Level 4 and 5 top-up units

• Unit reference number: M/651/3053
• Approx. total unit time: 60 hours

Unit purpose/aim

This unit aims to provide learners with an understanding of the legal and regulatory system that underpins the delivery of housing services. It explores key landlord and tenant legislation including equality and diversity requirements, and how the law must be applied in practice.

Learning outcomes:

1. Understand the legal framework in a housing context.
2. Understand key tenant and landlord legislation and its application in practice.
3. Understand regulation that applies to the housing sector.

Assessment criteria:

• 1.1 - Summarise the national legal framework for the housing sector.
• 1.2 - Determine which route different housing cases would take through the legal framework.
• 2.1 - Explain key tenant and landlord legislation.
• 2.2 - Summarise the legal and regulatory requirements for equality and diversity that should be adhered to in housing.
• 2.3 - Evaluate the application of the law to an area of housing practice.
• 3.1 - Explain the purpose of housing regulation.  
• 3.2 - Discuss approaches housing organisations take to ensure compliance with regulatory standards.
• 3.3 - Explain the enforcement powers that regulators have.

• Unit reference number: R/651/3054
• Approx. total unit time: 60 hours

Unit purpose/aim

The unit aims to provide learners with an understanding of the history of housing policy, who is involved in policy-making, and how policies are influenced and developed. The learner will also gain an understanding of how policy impacts on practice.

Learning outcomes:

1. Understand the historical development of national housing policy.
2. Understand how current national housing policy is developed.
3. Understand how housing policy impacts on practice.

Assessment criteria:

• 1.1 - Summarise the historical development of national housing policy.
• 2.1 - Identify the key drivers for the development of housing policy.
• 2.2 - Identify the key participants in the policy-making process.
• 2.3 - Explain the process of developing evidence-based housing policy.
• 3.1 - Examine how local or regional factors have an impact on the implementation of national housing policy in practice.
• 3.2 - Evaluate the impact of a national housing policy on practice in an organisation.

• Unit reference number: T/651/3055
• Approx. total unit time: 60 hours

Unit purpose/aim

This unit aims to provide an understanding of the importance of good customer service, and communication. It covers the fundamentals of customer service, how to capture and use customer data to improve services and how equality diversity and inclusion practice supports good service delivery. 

Learners will understand the importance of developing and delivering services that meet the needs of a diverse range of housing customers including those experiencing vulnerability.

Learning outcomes:

1. Understand the principles of effective customer service in housing.
2. Understand how to improve the customer experience.
3. Understand the importance of equality diversity and inclusion for housing organisations and their customers.
4. Understand the role of housing in supporting customers experiencing vulnerability.

Assessment criteria:

• 1.1 - Describe the core principles that underpin excellent customer service.
• 1.2 - Explain the benefits of effective two-way communication in a customer service context.  
• 2.1 - Evaluate how quantitative and qualitative data is gathered to understand the diverse range of customers’ needs in housing.
• 2.2 - Explain how customer insight can be used to measure organisational performance, identify areas for improvement, and meet housing customers’ diverse needs.
• 3.1 - Explain the importance of inclusive customer communication methods in housing.
• 3.2 - Discuss how the application of an equality diversity and inclusion policy can impact the quality of customer service in housing.
• 3.3 - Explain how embedding equality diversity and inclusion in practice supports the business objectives of housing organisations.
• 4.1 - Outline how to support different customers experiencing vulnerability in housing.
• 4.2 - Review how effectively an existing housing service meets the needs of customers experiencing vulnerability or who have additional needs.

• Unit reference number: Y/651/3056
• Approx. total unit time: 60 hours

Unit purpose/aim

This unit aims to provide the opportunity to reflect on what professionalism means in a housing context, the learner will analyse their own professional practice against professional standards. It also examines the importance of exercising professional judgement, using a reflective practice model, and continuing professional development, along with an opportunity to create a professional development plan.

Learning outcomes:

1. Understand what professionalism means in a housing context.
2. Understand professional practice and professional standards.
3. Understand the importance of professional judgment and reflective practice in a housing context.
4. Be able to manage own professional development.

