The Chartered Institute of Housing (CIH) is an awarding organisation for national qualifications at levels 2, 3 and 4. THE QUALIFICATION AIMS TO

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1 The Chartered Institute of Housing (CIH) is an awarding organisation for national qualifications at levels 2, 3 and 4. CIH is the leading awarding organisation for housing qualifications and we are dedicated to providing the highest quality, relevant and up-to-date qualifications for everyone in housing. Equipping your housing professionals with key skills and expert knowledge, with an accredited qualification from CIH, will drive improvement and add value enabling your organisation to compete more effectively. The qualification is a vocationally related qualification for the housing sector, which is broadly equivalent / comparable in standard to an A-level or NVQ. The qualification is supported by Asset Skills, the Sector Skills Council for Housing. The qualification reference number is 600/4727/6 Regulation start date: 01 March 12 Qualification review date: 31 July 15 THE QUALIFICATION AIMS TO provide learners with a broad understanding of the housing maintenance role and how this fits into the wider context of housing, introduce some of the skills and knowledge necessary to participate in housing maintenance related activities whether paid or voluntary, and prepare learners for further study in housing related qualifications at level 3 and 4. THE QUALIFICATION IS SUITABLE FOR LEARNERS aged over 16, working or resident in the UK and Ireland, maintenance professionals working in the housing sector, non-technical staff from a customer service or housing management background who want to qualify and progress to become a housing maintenance professional, or working as Tenant Liaison Officers in private construction companies,

2 that already have a level 2 qualification and/or experience of working in housing.

3 QUALIFICATION RULES OF COMBINATION Qualification title: CIH Certificate in Housing Maintenance (QCF) Credit value: 30 Minimum credit to be achieved at or above the level of the qualification: 30 Learners must achieve a minimum of 30 credits in order to be awarded the qualification. There are 8 mandatory units. The recommended guided learning hours for the qualification are 220. It may be delivered in more or fewer hours according to the centres approval to deliver the qualification. The qualification is graded on the basis of Pass / Refer / Fail only. The qualification is not eligible for an aegrotat award. THE QUALIFICATION CONTAINS THE FOLLOWING MANDATORY UNITS, 30 CREDITS MUST BE ACHIEVED FROM THIS GROUP: UNIT TITLE CREDITS LEVEL PAGE Customer service standards for housing maintenance Unit number D/503/8208 Delivery of affordable housing services Unit number R/602/3201 Equality and diversity for housing Unit number R/602/3196 Health and safety for housing management and maintenance Unit number H/503/8209 House construction Unit number Y/503/8210 CIH 2013 Page 3

4 UNIT TITLE Housing maintenance systems CREDITS LEVEL PAGE Unit number D/503/8211 Managing empty properties Unit number Y/602/4382 Professional practice skills for housing Unit number Y/505/5928 EXTERNALLY SET ASSESSMENT CIH 2013 Page 4

5 THE UNITS CIH Awarding Organisation Unit HM3M1 Customer Service Standards for Housing Maintenance Credit Value 3 Unit Ref Num. D/503/8208 Learning outcomes 1. Know how performance indicators are used to improve repairs and maintenance services. 2. Understand how customer service standards for repairs and maintenance services are determined. 3. Understand how customer satisfaction and feedback mechanisms can be used to improve performance in repairs and maintenance. Assessment criteria 1.1. Summarise construction industry and national performance indicators for housing maintenance Explain how performance indicators are used to drive improvements in repairs and maintenance services Explain how customers service standards are linked to performance indicators and customer satisfaction rates Explain why customer service standards should be statements of what the customer can expect in terms of time, quality and customer care Summarise methods of collecting feedback from customers on performance against service standards Explain how this information is used to drive service improvement. Additional information about the unit Unit purpose and aim(s) Unit review date 29/02/2016 Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula Assessment requirements or guidance specified by a sector or regulatory body The unit aims to introduce the learner to the importance of customer service standards in driving service improvements in repairs and maintenance. H16 Develop and maintain open and honest relationships with customers. N/A CIH 2013 Page 5

