CIH Awarding Organisation

CIH Awarding Organisation QUALIFICATION SNAPSHOT CIH Diploma in Housing Practice (QCF) 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 CIH Diploma in Housing Practice (QCF) aims To help the housing sector to recruit and retain staff with generic skills such as communications, technical knowledge, customer care and IT. To develop the skills and knowledge of people working in a front line capacity in housing, who wish to attain a generic qualification in housing. Provide learners with a detailed understanding of a specialist area of housing practice To prepare learners for study at Level 4. The Qualification Reference Number is 501/1539/X Regulation start date: 01/10/2010 Qualification review date: 31/08/2015 The qualification is a vocationally related qualification for housing professionals working in a front line capacity in the housing sector. It is broadly comparable to an A-level standard or an NVQ Level 3. The qualification is aimed at: People who already work in the housing sector and want to develop further. People looking to specialise in an area of housing. People aged 16-18, 18+, 19+. The qualification is supported by Asset Skills, the Sector Skills Council for Housing. October 11

Qualification title: CIH Diploma in Housing Practice (QCF) Credit value: 39 Minimum credit to be achieved at or above the level of the qualification: 39 Qualification Structure The qualification can be delivered though a number of different pathways which have been designed for specific areas or job roles in housing. The structure of the qualification is: The mandatory units comprising 3 x 4 credit units (completion of these leads to the Award in Housing Practice (QCF)). A specified pathway comprising 3 x 3 credit mandatory units. 6 further units of 3 credits each from the options list. The pathways available are as follows: P1 Managing Housing Services P2 Resident and Services Users Involvement P3 Managing Neighbourhoods P4 Caretaking and Concierge Services P5 Regeneration, Renewal and Sustainability P6 Support for Independent Living P7 Telecare Services P8 Housing Advice and Information P9 Traveller Site Management PC The Housing Context PS Supporting Homeless People It is also possible to achieve a Generic pathway. The generic qualification structure is: The mandatory units comprising 3 x 4 credit units (completion of these leads to the Award in Housing Practice (QCF)). 9 x 3 credit units from the options list. NB: Each generic pathway must be approved by the Awarding Organisation before delivery. Page 2 of 93

Mandatory Units 4 Credit Units ( forms the Award in Housing Practice - QCF) HP3M1 Delivery of Affordable Housing Services HP3M2 Equality & Diversity for Housing HP3M3 Professional Practice Skills for Housing (includes externally set assignment) Specialist Pathways 3 Credit Units Complete 3 Units for each pathway Pathway P1 Managing Housing Services (forms the Award in Managing Housing Services - QCF) Pathway P2 Residents & Service Users Involvement (forms the Award in Resident & Service Users Involvement QCF) Pathway P3 Managing Neighbourhoods (forms the Award in Neighbourhood Management QCF) Pathway P4 Caretaking & Concierge Services (forms the Award in Caretaking & Concierge Services QCF) Pathway P5 Regeneration, Renewal & Sustainability (forms the Award in Regeneration, Renewal & Sustainability - QCF) Pathway P6 Support for Independent Living (Forms the Award in Support for Independent Living QCF) HP303 Prevention and Management of Rent Arrears HP314 Involving Housing Service Users HP320 Occupancy, Tenure & Lettings HP314 Involving Housing Service Users HP319 Managing Neighbourhoods HP337 Community Action for Neighbourhoods HP302 Dealing with Anti-Social Behaviour (ASB) in Housing HP306 Community Development HP319 Managing Neighbourhoods HP318 Managing Resources for Caretaking & Concierge Services HP325 Repairs & Maintenance in Housing Organisations HP327 Maintaining Safe and Secure Residential Areas HP312 Regeneration & Renewal HP322 Planning and Development for Housing Regeneration HP329 Sustainable Communities HP321 Personalisation and Delivering Support for Independent Living HP323 Planning Support for Independent Living HP326 Role of the Support Worker for Independent Living Optional 3 Credit Units. Choose 2 for the Certificate or 6 for the Diploma. May NOT include units taken within the pathway HP301 Accessible and Adaptable Housing HP302 Dealing with Anti-Social Behaviour (ASB) in Housing HP303 Prevention and Management of Rent Arrears HP304 Call Handling for Telecare Services Operators HP305 Cleaning Public Areas HP306 Community Development HP307 The Economic Context of Affordable Housing HP308 Framework for Housing Advice HP309 Handling Telecare Customer Services Data Safely and Securely HP310 Homelessness Services & Prevention HP311 Housing Policy and Affordable Housing HP312 Regeneration & Renewal HP313 Introducing Social Welfare HP314 Involving Housing Service Users HP315 Laws & Rights in the Planning & Development of Gypsy & Traveller Sites HP316 Managing Gypsy & Traveller Sites HP317 Managing Leasehold Housing Services HP318 Managing Resources for Caretaking & Concierge Services Version 1 Page 3 of 93