Assessment criteria:

• 1.1 - Explain what ‘professionalism’ means in a housing context with reference to the CIH Code of Conduct and Code of Ethics.
• 1.2 - Explain why a culture of professionalism is important within a housing organisation. 
• 2.1 - Analyse own professional practice against CIH professional standards.
• 3.1 - Explain why it is important to apply professional judgement and professional boundaries in a housing context.
• 3.2 - Explain how to use reflective practice in learning through experience.
• 3.3 - Describe a workplace situation that has challenged own professional judgement.
• 3.4 - Apply a reflective practice model to the situation described in assessment criteria 3.3.
• 4.1 - Explain the importance of Continuing Professional Development (CPD) for housing professionals.
• 4.2 - Create a professional development plan to support current role, and future goals and challenges.

• Unit reference number: Y/651/3065
• Approx. total unit time: 60 hours

Unit purpose/aim

This unit aims to provide the learner with an understanding of the legal and regulatory requirements, drivers for, and theories of resident involvement. It also covers the importance of resident involvement and how it impacts the delivery of housing services. Learners will also understand the benefits of engaging with residents to design and review services.

Learning outcomes:

1. Understand the drivers for resident involvement in housing.
2. Understand the importance and impact of effective resident involvement.
3. Understand the role of residents in supporting business improvement.

Assessment criteria:

• 1.1 - Describe the impact of legal and/or regulatory requirements and any other national drivers for resident involvement in housing.
• 1.2 - Critically evaluate the relevance of resident involvement theories to the application of current practice.
• 2.1 - Summarise the range of opportunities and support available for residents to be involved.
• 2.2 - Discuss the benefits of resident involvement.  
• 2.3 - Critically evaluate the effectiveness of two contrasting opportunities for resident involvement in own organisation.
• 3.1 - Describe how residents’ views and needs are taken into account to inform decision-making.
• 3.2 - Evaluate how resident involvement has contributed to an area of business improvement in an organisation.

• Unit reference number: J/651/4393
• Approx. total unit time: 60 hours

Unit purpose/aim

The unit aims to provide learners with an understanding of policy, the legal system, and regulation in relation to repairs and maintenance for landlords and tenants.

Learning outcomes:

1. Understand the link between law and policy in repairs and maintenance.
2. Understand the legislative framework and regulators for own country of operation.
3. Understand key legislation and regulation relating to repairs and maintenance and the safety of buildings.
4. Understand the remedies that are available to resolve repairs and maintenance related issues.

Assessment criteria:

• 1.1 - Examine how national government policy has informed legislation on repairs and maintenance over time.
• 1.2 - Explain how and why organisational policy is linked to current national policy for repairs and maintenance. 
• 2.1 - Summarise the legislative framework and the role of the regulator/s.
• 2.2 - Summarise the role of courts and tribunals.
• 2.3 - Outline the differences between criminal and civil law.
• 3.1 - Summarise key legislation that relates to the responsibilities of repairs, maintenance, and the safety of buildings.
• 3.2 - Summarise additional regulations and compliance that relate to repairs and maintenance, and the safety of buildings for tenants.
• 4.1 - Explain the legal remedies relevant to repairs and maintenance.
• 4.2 - Evaluate approaches to managing complaints, disputes, and ombudsman investigations related to repairs and maintenance.
• 4.3 - Outline how arbitration and adjudication can be used as remedies for repairs and maintenance issues.

• Unit reference number: Y/651/4190
• Approx. total unit time: 40 hours

Unit purpose/aim

The unit aims to provide the learner with an understanding of ethical practice and how this applies to housing organisations, housing professionals, and their stakeholders and customers.

Learning outcomes:

1. Understand ethical practice.
2. Understand how ethical practices apply to housing organisations and the impact on housing customers.  
3. Understand how ethical practices apply to a leader or manager in housing. 

