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Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)

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 Level 3.

The qualification is supported by Asset

Skills, the Sector Skills Council for

Housing.

9/1/2013 CIH Awarding Organisation © CIH 2013

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,

that already have a level 2

qualification and/or experience of

working in housing.


© CIH 2013

QUALIFICATION RULES OF COMBINATION

Qualification title: CIH Level 3 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

3 3 4

Delivery of affordable housing services

Unit number R/602/3201

4 3 6

Equality and diversity for housing

Unit number R/602/3196

4 3 8

Health and safety for housing management

and maintenance

Unit number H/503/8209

4 3 10

House construction

Unit number Y/503/8210

5 3 12


© CIH 2013

UNIT TITLE CREDITS LEVEL PAGE

Housing maintenance systems

Unit number D/503/8211

3 3 14

Managing empty properties


3 3 16

Professional practice skills for housing


EXTERNALLY SET ASSESSMENT

4 3 18


© CIH 2013

THE UNITS

CIH Awarding Organisation Unit HM3M1

Title Customer Service Standards for Housing Maintenance

Level 3

Credit Value 3

Unit Ref Num. D/503/8208

Learning outcomes Assessment criteria

1. Know how performance indicators are used to improve repairs and maintenance services.

1.1. Summarise construction industry and national performance indicators for housing maintenance.

1.2. Explain how performance indicators are used to drive improvements in repairs and maintenance services.

2. Understand how customer service standards for repairs and maintenance services are determined.

2.1. Explain how customers service standards are linked to performance indicators and customer satisfaction rates.

2.2. Explain why customer service standards should be statements of what the customer can expect in terms of time, quality and customer care.

3. Understand how customer satisfaction and feedback mechanisms can be used to improve performance in repairs and maintenance.

3.1. Summarise methods of collecting feedback from customers on performance against service standards.

3.2. Explain how this information is used to drive service improvement.

Additional information about the unit

Unit purpose and aim(s) The unit aims to introduce the learner to the importance of customer service standards in driving service improvements in repairs and maintenance.

Unit review date 29/02/2016

Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula

H16 Develop and maintain open and honest relationships with customers.

Assessment requirements or guidance specified by a sector or regulatory body

N/A


© CIH 2013

Title Customer Service Standards for Housing Maintenance

Level 3

Support from Sector Skills Council Asset Skills

Subject/sector classification 01.4 Public services

Unit guided learning hours 20

Exemption None


© CIH 2013

CIH Awarding Organisation Unit HP3M1

Title Delivery of Affordable Housing Services

Level 3

Credit Value 4

Unit Ref Num. R/602/3201


1. Know the main types of affordable housing service providers nationally and the services they deliver.

1.1. Describe the organisations providing affordable housing services nationally.

1.2. Classify the services that are delivered by affordable housing providers.

2. Understand the importance of partnership working in the delivery of housing and community services.

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. Know a range of opportunities for resident participation in housing and housing related services.

3.1. Describe the difference between participation and consultation.

3.2. Review methods of resident participation.

4. Understand the regulatory system for affordable housing and the use of performance measures.

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.


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


© CIH 2013

Title Delivery of Affordable Housing Services

Level 3

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 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

Support for the unit from a sector skills council or other appropriate body

Support from Asset Skills

Location of the unit within the subject/sector classification system

01.4 Public Services

Name of the organisation submitting the unit

Chartered Institute of Housing Awarding Organisation

Unit available from 01/10/2010


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


© CIH 2013


Title Equality and Diversity for Housing

Level 3

Credit Value 4

Unit Ref Num. R/602/3196


1. Know equality and diversity legislation and how it relates to housing.

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.


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.



© CIH 2013

Title Equality and Diversity for Housing

Level 3

Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula (if appropriate)

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


Support from Asset Skills







Exemptions None


© CIH 2013


Title Health and Safety for Housing Management and Maintenance

Level 3

Credit Value 4

Unit Ref Num. H/503/8209


1. Understand the requirements of health and safety acts and policies, for housing management and maintenance.

1.1. Summarise health and safety acts and policies relevant to housing management and maintenance.

1.2. Summarise situations when Construction Design and Management Regulations apply.

2. Understand the application of health and safety acts and policies.

2.1. Explain the impact of health and safety legislation on individuals.

2.2. Explain the consequences of non compliance with health and safety legislation.

3. Understand potential housing maintenance related health hazards within the home.

3.1. Explain how chemical and biological hazards can impact on health e.g. asbestos, mould, legionella.

3.2. Explain the potential hazards posed by gas and electricity installations.

3.3. Review procedures for dealing with potential housing maintenance related health hazards within the home.

4. Understand how fire safety guidelines for dwellings may be breached.

4.1. Explain how fire safety guidelines may be breached in low-rise dwellings.

4.2. Explain how fire safety guidelines may be breached in high-rise dwellings.

4.3. Summarise fire safety issues relating to dwellings occupied by vulnerable people.


© CIH 2013

Title Health and Safety for Housing Management and Maintenance

Level 3

5. Understand personal safety for housing management and maintenance workers.

5.1. Explain lone working procedures for housing management and maintenance workers.

5.2. Explain how to work safely in risky situations e.g. at height, lifting etc.


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.