Mandatory Units 4 Credit Units ( forms the Award in Housing Practice - QCF) Specialist Pathways 3 Credit Units Complete 3 Units for each pathway Pathway P7 Telecare Services (forms the Award in Telecare services QCF ) Pathway P8 Housing Advice & Information (forms the Award in Housing Advice & Information - QCF) Pathway P9 Traveller Site Management (forms the Award in traveller site management - QCF) Pathway PC The Housing Context (forms the Award in the housing context QCF) Pathway PS Supporting Homeless People forms the Award in Supporting Homeless People QCF) Pathway PG Generic Pathway HP304 Call Handling for Telecare Services Operators HP324 Providing Telecare Services HP330 The Context of Telecare Services Provision HP308 Framework for Housing Advice HP313 Introducing Social Welfare HP332 The Legal Framework for Housing HP315 Laws & Rights in the Planning & Development of Gypsy & Traveller Sites HP316 Managing Gypsy & Traveller Sites HP333 Understanding Gypsy & Traveller Identity in Society HP307 The Economic Context of Affordable Housing HP311 Housing Policy and Affordable Housing HP328 The Social Context of Housing in the UK. HP310 Homelessness Services & Prevention HP314 Involving Housing Service Users HP326 Role of the Support Worker for Independent Living Choose any three option units as agreed with the CIH Awarding Organisation Optional 3 Credit Units. Choose 2 for the Certificate or 6 for the Diploma. May NOT include units taken within the pathway HP319 Managing Neighbourhoods HP320 Occupancy, Tenure & Lettings HP321 Personalisation and Delivering Support for Independent Living HP322 Planning and Development for Housing Regeneration HP323 Planning Support for Independent Living HP24 Providing Telecare Services HP325 Repairs & Maintenance in Housing Organisations HP326 Role of the Support Worker for Independent Living HP327 Maintaining Safe and Secure Residential Areas HP328 The Social Context of Housing in the UK. HP329 Sustainable Communities HP330 The Context of Telecare Services Provision HP331 The Impact of Housing Conditions on Health HP332 The Legal Framework for Housing HP333 Understanding Gypsy & Traveller Identity in Society HP334 Managing Empty Property HP335 Housing and Young People HP336. Independent Living for Older People HP337 Community Action for Neighbourhoods Version 1 Page 4 of 93

Mandatory Units (credit value 12) Unit Credits Level Page Delivery of Affordable Housing Services Unit number R/602/3201 Equality and Diversity for Housing Unit number R/602/3196 Professional Practice Skills for Housing Unit number R/602/3019 4 3 14 4 3 16 4 3 18 Pathway and Option Units (credit value 27) Unit Credits Level Page Accessible and Adaptable Housing Unit number H/602/3865 Dealing with Anti-Social Behaviour (ASB) in Housing Unit number M/602/3867 Prevention and Management of Rent Arrears Unit number T/602/3899 Call Handling for Telecare Services Operators Unit number F/602/3873 Cleaning Public Areas Unit number Y/602/3880 Community Development Unit number Y/602/4592 The Economic Context of Affordable Housing Unit number M/602/3920 The Framework for Housing Advice Unit number F/602/3890 Handling Telecare Customer Data Safely and Securely Unit number D/602/3900 Homelessness Services and Prevention Unit number D/602/3024 Housing Policy and Affordable Housing Unit number M/602/4291 Regeneration and Renewal Unit number Y/602/3913 3 3 20 3 3 22 3 3 24 3 3 26 3 3 28 3 3 30 3 3 32 3 3 34 3 3 36 3 3 38 3 3 40 3 3 42 Version 1 Page 5 of 93

