Code Of Practice

Version 1.1 – Adopted 17/10/2025
Next Review – 17/04/2026

At Project HSH (Home Sweet Home), safeguarding, fairness, and accountability come first.
This Code of Practice defines the professional standards that guide all of our advocacy, communications, and data-handling.

1. Independence and Integrity

Project HSH is an independent advocacy initiative.
We are not aligned with, nor influenced by, any housing association, landlord, or political group.

Our sole purpose is to protect tenants’ rights, expose systemic failures, and improve housing standards through lawful, transparent, and fact-based action.

All decisions are made independently of external influence or funding expectations.

2. Advocacy First

We act as advocates for tenants, carers, and residents who may be vulnerable or disadvantaged.

Once advocacy is acknowledged, all relevant communications should be directed to us to ensure safeguarding and reduce unnecessary anxiety for the individual involved.

We always respect and prioritise the voice, consent, and wishes of those we advocate for.

3. No Financial Gain

Project HSH operates on a not-for-profit basis.

Any compensation, redress, or settlement belongs entirely to the affected resident or tenant.
We do not request, accept, or retain any portion of a tenant’s settlement or award.

If a resident voluntarily offers payment, it will be politely declined and recorded for transparency and audit purposes.

4. Professional Conduct

All communications and submissions are:

Fact-based, lawful, and respectful
Supported by verifiable evidence
Referenced to relevant frameworks such as:
- Housing Ombudsman Complaint Handling Code
- Landlord and Tenant Act 1985
- Safeguarding Adults and Children standards
- UK GDPR and Data Protection Act 2018

We maintain accurate records of all cases to ensure a transparent, defensible evidence portfolio.

5. Safeguarding and Confidentiality

All personal information is treated as confidential and handled in accordance with our Privacy Policy and ICO registration (ZC015578).

Personal data is redacted where appropriate.
Sensitive or special-category data (e.g., health impact or disability information) is processed only with explicit consent or under lawful safeguarding exemptions.
Data is stored securely and, where necessary, on offline or “air-gapped” devices to reduce cyber-risk.

No individual will be exposed to risk, harm, or distress through the mishandling of their information or advocacy.

6. Equality and Fair Treatment

Project HSH is committed to equality, diversity, and inclusion.
We support all tenants and residents regardless of race, disability, gender, sexuality, belief, or financial circumstance.

Discrimination, harassment, or victimisation of any kind will not be tolerated within or around our network.

7. Systemic Accountability

We do not only challenge individual failings; we identify patterns of neglect, poor practice, or misconduct.

Where credible evidence indicates systemic issues, Project HSH will escalate such findings to regulators, Ombudsman services, or public oversight.

Our goal is constructive reform, not hostility - ensuring that lessons lead to improvement.

8. Escalation and Enforcement

If any party acts in breach of this Code or undermines advocacy rights, Project HSH may:

Publicly disclose those actions (with redactions for tenant safety and privacy).
Escalate evidence to regulatory bodies, Ombudsman services, or appropriate authorities.
Withdraw advocacy support if cooperation or honesty is compromised.

These actions uphold accountability, transparency, and community trust.

9. Data Protection and Transparency

Project HSH follows the principles of lawful, fair, and transparent data processing.
We are registered with the Information Commissioner’s Office (ICO) under registration number ZC015578, and insured by Markel Direct for professional activities.

Individuals have full rights of access, correction, deletion, and objection regarding their personal data as outlined in our Privacy Policy.

All requests are handled within statutory timeframes.

10. Commitment to Change

Our mission is to transform silence into advocacy, and advocacy into action.
By upholding this Code of Practice, we aim to ensure safer, fairer, and more accountable housing for all.

On behalf of Project HSH (Home Sweet Home)

Matthew King
(Project Founder & Data Protection Lead)

Appendix: Definitions

The following definitions clarify the terms used within this Code of Practice. They should be read alongside the Project HSH Privacy Policy and any supporting compliance documents.