Links to Level 3 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


Chartered Institute of Housing



Exemptions None


© CIH 2013


Title House Construction

Level 3

Credit Value 5

Unit Ref Num. Y/503/8210


1. Understand the common forms of construction for social housing stock.

1.1. Compare the main types of construction used to build social housing pre and post 1960.

1.2. Summarise the main structural features of a range of typical dwelling types e.g. traditional, high rise, non-traditional.

2. Understand the utility services provided to a typical dwelling

2.1. Explain drainage systems above and below ground.

2.2. Explain gas, electricity and water mains supplies and distribution.

2.3. Explain legal requirements to check and service gas and electricity installations.

2.4. Explain the main types of space and water heating systems.

3. Understand common housing defects and repairs.

3.1. Diagnose common housing/building or property defects and identify remedial action

3.2. Perform an onsite survey and recommend remedial action.

3.3. Perform a post inspection and report on performance.


Unit purpose and aim(s) 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.

Assessment requirements or None


© CIH 2013

Title House Construction

Level 3

guidance specified by a sector or regulatory body



Organisations submitting unit Chartered Institute of Housing (CIH)



Exemptions None


© CIH 2013


Title Housing Maintenance Systems

Level 3

Credit Value 3

Unit Ref Num. D/503/8211


1. Understand the process systems to deliver a service for responsive/day to day repairs.

1.1. Explain the key stages of an economic, efficient and effective responsive/day to day repairs service.

1.2. Evaluate the key challenges for delivering an economic, efficient and effective responsive/day to day repairs service.

2. Understand the process

systems to deliver long term asset management programmes.

2.1. Summarise the types of work included in asset management e.g. planned and programmed maintenance, improvements, major repairs, cyclical including annual maintenance.

2.2. Review systems used to deliver economic, efficient and effective asset management programmes.

3. Understand the relationship between the client and contractor roles in the delivery of housing maintenance systems.

3.1. Evaluate the relationship between client and contractor in the delivery of housing maintenance systems (including service contracts).

3.2. Review the benefits of the client and contractor approach to managing housing maintenance systems.


Unit purpose and aim(s) 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

Title Housing Maintenance Systems

Level 3


None



Organisations submitting unit Chartered Institute of Housing (CIH)



Exemptions None


© CIH 2013

CIH Awarding Organisation Unit HP334

Title Managing Empty Properties

Level 3

Credit Value 3



1. Understand approaches to the management of void properties.

1.1. Explain the key stages in the management of void properties to include the cycle of inspection, security, refurbishment, repair and reallocation.

1.2. Summarise the customer focused approach to managing empty properties in terms of tailored management systems.

2. Understand how void properties provide an opportunity for landlords to assess quality standards for their properties.

2.1. Explain the processes used to inspect void properties against local or national standards.

2.2. Explain the need to balance resident and community requirements against repairs and refurbishments.

3. Know the role of void management as part of managing sustainable communities.

3.1. Summarise how void properties are managed in a landlord’s allocation policy.

3.2. Explain the implications on communities of failing to address void properties appropriately.

3.3. Explain the legal framework for reletting/reallocating empty properties including legal redress for abandonment and recovering debts.


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

Title Managing Empty Properties

Level 3



Asset Skills 2008 Housing NOS Level 3:

H3 01 Promote safe, ethical and sustainable practice in your area of responsibility

H3 12 Manage empty properties


None


Asset Skills







Exemptions None


© CIH 2013


Title Professional Practice Skills for Housing

Level 3

Credit Value 4



3. Understand the key

skills required for the

housing professional.

1.1. Identify and evaluate a range of key skills

required for the housing professional.

1.2. Explain what ‘professionalism’ means in a

housing context.

4. Be able to assess own

professional

performance.

2.1. Explain the concept of ‘reflective practice’.

2.2. Reflect on own professional practice skills.

2.3. Evaluate the role of feedback in improving

performance.

5. Be able to manage own

professional

development.

3.1. Describe their working experience in

housing.

3.2. Plan own training and professional

development to meet current and future

challenges.

3.3. Develop a professional development plan.


Unit purpose and aim(s) 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.

Details of the relationship

between the unit and the

relevant national

occupational standards

or other professional

standards or curricula

Asset Skills 2008 Housing NOS Level 3

H3 02 Manage your own resources and

professional development


© CIH 2013

Title Professional Practice Skills for Housing

Level 3

Assessment

requirements or guidance

specified by a sector or

regulatory body

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 for the unit from

a sector skills council or

other appropriate body

Support sought from Asset Skills

Location of the unit within

the subject/sector

classification system

01.4 Public services

Unit available from 04 Sept 2013

Unit guided learning

hours

30

Exemption from the

credit achievement

requirements for the unit

may be claimed on the

basis of the following

units:

Professional Practice Skills for Housing –

D/501/3373

Professional Practice Skills for Housing –

R/602/3019

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