Pathway and Option units continued: Unit Credits Level Page Introducing Social Welfare Unit number A/602/3919 Involving Housing Service Users Unit number H/602/3025 Laws and Rights in the Planning and Development of Gypsy and Traveller Sites Unit number L/602/3925 Managing Gypsy and Traveller Sites Unit number J/602/3938 Managing Leasehold Housing Services Unit number Y/602/4057 Managing Resources for Caretaking and Concierge Services Unit number R/602/4073 Managing Neighbourhoods Unit number Y/602/4088 Occupancy, Tenure and Lettings Unit number M/602/4095 Personalisation and Delivering Support for Independent Living Unit number A/602/4102 Planning and Development for Housing Regeneration Unit number D/602/4318 Planning Support for Independent Living Unit number Y/602/4110 Providing Telecare Services Unit number D/602/4321 Repairs and Maintenance in Housing Organisations Unit number A/602/4326 Role of the Support Worker for Independent Living Unit number M/602/3027 Maintaining Safe and Secure Residential Areas Unit number F/602/4327 3 3 44 3 3 46 3 3 48 3 3 50 3 3 52 3 3 54 3 3 56 3 3 58 3 3 60 3 3 62 3 3 64 3 3 66 3 3 68 3 3 70 3 3 72 Page 6 of 93

Pathway and Option units continued: Unit Credits Level Page The Social Context of Housing in the UK Unit number J/602/4328 Sustainable Communities Unit number Y/602/4334 The Context of Telecare Services Provision Unit number T/602/4339 The Impact of Housing Conditions on Health Unit number D/602/4349 The Legal Framework for Housing Unit number F/602/4358 Understanding Gypsy and Traveller Identity in Society Unit number R/602/4381 Managing Empty Properties Unit number Y/602/4382 Housing and Young People Unit number K/602/4614 Independent Living for Older People Unit number T/602/4616 Community Action for Neighbourhoods Unit number F/602/2304 3 3 74 3 3 76 3 3 78 3 3 80 3 3 82 3 3 84 3 3 86 3 3 88 3 3 90 3 3 92 Page 7 of 93

Specialist Pathways: The CIH Diploma in Housing Practice (QCF) (Managing Housing Services) (P1) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Prevention and Management of Rent Arrears Unit number T/602/3899 Involving Housing Service Users Unit number H/602/3025 Occupancy, Tenure and Lettings Unit number M/602/4095 4 3 24 4 3 46 4 3 58 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. The CIH Diploma in Housing Practice (QCF) (Resident and Service Users Involvement) (P2) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Involving Housing Service Users Unit number H/602/3025 Managing Neighbourhoods Unit number Y/602/4088 Community Action for Neighbourhoods Unit number F/602/2304 3 3 46 3 3 56 3 3 92 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. Page 8 of 93

The CIH Diploma in Housing Practice (QCF) (Managing Neighbourhoods) (P3) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Dealing with Anti-Social Behaviour (ASB) in Housing Unit number M/602/3867 Community Development Unit number Y/602/4592 Managing Neighbourhoods Unit number Y/602/4088 3 3 22 3 3 30 3 3 56 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. The CIH Diploma in Housing Practice (QCF) (Caretaking and Concierge Services) (P4) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Managing Resources for Caretaking and Concierge Services Unit number R/602/4073 Repairs and Maintenance in Housing Organisations Unit number A/602/4326 Maintaining Safe and Secure Residential Areas Unit number F/602/4327 3 3 54 3 3 68 3 3 72 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. Page 9 of 93

The CIH Diploma in Housing Practice (QCF) (Regeneration, Renewal and Sustainability) (P5) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Regeneration and Renewal Unit number Y/602/3913 Planning and Development for Housing Regeneration Unit number D/602/4318 Sustainable Communities Unit number Y/602/4334 3 3 42 3 3 62 3 3 76 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. The CIH Diploma in Housing Practice (QCF) (Support for Independent Living (P6) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Personalisation and Delivering Support for Independent Living Unit number A/602/4102 Planning Support for Independent Living Unit number Y/602/4110 Role of the Support Worker for Independent Living Unit number M/602/3027 3 3 60 3 3 64 3 3 70 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. Page 10 of 93

The CIH Diploma in Housing Practice (QCF) (Telecare Services) (P7) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Call Handling for Telecare Services Operators Unit number F/602/3873 Providing Telecare Services Unit number D/602/4321 The Context of Telecare Services Provision Unit number T/602/4339 3 3 26 3 3 66 3 3 78 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. The CIH Diploma in Housing Practice (QCF) (Housing Advice and Information) (P8) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page The Framework for Housing Advice Unit number F/602/3890 Introducing Social Welfare Unit number A/602/3919 The Legal Framework for Housing Unit number F/602/4358 3 3 34 3 3 44 3 3 82 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. Page 11 of 93