Assessment criteria:

• 1.1 - Discuss the theory of ethical practice.
• 1.2 - Critically compare approaches to ethical practice between a housing organisation and an organisation outside of the housing sector.
• 2.1 - Evaluate the degree to which a housing organisation complies with a code of ethics in practice.
• 2.2 - Explain how business objectives and culture are affected by ethical considerations.
• 2.3 - Evaluate the implications of operating ethically and unethically for a housing organisation, and its stakeholders.
• 2.4 - Critically compare the impact of operating ethically and unethically on housing customers.
• 3.1 - Explain how a leader can influence the culture of ethics and behaviours within the organisation.
• 3.2 - Explain an ethical issue that could affect a leader or manager in housing.
• 3.3 - Apply the CIH ethical decision-making model to the issue.
• 3.4 - Evaluate the impact of the decision-making process.

• Unit reference number: A/651/4191
• Approx. total unit time: 80 hours

Unit purpose/aim

The unit aims to provide the learner with an understanding of leadership and management theories. It explores the role of leadership in creating an organisational vision and achieving organisational objectives. The learner will have the opportunity to compare the knowledge skills and behaviours required by managers and leaders, and to reflect on their own ability to be an effective leader and manager.

Learning outcomes:

1. Understand the relationship between management and leadership.
2. Understand how leadership styles impact on the vision and operation of the housing organisation.
3. Understand how leadership and management can be evaluated.

Assessment criteria:

• 1.1 - Critically discuss theories of management and leadership.
• 1.2 - Compare the knowledge skills and behaviours required to be an effective manager to those of an effective leader.
• 1.3 - Compare and contrast the roles of management and leadership in own organisation.
• 2.1 - Analyse the role of leadership in contributing to the creation of the organisation's vision and the communication of the vision to others.
• 2.2 - Discuss how effective different leadership styles are for achieving organisational objectives in housing organisations.
• 2.3 - Examine the impact of effective and ineffective leadership on the practice within the housing organisation.
• 3.1 - Discuss the role of feedback in evaluating leadership/ management in housing.
• 3.2 - Reflect on own ability to be an effective leader and manager. 

• Unit reference number: D/651/4192
• Approx. total unit time: 60 hours

Unit purpose/aim

The unit aims to provide the learner with an understanding of the role, purpose and complexity of a housing organisation. They will gain knowledge of strategic development and apply strategic planning to the development, implementation and monitoring of a business plan.

Learning outcomes:

1. Understand the role, purpose and complexity of a housing organisation.
2. Understand strategic development, strategic thinking and strategic planning, in housing organisations.
3. Be able to develop a vision for a housing organisation.
4. Be able to create and implement a strategic business plan.

Assessment criteria:

• 1.1 - Discuss how the role and purpose of housing organisations have changed over time.
• 1.2 - Critically evaluate ways in which housing organisations act in a commercial way and the impact this may have on their social purpose.
• 2.1 - Distinguish between strategic development, strategic thinking, and strategic planning.
• 2.2 - Evaluate key strategic development theories that apply to housing organisations.
• 3.1 - Examine the role of social, political, economic, and environmental factors in shaping the vision of a housing service.
• 3.2 - Apply a theory of strategic development to create a vision for a housing service.
• 4.1 - Outline business planning tools and methodologies.
• 4.2 - Create a business plan for a housing service using strategic planning.
• 4.3 - Formulate an approach to implement the business plan.
• 4.4 - Identify the critical stages for monitoring the business plan following implementation.

• Unit reference number: F/651/4193
• Approx. total unit time: 80 hours

Unit purpose/aim

The unit aims to provide the learner with an opportunity to understand the context of housing through a comparative study between their own country of study/ operation and another. They will develop an understanding of policy, the law and the social, cultural, political and economic context of housing policy on their chosen topic in two countries.

Learning outcomes:

1. Understand theoretical discourse and comparative housing studies.
2. Understand the historical development of housing policy related to one aspect of housing.
3. Understand the social, cultural, political and economic context of housing policy regarding one aspect of housing.
4. Understand the law in relation to one aspect of housing policy.
5. Be able to make a case for future trends in one aspect of housing policy.