6 Customer Service Standards for Housing Maintenance Support from Sector Skills Council Asset Skills Subject/sector classification 01.4 Public services Unit guided learning hours 20 Exemption CIH 2013 Page 6

7 CIH Awarding Organisation Unit HP3M1 Delivery of Affordable Housing Services Credit Value 4 Unit Ref Num. R/602/3201 Learning outcomes 1. Know the main types of affordable housing service providers nationally and the services they deliver. 2. Understand the importance of partnership working in the delivery of housing and community services. 3. Know a range of opportunities for resident participation in housing and housing related services. 4. Understand the regulatory system for affordable housing and the use of performance measures. Assessment criteria 1.1. Describe the organisations providing affordable housing services nationally Classify the services that are delivered by affordable housing providers Describe the key elements of successful partnership working Evaluate a service that is delivered in partnership with other organisations e.g. Social services, Police, Education Describe the difference between participation and consultation Review methods of resident participation. 4.1 Explain the role of the regulator in setting and monitoring standards for affordable housing providers. 4.2 Summarise the performance measures used in regulation to assess affordable housing providers. Additional information about the unit Unit purpose and aim(s) Unit expiry date 31/08/2015 The unit aims to introduce learners to affordable housing organisations and the services they deliver. This includes the key themes of partnership working, resident participation and regulation. CIH 2013 Page 7

8 Delivery of Affordable Housing Services Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula Assessment requirements or guidance specified by a sector or regulatory body Support for the unit from a sector skills council or other appropriate body Location of the unit within the subject/sector classification system Name of the organisation submitting the unit H3 03 Develop relationships with others to improve customer service in housing H3 18 Work with customers and groups to develop the community H3 19 Develop and sustain partnership working arrangements H3 20 Develop and promote customer involvement in the organisation Support from Asset Skills 01.4 Public Services Unit available from 01/10/2010 Unit guided learning hours 30 Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit Chartered Institute of Housing Awarding Organisation The delivery of housing services in the UK NQF accreditation number Y/501/3372 CIH 2013 Page 8

9 CIH Awarding Organisation Unit HP3M2 Equality and Diversity for Housing Credit Value 4 Unit Ref Num. R/602/3196 Learning outcomes 1. Know equality and diversity legislation and how it relates to housing. 2. Understand the diversity of housing service users, and how they impact on housing organisations. 3. Understand the approaches used by housing organisations to respond to the diverse needs of service users. Assessment criteria 1.1. Summarise national equality and diversity legislation Describe how national equality and diversity legislation applies to housing services provision Explain the diversity of housing service users and their needs Assess how an organisation s services meet the diverse needs of the community Describe sources of Good Practice guidance to meet the diverse needs of service users Analyse the effectiveness of a chosen housing or community organisation s response to the diverse needs of the community. Additional information about the unit Unit purpose and aim(s) Unit expiry date 31/08/2015 The unit introduces learners to equality and diversity legislation in a housing context. It also looks at the diversity of communities and how organisations respond to diversity in order to provide effective services. CIH 2013 Page 9

10 Equality and Diversity for Housing Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula (if appropriate) Assessment requirements or guidance specified by a sector or regulatory body Support for the unit from a sector skills council or other appropriate body Location of the unit within the subject/sector classification system Name of the organisation submitting the unit H3 01 Promote safe, ethical and sustainable practice in your area of responsibility H3 03 Develop relationships with others to improve customer service in housing H3 18 Work with customers and groups to develop the community H3 19 Develop and sustain partnership working arrangements H3 20 Develop and promote customer involvement in the organisation Support from Asset Skills 01.4 Public Services Unit available from 01/10/2010 Unit guided learning hours 30 Exemptions Chartered Institute of Housing Awarding Organisation CIH 2013 Page 10