The CIH Diploma in Housing Practice (QCF) (Traveller Site Management) (P9) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Laws and Rights in the Planning and Development of Gypsy and Traveller Sites Unit number L/602/3925 Managing Gypsy and Traveller Sites Unit number J/602/3938 Understanding Gypsy and Traveller Identity in Society Unit number R/602/4381 3 3 48 3 3 50 3 3 84 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. The CIH Diploma in Housing Practice (QCF) (The Housing Context) (PC) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page The Economic Context of Affordable Housing Unit number M/602/3920 Housing Policy and Affordable Housing Unit number M/602/4291 The Social Context of Housing in the UK Unit number J/602/4328 3 3 32 3 3 40 3 3 74 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. Page 12 of 93

The CIH Diploma in Housing Practice (QCF) (Supporting Homeless People) (PS) To achieve this pathway learners must achieve the 3 mandatory units (see p3). It is also mandatory that the following 3 units are delivered. Unit Credits Level Page Homelessness Services and Prevention Unit number D/602/3024 Involving Housing Service Users Unit number H/602/3025 Role of the Support Worker for Independent Living Unit number M/602/3027 3 3 38 3 3 46 3 3 70 A further 6 units must be delivered from the choice of optional units (see p3-5). These 6 units must be different from the 3 mandatory pathway units. The CIH recommended guided learning hours are 290. The qualification is graded on the basis of Pass / Merit / Distinction. This qualification is not eligible for an aegrotat award. The Unit and Qualification Certificate will include the logos of the regulators of England (Ofqual), Wales (DCELLS) and Northern Ireland (CCEA) and is accredited only for England, Wales and Northern Ireland. The qualification may also be delivered in Scotland. Please contact the education team at CIH if you are an existing centre wishing to deliver this qualification or if you are an organisation new to the CIH wishing to become a centre and deliver this qualification at www.cih.org/education or call CIH on 024 7685 1700. If you are a learner interested in taking the qualification, all providers of CIH qualifications can be found at www.cih.org/education or call CIH on 024 7685 1700. Page 13 of 93

Units for the Diploma in Housing Practice (QCF) CIH Awarding Organisation Unit HP3M1 Delivery of Affordable Housing Services Credit Value 4 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. 1.2. Classify the services that are delivered by affordable housing providers. 2.1 Describe the key elements of successful partnership working. 2.2 Evaluate a service that is delivered in partnership with other organisations e.g. Social services, Police, Education. 3.1. Describe the difference between participation and consultation. 3.2. 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) 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. Unit expiry date 31/08/2015 Review 31/08/2013 Page 14 of 93

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 Availability for use Asset Skills 2008 Housing NOS 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 None Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Unit guided learning hours 30 Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: The delivery of housing services in the UK NQF accreditation number Y/501/3372 Page 15 of 93

CIH Awarding Organisation Unit HP3M2 Equality and Diversity for Housing Credit Value 4 Learning outcomes 1. Know equality and diversity legislation and how it relates to housing. Assessment criteria 1.1. Summarise national equality and diversity legislation. 1.2. Describe how national equality and diversity legislation applies to housing services provision. 2. Understand the diversity of housing service users, and how they impact on housing organisations. 2.1 Explain the diversity of housing service users and their needs. 2.2 Assess how an organisation s services meet the diverse needs of the community. 3. Understand the approaches used by housing organisations to respond to the diverse needs of service users. 3.1. Describe sources of Good Practice guidance to meet the diverse needs of service users. 3.2. 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) 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. Unit expiry date 31/08/2015 Review 31/08/2013 Page 16 of 93

Equality and Diversity for Housing 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 Availability for use Unit available from Unit guided learning hours 30 Asset Skills 2008 Housing NOS 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 None Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Exemptions None. Page 17 of 93