Advocacy

The act of supporting, representing, or empowering an individual (the tenant, resident, or carer) to have their voice heard and their rights respected.
Project HSH’s advocacy is non-legal, voluntary, and aims to reduce power imbalance between tenants and housing authorities.

Advocate

An authorised member or representative of Project HSH who assists a resident in communicating concerns, preparing evidence, or navigating complaints processes.
Advocates are not solicitors and do not offer legal representation or advice protected by legal privilege.

Confidentiality

The duty to protect personal or sensitive information shared during advocacy or evidence collection.
Confidentiality applies to all tenants, residents, and stakeholders, and may only be overridden if there is a lawful safeguarding concern or legal requirement.

Consent

Freely given, informed, and specific agreement by a resident or data subject to allow Project HSH to collect or share information for advocacy or casework purposes.
Consent can be withdrawn at any time.

Data Controller

The person or organisation responsible for determining how and why personal data is processed.
For Project HSH, this is Matthew King (Founder & Data Protection Lead).

Data Protection

The legal and ethical framework ensuring personal information is handled lawfully, fairly, and transparently under the UK GDPR and Data Protection Act 2018.
Project HSH is registered with the Information Commissioner’s Office (ICO) under registration number ZC015578.

Evidence Portfolio

A securely maintained record of documentation, photographs, audio, witness statements, and correspondence used to demonstrate housing-related issues or systemic failings.
All entries are timestamped and stored under GDPR-compliant retention procedures.

Escalation

The formal process of advancing a concern or complaint to a higher authority such as a landlord’s head office, local council, Housing Ombudsman, or relevant regulator when an issue remains unresolved or shows systemic negligence.

Housing Ombudsman Complaint Handling Code

A framework established by the Housing Ombudsman Service setting out the principles of fairness, timeliness, and accountability that landlords must follow when managing complaints.
Project HSH references this Code in advocacy and case documentation.

Independence

The state of operating without influence, coercion, or bias from external bodies such as landlords, housing associations, political parties, or financial interests.
Independence is essential for ensuring trust and credibility in all advocacy work.

Integrity

The commitment to honesty, fairness, and ethical conduct in every communication, decision, and action taken under Project HSH.
Integrity requires acting in the best interests of residents even when it may conflict with convenience or authority.

Non-Profit Principle

Project HSH operates as a not-for-profit initiative.
All resources, funds, and outcomes are directed toward advocacy, education, and systemic improvement, not personal gain.

Safeguarding

The responsibility to protect individuals (especially those who are vulnerable) from harm, neglect, abuse, or exploitation.
Project HSH follows safeguarding principles consistent with UK statutory frameworks and will act on credible risk concerns under lawful basis.

Sensitive / Special Category Data

Information that reveals details about a person’s health, disability, or other protected characteristics.
Project HSH may handle such data only with explicit consent or where necessary under lawful safeguarding grounds.
This data is always treated with enhanced confidentiality and security measures.

Systemic Issue

A repeated or widespread failure in policy, management, or communication that affects multiple tenants or properties under a single organisation.
Project HSH identifies and documents systemic issues to promote regulatory or structural reform.

Transparency

The principle that all actions, communications, and decisions taken by Project HSH should be open to scrutiny.
Transparency builds trust, ensures accountability, and supports lawful, ethical operation.

Tenant

Any person who rents or occupies a property (whether under a formal tenancy agreement or as a resident) whose rights and wellbeing may be affected by housing management practices.

Third Party

Any person or organisation other than the tenant, advocate, or Project HSH itself — such as landlords, councils, contractors, or ombudsman services — who may be involved in a case or communication.

Whistleblowing

The act of reporting misconduct, negligence, or wrongdoing in good faith.
Project HSH supports lawful whistleblowing and protects the anonymity of those who disclose information responsibly and ethically.

Review Date

The date set for formal review of this Code of Practice to ensure its continued accuracy, legality, and relevance.
The current review date is 17 April 2026.

Founder

The individual responsible for establishing Project HSH, setting its ethical framework, and ensuring continued compliance with this Code.
Currently held by Matthew King.

End of Appendix
Approved and adopted by Project HSH (Home Sweet Home) on 17 October 2025.