5 Day Housing Management Induction Programme
At Gravitas Training we will teach you precisely what you need to know to do the job on a day to day operational basis, and how to secure the job through effective applications, assessments, and interviews.
The course outline below structures the week into two parts - covering the technical housing management knowledge and key housing functions on days 1-3, followed by the generic & cultural aspects of the role on days 4-5, including: generic customer service standards; written standards; managing your work; developing effective supporting statements; and interview preparation and tips.
Day 1
Competency Framework for Housing Sector/Customer Service Job Applications
Anti Social Behaviour (ASB) Management
Estate Management (Live Outdoor Estate Inspection)
Day 2
Maintenance
Notice of Seeking Possession (NOSP)
Rent Management
Day 3
Voids & Allocations
Tenancy Management
Tenant Involvement
Tenure Types & Affordable Housing Options
Day 4
Customer Service Standards in Housing
Effective Letter Writing Skills & Responding to Complaints
Effective Job Search Tips
Developing CV's & Supporting Statements
Day 5
Literacy & Numeracy Test
Problem Solving Exercise
2 Hour Housing Management In-Tray Exercise
Competency & Technical Interviews
| Course |
Subject Area |
Course Content & Learning Outcomes |
| 1 |
Rent Collection |
- How rent is set & regulated
- Collecting rent, rent arrears & prevention methods
- Supporting the tenant & support agencies
- Formal action & legal processes
- How to achieve a number of outcomes at court
- Monitoring & support following court outcomes
- Eviction process, appeals and vulnerable tenants
|
| 2 |
Anti Social Behaviour (ASB) Management |
- Identify different types of ASB
- Priority levels and response times for ASB cases
- ASB prevention, early action & early intervention
- Managing tenant expectations
- How to investigate an ASB case
- Informal & formal tools to manage and combat ASB
- Multi-agency partnership approach & its benefits
|
| 3 |
Tenancy Management |
- Changes to the tenancy agreement
- Investigating and making balanced & fair decisions
- Taking appropriate action in tenancy breaches
- Abandonment, subletting, and illegal use of property
- Legal processes in tenancy breaches and enforcement
- Managing tenant expectations
- Re-housing options & referral to other relevant services
|
| 4 |
Voids & Allocations |
- How to manage a void (empty) property
- Inspecting the property &instructing maintenance
- Ensure properties are habitable within tight time frames
- Working with internal teams, local authorities & residents
- Sourcing suitable tenants for void properties
- Monitoring Voids / Void & Allocation Targets
- How to sign up a tenant
- Good tenancy conduct & access to housing services
|
| 5 |
Tenant / Resident
Involvement |
- The importance of resident involvement
- How to promote, facilitate & develop tenant involvement & resident associations
- Community development initiatives
- Funding opportunities & applications
- Monitoring outcomes & measures from tenant involvement work
- Empower residents through training & development
- Consultation & steering groups
|
| 6 |
Maintenance & Repair Obligations |
- Homes maintained to a "decent home standard"
- What is a qualifying right to repair?
- Instructing relevant trades people
- Quality, job completion & satisfaction levels
- Complaints & compensation
- Complex maintenance matters & legal actions
- Managing tenant expectations
- Tenant Involvement & major works
|
| 7 |
Customer Service Standards |
- Providing customers with a referral to other internal departments, teams and services
- Providing basic information on all services & how to access
- Basic tenancy checks including rent accounts & sending out rent statements
- Listening & Identify key customer needs & wants
- Positive initial contact
- Turning a negative customer encounter into a positive
- Effective Customer Service Language
- How to structure & steer the conversation
- Managing difficult customers
- Managing customer expectations
- Maintaining accurate notes
|
| 8 |
Neighbourhood Management & Estate Services |
- The estate inspection regime
- How to complete an effective inspection
- Monitoring & enforcing cleaning contracts
- Joint inspection with residents
- Service charge setting
- Resolving Service Charge Queries
- Tenant consultation & major works
- Setting new service charges
- Identifying & implementing neighbourhood & environmental improvements
|
| 9 |
Competency Framework |
- Identifying the competency framework
- Technical & Cultural/Generic Competencies
- Extracting transferable skills from previous experiences
- Developing effective & relevant examples for each competency
- Effectively communicating & amplifying each competency area in writing and through interviews
|
| 10 |
Customer Feedback & Complaints |
- Complaints are the best methods of customer feedback
- Structuring an effective complaint response
- Starting and ending letters with positives
- Effective techniques to restore trust with the customer
- Offering opportunities to escalate the complaint
|
| 11 |
Dealing with Difficult Customers |
- Effective techniques to calm a difficult situation
- Awareness of personal and team safety
- Developing good listening skills through role playing
- Providing clear practical alternative options
|
| 12 |
Personal & Workload Management |
- Basic principles of project management
- Utilising electronic calendars
- Using Spreadsheets and Cascading Deadlines
- Ensuring clarity around objectives & targets
- "Managing your manager"
- Developing & maintaining personal admin functions
|
| 13 |
Effective Letter Writing Skills |
- Grammar
- Structure
- Good News, Bad News, Good News
- How to write more pertinently and succinctly
|
| 14 |
Key Telephone Skills |
- How to manage various types of calls
- Effective call handling
- Listening & Identify key customer needs & wants
- Positive initial contact
- Turning a negative customer encounter into a positive
- Effective Customer Service Language
- How to structure & steer the conversation
- Managing difficult customers
- Managing customer expectations
- Maintaining accurate notes
|
| 15 |
Recruitment Stage
Assessments / Interviews |
- Literacy & Numeracy Tests
- Aptitude Tests
- 2 Hour Housing Management In-Tray Exercise
- Group Exercise
- Technical & Cultural/Generic Interviews
|
| 16 |
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