CIH Awarding Organisation Unit HP3M3 Professional Practice Skills for Housing Credit Value 4 Learning outcomes 1. Know how to develop personal organisational skills. Assessment criteria 1.1. Identify and develop approaches for planning, prioritising and managing their own time in the workplace. 2. Understand how teams can work effectively. 2.1. Describe the characteristics of a successful team. 2.2 Identify the key skills required by a team leader. 3. Understand the key communication skills and techniques in the work environment. 3.1. Explain the skills and techniques required for different forms of communication (e.g. written, spoken, electronic) for different audiences (e.g. internal and external customers). 3.2. Evaluate the use of assertiveness in the work environment. 4. Know about key customer service skills. 4.1 Summarise the key principles of customer service. 4.2 Identify approaches to working effectively with diverse customers. 5. Understand how to plan training and development needs. 5.1 Describe their working experience within housing. 5.2 Identify and plan suitable development and training opportunities to meet current and future challenges. 5.3 Evaluate their experiences and demonstrate reflective practice. Additional information about the unit Page 18 of 93

Professional Practice Skills for Housing Unit purpose and aim(s) This unit enables learners to develop and reflect upon professional practice skills for housing. It will explore in breadth communication skills, organisational skills, team working and customer service skills. It will also introduce learners to professional development planning. Unit expiry date 31/08/2015 Review 31/08/2013 Asset Skills 2008 Housing NOS H3 02 Manage your own resources and professional development Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula H3 03 Develop relationships with others to improve customer service in housing H3 19 Develop and sustain partnership working arrangements 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 Organisation submitting unit Availability for use The assignment for this unit is externally set by CIH Awarding Organisation. Asset Skills 01.4 Public Services Chartered Institute of Housing (CIH) Awarding Organisation Shared Unit available from 01/09/2010 Unit guided learning hours 30 Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: Professional Practice Skills for Housing NQF accreditation number D/501/3373 Page 19 of 93

CIH Awarding Organisation Unit HP301 Accessible and Adaptable Housing Credit Value 3 Learning outcomes 1. Understand the social and political context for accessible and adaptable housing. 2. Understand the features of accessible and adaptable housing. 3. Understand the role of assistive technology in supporting independent living. Assessment criteria 1.1. Summarise changing social and political attitudes to the provision of accessible and adaptable housing. 1.2. Explain the role of the independent living movement and equalities campaigning in the development of accessible and adaptable housing. 2.1. Summarise the features of accessible and adaptable housing. 2.2. Explain how the new build development process can provide sustainable living options for people with different abilities. 2.3. Explain how existing homes can be adapted to make them accessible for people with different abilities. 3.1. Summarise the types of assistive technology available to enable people to live independently. 3.2. Explain how assistive technology can enable people to live independently. Additional information about the unit Unit purpose and aim(s) This unit explores the relationship between housing, promoting independence and physical access. It will examine changing approaches towards accessible and adaptable housing and enable learners to assess a range of housing options, services and assistive technologies. Unit expiry date 31/08/2015 Review 31/08/2013 Page 20 of 93

Accessible and Adaptable Housing 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 Asset Skills 2008 Housing NOS H3 01 Promote safe, ethical and sustainable practice in your area of responsibility None 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 Availability for use Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: Accessible Housing NQF accreditation number T/501/5131 Page 21 of 93

CIH Awarding Organisation Unit HP302 Level Dealing with Anti-Social Behaviour (ASB) in Housing 3 Credit Value 3 Learning outcomes 1. Understand the definition of, and background to, Anti-Social Behaviour (ASB). 2. Understand the statutory and non statutory bases for dealing with ASB. 3. Understand approaches to tackling and preventing ASB in a housing context. Assessment criteria 1.1. Explain the concept of Anti-Social Behaviour. 1.2. Explain the origin and development of ASB policy and legislation. 1.3. Summarise issues of contention and debate in ASB policy and practice. 2.1. Outline legislation relating to ASB. 2.2. Explain the legal remedies available to housing providers and their partners relating to ASB in different types of tenure. 2.3 Summarise non statutory measures available to housing providers and their partners to deal with ASB. 3.1. Evaluate the importance of partnership working in addressing ASB. 3.2. Evaluate the role of resident and community groups in tackling ASB. 3.3. Evaluate sources of advice and support in addressing ASB. Additional information about the unit Unit purpose and aim(s) This unit will help learners to understand the ways in which landlords and their partners can deal with Anti-Social Behaviour (ASB). Unit expiry date 31/08/2015 Review 31/08/2013 Page 22 of 93

Level Dealing with Anti-Social Behaviour (ASB) in Housing 3 Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula Asset Skills 2008 Housing NOS 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 08 Set up and manage tenancy, licence and leaseholder agreements H3 09 Respond to possible breaches of agreement in the housing sector H3 18 Work with customers and groups to develop the community H3 19 Develop and sustain partnership working arrangements 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 Availability for use None Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Unit guided learning hours 24 Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: Managing Disputes, Conflict and Anti-Social Behaviour NQF accreditation number K/501/5109 Page 23 of 93