11 CIH Awarding Organisation Unit HM3M2 Health and Safety for Housing Management and Maintenance Credit Value 4 Unit Ref Num. H/503/8209 Learning outcomes 1. Understand the requirements of health and safety acts and policies, for housing management and maintenance. 2. Understand the application of health and safety acts and policies. 3. Understand potential housing maintenance related health hazards within the home. 4. Understand how fire safety guidelines for dwellings may be breached. Assessment criteria 1.1. Summarise health and safety acts and policies relevant to housing management and maintenance Summarise situations when Construction Design and Management Regulations apply Explain the impact of health and safety legislation on individuals Explain the consequences of non compliance with health and safety legislation Explain how chemical and biological hazards can impact on health e.g. asbestos, mould, legionella Explain the potential hazards posed by gas and electricity installations Review procedures for dealing with potential housing maintenance related health hazards within the home Explain how fire safety guidelines may be breached in low-rise dwellings Explain how fire safety guidelines may be breached in high-rise dwellings Summarise fire safety issues relating to dwellings occupied by vulnerable people. CIH 2013 Page 11

12 Health and Safety for Housing Management and Maintenance 5. Understand personal safety for housing management and maintenance workers Explain lone working procedures for housing management and maintenance workers Explain how to work safely in risky situations e.g. at height, lifting etc. Additional information about the unit Unit purpose and aim(s) The unit aims to cover health and safety in both the workplace and within housing environments. It will cover evaluation of risk, controls, identification, accidents and responsibilities. Legislative issues will also be examined. Unit review date 29/02/2016 Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula Assessment requirements or guidance specified by a sector or regulatory body Support for the unit from a sector skills council or other appropriate body Location of the unit within the subject/sector classification system Name of the organisation submitting the unit Links to National Occupational Standards for Housing Unit A Ensure your own actions reduce risks to health and safety (Employment NTO). Links to proposed NVQ 3 Surveying, Property and Maintenance (Maintenance Supervision Pathway) Unit C03 N/A Asset Skills 1.4 Public Services Unit available from 01/03/2012 Unit guided learning hours 33 Exemptions Chartered Institute of Housing CIH 2013 Page 12

13 CIH Awarding Organisation Unit HM3M3 House Construction Credit Value 5 Unit Ref Num. Y/503/8210 Learning outcomes 1. Understand the common forms of construction for social housing stock. 2. Understand the utility services provided to a typical dwelling 3. Understand common housing defects and repairs. Assessment criteria 1.1. Compare the main types of construction used to build social housing pre and post Summarise the main structural features of a range of typical dwelling types e.g. traditional, high rise, non-traditional Explain drainage systems above and below ground Explain gas, electricity and water mains supplies and distribution Explain legal requirements to check and service gas and electricity installations Explain the main types of space and water heating systems Diagnose common housing/building or property defects and identify remedial action 3.2. Perform an onsite survey and recommend remedial action Perform a post inspection and report on performance. Additional information about the unit Unit purpose and aim(s) Unit review date 29/02/2016 Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula Assessment requirements or The unit aims to introduce the learner to typical housing construction methods and common housing maintenance problems. H2 11 Organise the maintenance and repair of property H2 13 Respond to customer requests for repairs H2 15 Recognise and deal with customer service queries, requests and problems. CIH 2013 Page 13

14 House Construction guidance specified by a sector or regulatory body Support from Sector Skills Council Asset Skills Subject/sector classification 01.4 Public services Organisations submitting unit Chartered Institute of Housing (CIH) Unit available from 01/03/2012 Unit guided learning hours 33 Exemptions CIH 2013 Page 14

15 CIH Awarding Organisation Unit HM3M4 Housing Maintenance Systems Credit Value 3 Unit Ref Num. D/503/8211 Learning outcomes 1. Understand the process systems to deliver a service for responsive/day to day repairs. 2. Understand the process systems to deliver long term asset management programmes. 3. Understand the relationship between the client and contractor roles in the delivery of housing maintenance systems. Assessment criteria 1.1. Explain the key stages of an economic, efficient and effective responsive/day to day repairs service Evaluate the key challenges for delivering an economic, efficient and effective responsive/day to day repairs service Summarise the types of work included in asset management e.g. planned and programmed maintenance, improvements, major repairs, cyclical including annual maintenance Review systems used to deliver economic, efficient and effective asset management programmes Evaluate the relationship between client and contractor in the delivery of housing maintenance systems (including service contracts) Review the benefits of the client and contractor approach to managing housing maintenance systems. Additional information about the unit Unit purpose and aim(s) Unit review date 29/02/2016 Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula The unit aims to introduce the learner to systems developed to deliver short, medium and long term maintenance programmes. Learners will also be introduced to the client and contractor roles H2 11 Organise the maintenance and repair of property H2 13 Respond to customer requests for repairs CIH 2013 Page 15