Assessment criteria:

• 1.1 - Critically summarise two contrasting theoretical discourses about comparative housing studies.
• 2.1 - Critically compare the historical development of housing policy related to one aspect of housing.
• 3.1 - Critically compare the social and cultural context of housing policy regarding one aspect of housing.
• 3.2 - Examine the influence of political ideology on the evolution of housing policy regarding one aspect of housing.
• 3.3 - Discuss the implications of the current political and economic environment on housing policy regarding one aspect of housing.
• 4.1 - Compare and contrast the law in relation to one aspect of housing policy.
• 5.1 - Apply conclusions including potential future challenges drawn from the comparative housing study.
• 5.2 - Identify any lessons learned from the comparative study which can be taken forward for own nation of operation.

• Unit reference number: H/651/4194
• Approx. total unit time: 20 hours

Unit purpose/aim

The unit aims to provide learners with an understanding of how to manage partner relationships to deliver a successful housing service.

Learning outcomes:

1. Understand how to work with a variety of partners involved in the delivery of housing services.
2. Understand the principles of contract management in the delivery of a housing service.

Assessment criteria:

• 1.1 - Explore the variety of partners that a housing organisation works with to deliver services.
• 1.2 - Explain the skills and techniques required to influence a partner to deliver a service.
• 1.3 - Evaluate the effectiveness of a partner relationship on the delivery of a housing service.
• 2.1 - Examine methods for procuring and mobilising contracts for a housing service.
• 2.2 - Critically evaluate the delivery of a housing service in relationship to the performance of the contract management.

• Unit reference number: J/651/4195
• Approx. total unit time: 40 hours

Unit purpose/aim

This unit aims to provide an understanding of how to provide housing services that are inclusive and meet the diverse and changing needs of housing customers. It covers the importance of data gathering and resident involvement as well as effective communication methods.

Learning outcomes:

1. Understand how to provide inclusive housing services that meet the diverse and changing needs of housing customers.
2. Understand the impact of the diversification of housing services on landlords and customers.
3. Understand how to communicate with housing customers.

Assessment criteria:

• 1.1 - Evaluate methods for identifying characteristics and demographics and segmenting of housing customers, including those experiencing vulnerability and any additional needs.
• 1.2 - Evaluate an organisation's resident involvement strategy against good practice standards.
• 1.3 - Evaluate how the diverse and changing needs of housing customers, including those experiencing vulnerability and any additional needs, can impact the housing services delivered.
• 1.4 - Evaluate how resident involvement and customer data can be used to design and improve services that meet housing customers’ diverse and changing needs, including those experiencing vulnerability and any additional needs.
• 2.1 - Discuss the practical implications of the diversification of housing services for both landlords and customers, including those experiencing vulnerability and any additional needs.
• 3.1 - Critically review how well an organisation communicates with their housing customers, including those experiencing vulnerability and any additional needs, against good practice standards and make recommendations for improvements.
• 3.2 - Explain how the principles of data protection apply in relation to customer communication, including those experiencing vulnerability and any additional needs.

We have not set entry requirements for these top up units, however it may be beneficial for you to have some relevant experience or learning.

CIH approved study centres may also set their own entry requirements to ensure that you are able to achieve the learning and assessment.

The unit is centre assessed, using various methods such as tasks, portfolios, assignments, and professional discussions. Work is Internally quality assured by the centre and externally quality assured by the CIH Awarding Organisation.

Completion of this unit could be used as accredited training to bridge learning gaps for housing professionals who are in scope of requiring a regulated qualification under the Regulator of Social Housing’s Competence and Conduct Standard and hold a partially compliant qualification.

Any accredited top-up learning must be completed before the end of the transition period.

• For more information on the Competence and Conduct Standard, including in scope criteria, transition arrangements for partially relevant qualifications, and accredited top-up training requirements.

Qualification fees can vary depending on where, how and with which centre you choose to study.

For further information on fees, please contact your CIH approved study centre directly.

The units are different sizes depending on the content, see the unit information above for approximate study times.