CIH Awarding Organisation Unit HP303 Level Prevention and Management of Rent Arrears 3 Credit Value 3 Learning outcomes 1. Understand rent arrears strategies, policies and procedures. 2. Understand good practice in effective arrears management. 3. Understand the legal framework for arrears management. Assessment criteria 1.1. Explain how landlords maximise income whilst sustaining tenancies and promoting social inclusion in communities. 1.2. Summarise the policies that contribute to effective arrears management e.g. financial inclusion, new tenant strategies, former tenant arrears etc. 1.3. Summarise the operational procedures in the delivery of an effective rent arrears policy e.g. delegated powers, clearly defined stages of action, clear timescales. 2.1. Explain the importance of performance management and monitoring processes for arrears management. 2.2. Explain the importance of early intervention and prevention in an effective arrears management process. 3.1 Summarise key legislation relating to rent arrears for the country in which you work or study. 3.2 Explain the court procedures relating to rent arrears for the country in which you work or study. Additional information about the unit Unit purpose and aim(s) This unit requires learners to understand the importance of a rent arrears strategy and the management of supportive services. It will also examine the legal framework for arrears management. Unit expiry date 31/08/2015 Review 31/08/2013 Page 24 of 93

Level Prevention and Management of Rent Arrears 3 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 Availability for use Asset Skills 2008 Housing NOS H3 01 Promote safe, ethical and sustainable practice in your area of responsibility H3 13 Provide a housing rent service None Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Unit guided learning hours 24 Exemptions None. Page 25 of 93

CIH Awarding Organisation Unit HP304 Call Handling for Telecare Services Operators Credit Value 3 Learning outcomes 1. Know the skills needed to provide telecare services. Assessment criteria 1.1 Describe the skills needed for call handling and responding to the needs of customers. 1.2 Explain how supportive relationships are developed and maintained with telecare customers. 2. Understand how to respond to the diverse needs of telecare customers. 2.1 Describe the range of support responses available to customers. 2.2 Evaluate responses to the communication needs of telecare customers. 2.3 Explain strategies for dealing with challenging customers eg. Those who are aggressive, abusive, intoxicated, distressed or confused. 3. Understand organisational procedures for responding to telecare customers in an emergency. 3.1 Explain procedures for the prioritisation of telecare calls. 3.2 Evaluate procedures for responding to emergencies. 3.3 Explain arrangements for emergency access to premises. Additional information about the unit Unit purpose and aim(s) This unit considers call handling skills and procedures. This will include how to respond to the diverse needs of customers and procedures for responding in an emergency. Unit expiry date 31/08/2015 Review 31/08/2013 Page 26 of 93

Call Handling for Telecare Services Operators 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 Availability for use Asset Skills 2008 Housing NOS H3 15 Deal with customers by telephone None Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Unit guided learning hours 24 Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: Skills for the call and control centre operator NQF accreditation number T/501/8224 Page 27 of 93

CIH Awarding Organisation Unit HP305 Cleaning Public Areas Credit Value 3 Learning outcomes 1. Understand safe working practices in relation to cleaning public areas. 2. Know approaches to environmental protection. Assessment criteria 1.1. Summarise the relevant health and safety requirements in relation to cleaning. 1.2. Describe the safe use of cleaning equipment and the handling of solutions. 1.3. Describe the different types of cleaning required for different surfaces. 2.1. Describe the appropriate treatment of refuse and waste material including recycling. 3. Understand standard setting in relation to cleaning. Additional information about the unit 2.2. Describe methods for effective vermin control. 2.3. Review approaches to dealing with graffiti and vandalism. 3.1. Summarise the standards in cleaning 3.2. Describe approaches for achieving standards in cleaning. Unit purpose and aim(s) This unit explores approaches to cleaning, refuse disposal and vermin control. It will also examine health and safety requirements in relation to cleaning. Unit expiry date 31/08/2015 Review 31/08/2013 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 N/A None Asset Skills Page 28 of 93

Cleaning Public Areas Location of the unit within the subject/sector classification system Name of the organisation submitting the unit Availability for use 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Unit guided learning hours 24 Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: Cleaning Public Areas NQF accreditation number A/501/5132 Page 29 of 93

