This module has been designed to support Competence and Conduct Standard preparation by helping organisations address identified knowledge gaps through focused, role-appropriate top-up learning.

What will delegates learn?

Delegates will explore how equality, diversity and inclusion shape everyday housing practice, service design and resident experience. The course will help delegates understand different forms of vulnerability; recognise barriers residents may face and consider how services can respond fairly, safely and effectively. Delegates will also consider how equality information, resident insight and lived experience can be used responsibly to identify unequal outcomes and improve services.

This course will cover:

• Inclusion in a housing context
• Understanding diversity and difference
• Creating belonging and psychological safety
• Reasonable adjustments and accessibility
• Understanding vulnerability and resident needs
• Challenging stigma and stereotyping
• Unconscious bias
• Micro-aggressions and their impact
• Speaking up and challenging inappropriate behaviours
• Using resident insight and equality information to identify unequal outcomes
• Intersectionality and the cumulative effect of disadvantage.

Practical outcome: delegates will identify actions they can apply in their role and use as evidence of continuing professional development.

Learning outcomes

By the end of the module, delegates will be able to:

• Explain the importance of equality, diversity and inclusion in housing and how these principles should influence service delivery and resident experience
• Recognise different forms of vulnerability and understand how individual circumstances, protected characteristics and other factors can affect residents’ needs and access to services
• Identify barriers that may prevent residents from accessing, understanding or engaging effectively with housing services
• Apply safeguarding principles appropriately, recognising professional responsibilities, boundaries and when concerns should be escalated
• Explain the principles of trauma-informed practice and consider how previous experiences may influence residents’ interactions with housing services
• Adapt communication and service approaches to respond to different needs and make appropriate reasonable adjustments
• Apply EDI and vulnerability considerations to housing decisions, policies and service improvement to support fair, accessible and responsive outcomes.

Who should attend?

This module is suitable for Senior Housing Managers and Senior Housing Executives who need to strengthen their understanding of EDI, vulnerability and inclusive service delivery.

It will be particularly useful for managers responsible for frontline services, tenancy management, resident support, complaints, customer experience, safeguarding, service improvement or policy implementation. It will also benefit leaders responsible for equality strategies, service accessibility, workforce culture or assessing the impact of policies on different resident groups.

Live virtual public training sessions

Equality, diversity and inclusion (C&C top-up module) — 10 December 2026, 9:30am–3:30pm

Equality, diversity and inclusion (C&C top-up module) — 24 March 2027, 9:30am–3:30pm