Unit 01 Introduction to the social housing sector

1. Understand the housing sector

• 1.1 Outline the history of Registered Social Landlords
• 1.2 Describe the different types of social housing organisations
• 1.3 Identify the different people that might use social housing
• 1.4 Describe the range of services provided by social housing
• 1.5 Outline the provision available through supported accommodation
• 1.6 Describe the relationship between a landlord and their tenants
• 1.7 Identify current government legislation relating to housing associations and their functions
• 1.8 Identify potential career progression routes within the housing sector

2. Understand customer service in the context of the housing sector

• 2.1 Explain the purpose of customer service
• 2.2 Explain the term ‘service offer’
• 2.3 Outline the specific needs of tenants within a housing association
• 2.4 Explain the importance of good communication in customer service
• 2.5 Identify barriers to providing effective customer service
• 2.6 Identify ways to overcome barriers to providing effective customer service.

3. Know how to direct tenants to useful support services and information

• 3.1 Identify support services that tenants could be referred to
• 3.2 Identify sources of information and support for tenants
• 3.3 List community engagement activities available to tenants in own local area
• 3.4 Explain the benefits of community engagement in the housing sector