CIH Awarding Organisation Unit HP306 Community Development Credit Value 3 Learning outcomes 1. Understand different approaches to community development. 2. Understand current issues relating to community development. 3. Know the skills and resources required for effective and community development. Assessment criteria 1.1. Explain two approaches to the study of community development, considering the role played by housing. 1.2. Evaluate examples of community development in practice. 2.1. Explain key issues affecting community development including housing issues and interventions. 2.2. Explain the role of national and local government policy in community development. 3.1. Describe resources for effective community development. 3.2. Summarise the range of skills required for those working for community development. Additional information about the unit Unit purpose and aim(s) This unit explores community development and identifies skills and resources required to facilitate community development and the role of the housing profession in this. Unit expiry date 31/08/2015 Review 31/08/2013 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 Asset Skills 2008 Housing NOS : H3 17 Arrange and conduct meetings with customers and others H3 18 Work with customers and groups to develop the community H3 20 Develop and promote customer involvement in the organisation None Page 30 of 93

Community Development 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 Availability for use Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: Community Development NQF accreditation number F/501/5116 Page 31 of 93

CIH Awarding Organisation Unit HP307 The Economic Context of Affordable Housing Credit Value 3 Learning outcomes 1. Understand the economic factors that affect the provision of affordable housing. 2. Understand the economic factors that affect tenure choice. 3. Understand the local impact of broad national economic trends. Assessment criteria 1.1. Describe the relationship between supply, demand and price. 1.2. Distinguish between housing demand, housing preference and housing need. 1.3. Explain the relationship between housing need and affordable housing provision. 2.1 Describe the national trends in income inequalities. 2.2 Differentiate between the concepts of poverty and social exclusion. 2.3. Explain the relationship between ability to pay for housing and tenure choice. 3.1. Describe the main changes in the structure of the national economy since 1945. 3.2. Explain how changes in the national economy impact on local employment markets. Additional information about the unit Unit purpose and aim(s) The aim of this unit is to provide learners with an opportunity to explore the broad economic context within which affordable housing is developed and provided. The unit explores issues related to supply and demand, the ways in which income and wealth influence effective demand and therefore tenure choice. It also looks at the impact of broad structural changes in the economy on national and local labour markets and job opportunities. Unit expiry date 31/08/2015 Review 31/08/2013 Page 32 of 93

The Economic Context of Affordable Housing Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula Asset Skills 2008 Housing NOS H3 01 Promote safe, ethical and sustainable practice in your area of responsibility H3 07 Allocate accommodation to meet customers needs 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 Availability for use None Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Unit guided learning hours 24 Exemptions None. Page 33 of 93

CIH Awarding Organisation Unit HP308 The Framework for Housing Advice Credit Value 3 Learning outcomes 1. Understand the statutory framework for organisations to provide housing advice and sources of funding. Assessment criteria 1.1. Summarise the legal basis for providing housing advice. 1.2. Analyse the responsibilities of government agencies, providers and third sector organisations to provide housing advice. 2. Know the range of housing advice provided by organisations across all tenures. 3. Understand the principles of giving advice. Additional information about the unit 1.3. Describe the sources of funding for the provision of housing advice. 2.1. Describe the range of housing advice given in a housing context (e.g. accessing accommodation, repairs and financial advice). 3.1. Describe the principles of providing advice. 3.2. Explain how equality and confidentiality issues impact on giving advice. Unit purpose and aim(s) This unit explores the framework for providing housing advice. It will look at the statutory framework for providing housing advice, identify the range of housing advice provided and examine how it is funded. It will also introduce learners to the principles of advice giving. Unit expiry date 31/08/2015 Review 31/08/2013 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 Asset Skills 2008 Housing NOS H3 01 Promote safe, ethical and sustainable practice in your area of responsibility. H3 11 Provide housing advice and guidance to customers. H3 27 Provide support to customers to reduce the risk of homelessness. None Page 34 of 93

The Framework for Housing Advice Support for the unit from a sector skills council or other appropriate body Location of the unit within the subject/sector classification system Asset Skills 01.4 Public Services Name of the organisation submitting the unit Availability for use Unit available from Unit guided learning hours 24 Chartered Institute of Housing Awarding Organisation Shared Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: The Framework for Housing Advice NQF accreditation number T/501/5128 Page 35 of 93

