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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.
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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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
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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UNIT TITLE CREDITS LEVEL PAGE
Housing maintenance systems
Unit number D/503/8211
3 3 14
Managing empty properties
Unit number Y/602/4382
3 3 16
Professional practice skills for housing
Unit number Y/505/5928
EXTERNALLY SET ASSESSMENT
4 3 18
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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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
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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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
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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CIH Awarding Organisation Unit HP3M1
Title Delivery of Affordable Housing Services
Level 3
Credit Value 4
Unit Ref Num. R/602/3201
Learning outcomes Assessment criteria
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.
Additional information about the unit
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
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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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
Assessment requirements or guidance specified by a sector or regulatory body
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
Unit guided learning hours 30
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
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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CIH Awarding Organisation Unit HP3M2
Title Equality and Diversity for Housing
Level 3
Credit Value 4
Unit Ref Num. R/602/3196
Learning outcomes Assessment criteria
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.
Additional information about the unit
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.
Unit expiry date 31/08/2015
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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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
Assessment requirements or guidance specified by a sector or regulatory body
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
Unit guided learning hours 30
Exemptions None
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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CIH Awarding Organisation Unit HM3M2
Title Health and Safety for Housing Management and Maintenance
Level 3
Credit Value 4
Unit Ref Num. H/503/8209
Learning outcomes Assessment criteria
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.
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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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.
Additional information about the unit
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.
Unit review date 29/02/2016
Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula
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
Assessment requirements or guidance specified by a sector or regulatory body
N/A
Support for the unit from a sector skills council or other appropriate body
Asset Skills
Location of the unit within the subject/sector classification system
1.4 Public Services
Name of the organisation submitting the unit
Chartered Institute of Housing
Unit available from 01/03/2012
Unit guided learning hours 33
Exemptions None
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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CIH Awarding Organisation Unit HM3M3
Title House Construction
Level 3
Credit Value 5
Unit Ref Num. Y/503/8210
Learning outcomes Assessment criteria
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.
Additional information about the unit
Unit purpose and aim(s) The unit aims to introduce the learner to typical housing construction methods and common housing maintenance problems.
Unit review date 29/02/2016
Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula
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
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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Title House Construction
Level 3
guidance specified by a sector or regulatory body
Support from Sector Skills Council Asset Skills
Subject/sector classification 01.4 Public services
Organisations submitting unit Chartered Institute of Housing (CIH)
Unit available from 01/03/2012
Unit guided learning hours 33
Exemptions None
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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CIH Awarding Organisation Unit HM3M4
Title Housing Maintenance Systems
Level 3
Credit Value 3
Unit Ref Num. D/503/8211
Learning outcomes Assessment criteria
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.
Additional information about the unit
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
Unit review date 29/02/2016
Details of the relationship between the unit and relevant national occupational standards or other professional standards or curricula
H2 11 Organise the maintenance and repair of property
H2 13 Respond to customer requests for repairs
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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Title Housing Maintenance Systems
Level 3
Assessment requirements or guidance specified by a sector or regulatory body
None
Support from Sector Skills Council Asset Skills
Subject/sector classification 01.4 Public services
Organisations submitting unit Chartered Institute of Housing (CIH)
Unit available from 01/03/2012
Unit guided learning hours 20
Exemptions None
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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CIH Awarding Organisation Unit HP334
Title Managing Empty Properties
Level 3
Credit Value 3
Unit Ref Num. Y/602/4382
Learning outcomes Assessment criteria
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.
Additional information about the unit
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.
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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Title Managing Empty Properties
Level 3
Unit expiry date 31/08/2015
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 01 Promote safe, ethical and sustainable practice in your area of responsibility
H3 12 Manage empty properties
Assessment requirements or guidance specified by a sector or regulatory body
None
Support for the unit from a sector skills council or other appropriate body
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
Unit guided learning hours 24
Exemptions None
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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CIH Awarding Organisation Unit HP3M4
Title Professional Practice Skills for Housing
Level 3
Credit Value 4
Unit Ref Num. Y/505/5928
Learning outcomes Assessment criteria
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.
Additional information about the unit
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
Qualification Snapshot – CIH Level 3 Certificate in Housing Maintenance (QCF)
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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