We ask that you dress smartly and appropriately for your role as we want a professional image for our customers. 

You may also be required to wear protective clothing (PPE) for some jobs and this will be explained to you on joining.

Your PCH ID pass should only be worn with PCH company lanyards. These are deliberately colour-coded for security reasons. If you lose your pass you must report it straight away to the Facilities Management Team at Plumer House.

Please do not wear denim, t-shirts, flip-flops or any other sort of casual or inappropriate clothing or footwear. 

Shorts can be issued as part of the PCH uniform if required. Please check with your Manager

We have a dress-down day every Friday in Plumer House, or on special occasions for charity, where it is fine to wear more relaxed clothing, but please think about what you’re wearing if you are customer-facing that day.

If you have been given a PCH uniform you should wear this at all times when at work or on PCH business and keep it clean.

At PCH we operate a Quality Management System (QMS) which is certified to the ISO 9001 standard and an Environmental Management System (EMS) certified to the ISO 14001 standard.

We have established sets of processes and procedures across the business that support the effective delivery of operational activity in respect of Quality and Environmental Management. Compliance with these processes will support the delivery of objectives across these areas in line with our wider strategic business plan activities and Environmental Strategy.

Staff have a responsibility to comply with processes and guidelines established within the QMS and EMS with some staff having additional responsibilities and obligations as part of their job roles.

Your primary responsibilities under the QMS are to –

• Ensure procedures and processes are followed

• Deliver operational activities with our customers in mind

• To identify & support continuous improvement initiatives

You can find the Quality Policy and objectives along with the Environmental Policy and Objectives within the QMS via the QA Document Library or Intranet search facility.