CIH Awarding Organisation Unit HP309 Handling Telecare Customer Data Safely and Securely Credit Value 3 Learning outcomes 1. Understand the role of data protection in the provision of telecare services to customers. Assessment criteria 1.1. Explain how confidentiality, privacy and sensitive handling of personal information helps build and maintain relationships of trust with customers. 1.2. Summarise potential risks to customer data safety and security. 1.3 Identify situations in which disclosure of personal data might be justified. 1.4. Explain organisational procedures and/or protocols for data sharing with partner agencies. 2. Know legislation and organisational policies relevant to data protection and access to personal information. 2.1. Describe the key provisions and principles of data protection legislation including the use of CCTV. 2.2 Explain an organisation s system for ensuring subject access requests are recorded and responded to. 3. Know organisational policy and procedures in relation to data security. 3.1. Identify measures taken by organisations to prevent unauthorised access to customer data. 3.2. Explain procedures for archiving and safe disposal of records/customer data. Additional information about the unit Unit purpose and aim(s) This unit develops understanding of the importance of data protection in the provision of services to customers. It also develops knowledge of relevant legislation and organisational policies and procedures. Unit expiry date 31/08/2015 Review 31/08/20103 Page 36 of 93

Handling Telecare Customer Data Safely and Securely Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula Asset Skills 2008 Housing NOS H3 01 Promote safe, ethical and sustainable practice in your area of responsibility Asset Skills 2008 Housing NOS Level 4 H4 19 Maintain and manage records and reports 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 Availability for use None Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Unit available from 01/10/2010 Unit guided learning hours 24 hours Exemptions None. Page 37 of 93

CIH Awarding Organisation Unit HP310 Homelessness Services and Prevention Credit Value 3 Learning outcomes 1. Understand the statutory framework for the provision of services to people who are homeless or threatened with homelessness. Assessment criteria 1.1. Summarise the statutory framework relating to people who are homeless or threatened with homelessness. 1.2. Explain the statutory responsibilities of local authorities to people who are homeless or threatened with homelessness. 2. Know about accommodation and services for people who are homeless or threatened with homelessness. 2.1. Describe accommodation types that are available for homeless people. 2.2. Summarise services that are available for people who are homeless or threatened with homelessness. 3. Understand how homelessness may be prevented. 3.1. Summarise the services and other measures organisations use to prevent homelessness. 3.2. Explain the importance of partnership working in the prevention of homelessness. Additional information about the unit Unit purpose and aim(s) The purpose of this unit is to raise learner awareness and understanding of the provision of services to both tackle and prevent homelessness. The unit aims to explore the statutory frameworks concerning homelessness. It also aims to examine the range of accommodation and services available and strategies and measures for the prevention of homelessness. Unit expiry date 31/08/2015 Review 31/08/2013 Page 38 of 93

Homelessness Services and Prevention 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 Availability for use Unit available from Unit guided learning hours 24 Asset Skills 2008 Housing NOS H3 07 Allocate accommodation to meet customers needs. H3 11 Provide housing advice and guidance to customers. H3 23 Help customers to move and settle into new living environments. H3 27 Provide support to customers to reduce the risk of homelessness. None Asset Skills 01.4 Public Services Chartered Institute of Housing Awarding Organisation Shared Exemptions Exemption from the credit achievement requirements for the unit may be claimed on the basis of the following NQF Unit: Homelessness Services and Prevention NQF accreditation number L/501/5118 Page 39 of 93

CIH Awarding Organisation Unit HP311 Housing Policy and Affordable Housing Credit Value 3 Learning outcomes 1. Understand how housing policy has shaped affordable housing development and provision since 1945. Assessment criteria 1.1 Describe the key developments in housing policy since 1945. 1.2 Identify the policies that have impacted upon the development and provision of social housing. 1.3 Explain how the key policies have impacted upon the development and provision of affordable housing. 2. Understand current approaches to enabling access to affordable housing. 2.1 Identify the housing policies and legislation that have affected access to affordable housing. 2.2 Explain how these policies have shaped current approaches to enabling access to affordable housing. 3. Know about the range of activities undertaken by social housing landlords. 3.1 Identify other policy developments (e.g. sustainability, regeneration) that have had an impact on the affordable housing sector. 3.2 Describe the range of non-housing activities that have been shaped by these policy developments. Additional information about the unit Unit purpose and aim(s) The aim of this unit is to provide learners with an opportunity to explore the developments in housing policy that have shaped the housing market and the provision of affordable housing. Unit expiry date 31/08/2015 Review 31/08/2013 Page 40 of 93