16 Housing Maintenance Systems Assessment requirements or guidance specified by a sector or regulatory body Support from Sector Skills Council Asset Skills Subject/sector classification 01.4 Public services Organisations submitting unit Chartered Institute of Housing (CIH) Unit available from 01/03/2012 Unit guided learning hours 20 Exemptions CIH 2013 Page 16

17 CIH Awarding Organisation Unit HP334 Managing Empty Properties Credit Value 3 Unit Ref Num. Y/602/4382 Learning outcomes 1. Understand approaches to the management of void properties. 2. Understand how void properties provide an opportunity for landlords to assess quality standards for their properties. 3. Know the role of void management as part of managing sustainable communities. Assessment criteria 1.1. Explain the key stages in the management of void properties to include the cycle of inspection, security, refurbishment, repair and reallocation Summarise the customer focused approach to managing empty properties in terms of tailored management systems Explain the processes used to inspect void properties against local or national standards Explain the need to balance resident and community requirements against repairs and refurbishments Summarise how void properties are managed in a landlord s allocation policy Explain the implications on communities of failing to address void properties appropriately Explain the legal framework for reletting/reallocating empty properties including legal redress for abandonment and recovering debts. Additional information about the unit Unit purpose and aim(s) This unit requires learners to understand the reasons why void periods for empty properties are important to landlords and to understand the various approaches used in practice to minimise void periods and relate this to allocations and housing quality standards. The learner will also be made aware of the legal implications relating to abandonment and the recovery of debts. CIH 2013 Page 17

18 Managing Empty Properties Unit expiry date 31/08/2015 Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula Assessment requirements or guidance specified by a sector or regulatory body Support for the unit from a sector skills council or other appropriate body Location of the unit within the subject/sector classification system Name of the organisation submitting the unit Asset Skills 2008 Housing NOS : H3 01 Promote safe, ethical and sustainable practice in your area of responsibility H3 12 Manage empty properties Asset Skills 01.4 Public Services Unit available from 01/10/2010 Unit guided learning hours 24 Exemptions Chartered Institute of Housing Awarding Organisation CIH 2013 Page 18

19 CIH Awarding Organisation Unit HP3M4 Professional Practice Skills for Housing Credit Value 4 Unit Ref Num. Y/505/5928 Learning outcomes 3. Understand the key skills required for the housing professional. Assessment criteria 1.1. Identify and evaluate a range of key skills required for the housing professional Explain what professionalism means in a housing context. 4. Be able to assess own professional performance Explain the concept of reflective practice Reflect on own professional practice skills Evaluate the role of feedback in improving performance. 5. Be able to manage own professional development Describe their working experience in housing Plan own training and professional development to meet current and future challenges Develop a professional development plan. Additional information about the unit Unit purpose and aim(s) Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula The unit aims to develop a learners understanding of what it means to be a housing professional, to understand and use reflective practice and to develop a personal professional development plan. Asset Skills 2008 Housing NOS H3 02 Manage your own resources and professional development CIH 2013 Page 19

20 Professional Practice Skills for Housing Assessment requirements or guidance specified by a sector or regulatory body Support for the unit from a sector skills council or other appropriate body Location of the unit within the subject/sector classification system The assessment for the unit is externally set by CIH Awarding Organisation and must be used by centres to assess learners undertaking the qualification. Support sought from Asset Skills 01.4 Public services Unit available from 04 Sept 2013 Unit guided learning hours Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following units: 30 Professional Practice Skills for Housing D/501/3373 Professional Practice Skills for Housing R/602/3019 CIH 2013 Page 20