Typical job titles

• Generic or specialist housing officer or Neighbourhood officer (for example Anti-social behaviour,
  resident involvement, Tenancy sustainment, Homelessness, Repairs, Sheltered housing)
• Neighbourhood Co-ordinator or Advisor
• Lettings officer, Allocations officer, Tenancy officer, Income management officer
• Leasehold management officer, Private sector housing officer, Strategic Housing Officer, Property
  manager
• Negotiator, Senior Negotiator

Occupational profile
The housing and property management occupation is customer facing and primarily responsible for the creation and sustainment of successful tenancies in the private and social rented housing sectors. This work must comply with contractual, statutory and legal regulations and approved Codes of Practice.

The work is varied and often includes addressing complex people related matters (for example supporting people to live independently) as well as property related responsibilities. The role incorporates a degree of lone working with minimum supervision whilst predominantly working within the wider organisation and team, communities and external partners.

Housing and property management professionals are proactive in finding solutions to problems and identifying areas for improvement. They take individual responsibility for the quality and accuracy of their work and its administration. At Level 3 some housing and property professionals may also have supervisory responsibility for other people.

The apprenticeship prepares an individual for a range of general housing and property management duties leading to operational or specialist roles.

Housing and property management professionals knowledge

• Legislation and regulation – Understand the principles, practices and legislation relating to current landlord and tenant law for the letting, maintenance and termination of a variety of tenancy types, including but not limited to: shorthold, assured, secure, long leasehold and shared ownership. Understand the principles, practices and legislation as it applies to governance, court proceedings, contracts, data protection, safeguarding and other relevant areas Understand legislation and regulations as they apply to housing standards
• Organisation background Information – Understand the principles, priorities and values of the organisation they work for, including an awareness of the business plan, the range of services available to clients and customers, , the roles and responsibilities of others and team targets and or Key Performance Indicators.
• Assets – Understand the social and physical context of estates, neighbourhoods and how to resolve defects, common problems, health and safety issues and repairs to dwellings.
• Customers – Understand the diversity of the communities which the business serves.
• Context – Understand the current and historical context of social, rented, affordable, private housing and the broader housing market.
• Range of services – Have an appreciation of the range of applicable housing services for example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, anti- social behaviour, care and supported housing, rents, service charges and portfolio accounts and community involvement.
• Organisational policies – Understand the principles, policies and practices of the organisation they work for in terms of customer and client care, employee code of conduct, team working, risk, personal safety, health and safety, equality and diversity, safeguarding and business communications.

Housing and property management professionals skills

• Customer Service – Apply a range of customer service skills in order to provide a professional, accurate, timely, ethical and non-judgemental front line service which meets the needs of a diverse range of customers and stakeholders
• Communication – Demonstrate appropriate communication skills to enable timely identification and/or resolution of issues for customers and appropriate signposting to other colleagues and/or partner agencies.
• Collaborative working – Work collaboratively with colleagues and partners to achieve individual, team and business targets.
• Respond to vulnerability – Use skill and judgment to understand the needs of vulnerable individuals and groups(including those with complex needs) and respond appropriately
• Information collection and sharing – Use a variety of methods to identify, collect and communicate technical and other information in a confident and effective manner.
• Influencing and negotiating skills – Influence and negotiate with customers, partners and suppliers.
• Self-management – Organise and plan their own work to ensure tasks are completed and deadlines met.
• Problem solving – Use a problem solving and flexible approach in their day to day duties.
• Tools and equipment – Effective use of IT equipment and software, through administration and the appropriate use of work equipment
• Decision making – Effective decision making in order to apply the businesses objectives and priorities.

Housing and property management professionals behaviours

• Responsive – Takes timely and responsive action to address issues
• Trust and Integrity – Develop trust by working in a confidential, ethical and empathetic manner with a common sense and professional attitude.
• Adaptability – Willingness to accept changing priorities and work patterns
• Independence – Work independently and effectively without close supervision.
• Dependability – Meets personal commitments and expectations of others
• Personal commitment – Takes responsibility for their own personal and professional development.
• Resilience – Has a high level of resilience, tenacity and calmness
• Role model – Acts as an ambassador and role model for their employer with customers, clients and partners.
• Customer Care – Demonstrates a responsive approach to customer needs and understands their personal impact on customers and their lives
• Team work – Values team work and is an effective team player, accepts responsibility for the work of themselves and others.

Duration
Typically 18-24 months.

Level
Level 3

Entry requirements
Employers will identify any relevant entry requirements through selection.

Apprentices without Level 2 English and maths will need to achieve this level prior to completion of their Apprenticeship

Professional body alignment and progression
On completion of the apprenticeship, apprentices will be able to apply to the following for membership:

• Chartered Institute of Housing (CIH) at Member level.
• Association of Residential Letting Agents (ARLA) at Associate Level.
• Institute of Residential Property Management (IRPM) at Associate Level.

Apprentices will be able to progress to managerial and/or professional roles within the housing sector.

Review
The standard will be reviewed after 3 years