What is the difference between a secure tenancy and an assured shorthold tenancy?

A secure tenancy is typically granted by local authorities and offers strong security of tenure, meaning the tenant can only be evicted on specific grounds (e.g., rent arrears, anti-social behaviour) and the landlord must follow strict legal procedures. An assured shorthold tenancy (AST) is the most common form of private renting, offering less security; landlords can evict using a Section 21 notice without giving a reason, provided they comply with legal requirements. Secure tenancies are more protected, while ASTs are more flexible for landlords.

What duties do local authorities have towards homeless people?

Under the Homelessness Reduction Act 2017, local authorities have a duty to prevent homelessness for all eligible applicants threatened with homelessness within 56 days, and to relieve homelessness for those who are already homeless. They must also provide interim accommodation if there is a reason to believe the applicant may be homeless, have a priority need, and be eligible. For applicants in priority need (e.g., families with children, vulnerable adults), the authority has a main housing duty to secure accommodation for at least two years.

How does the Housing Health and Safety Rating System (HHSRS) work?

The HHSRS is a risk-based assessment tool used by local authorities to evaluate potential hazards in residential properties. It identifies 29 categories of hazards (e.g., damp, excess cold, falls) and rates them based on the likelihood and severity of harm to occupants. If a hazard is rated as Category 1 (serious), the authority must take enforcement action, such as issuing an improvement notice or prohibition order. For Category 2 hazards, they have discretion to act. The system aims to ensure homes are safe and healthy.

What is the difference between a housing association and a local authority?

A housing association is a non-profit organisation that provides affordable housing, often registered with the Regulator of Social Housing. They are independent of government but receive funding and are subject to regulation. Local authorities are elected bodies that have statutory duties for housing, including strategic housing functions, homelessness services, and managing their own housing stock (council housing). While both provide social housing, local authorities have broader responsibilities and are directly accountable to the public.

Can a landlord evict a tenant without a court order?

No, a landlord cannot legally evict a tenant without a court order. Even if the tenancy has ended or the tenant has breached the agreement, the landlord must follow the proper legal process: serve a valid notice (e.g., Section 21 or Section 8), then apply to the court for a possession order. If the tenant does not leave, the landlord must ask the court to issue a warrant for bailiffs to enforce eviction. Self-help evictions, such as changing locks or cutting off utilities, are illegal and can result in criminal charges.

What is the 'right to buy' scheme?

The Right to Buy scheme allows most secure tenants of local authorities (and some housing associations) to purchase their home at a discounted price. Introduced by the Housing Act 1980, it aims to promote home ownership. Discounts are based on the length of tenancy, with a maximum discount cap that varies by region. However, the scheme has been criticised for reducing the stock of social housing. Eligibility criteria include being a secure tenant for at least three years and the property being your only or principal home.

Customer focus in housing

CHARTERED INSTITUTE OF HOUSING

vocational

This element equips learners with the foundational principles of customer-centric service delivery within the housing sector, emphasizing proactive engagement and continuous improvement. It explores practical strategies to enhance the customer journey, embedding equality, diversity, and inclusion to meet diverse needs. Additionally, it addresses the critical role of housing professionals in identifying and responding to customer vulnerability, ensuring safe and supportive environments.

Learning Outcomes

Assessment Guidance

Key Skills

Key Terms

Assessment Criteria

Assessment criteria

CIH Level 4 Certificate in Housing

CIH Level 4 Certificate in Housing Management and Service Delivery

CIH Level 4 Certificate in Managing Housing Maintenance

Topic Overview

The CIH Level 4 Certificate in Housing provides a comprehensive foundation for understanding the UK housing sector. This qualification covers the key principles of housing policy, law, and practice, equipping students with the knowledge needed to work effectively in housing management, policy development, or related roles. It is designed for those already working in housing or seeking to enter the profession, and it aligns with the professional standards set by the Chartered Institute of Housing.

This certificate is part of the wider Public Services curriculum, as housing is a fundamental public service that impacts health, education, and social well-being. Students will explore topics such as the history of housing policy, the roles of different housing providers (local authorities, housing associations, private landlords), and the legal frameworks governing tenancies, homelessness, and housing allocations. Understanding these elements is crucial for anyone aiming to improve housing outcomes and address inequalities in communities.

By studying this qualification, students develop critical thinking and analytical skills applicable to real-world housing challenges. They learn to evaluate policy impacts, apply legislation to case studies, and propose solutions to housing issues. This knowledge is directly relevant to careers in housing management, local government, and third-sector organisations, making it a valuable stepping stone for professional development in public services.

Key Concepts

Core ideas you must understand for this topic

→Housing Policy and Legislation: Understanding key Acts such as the Housing Act 1996, Homelessness Reduction Act 2017, and the Equality Act 2010, and how they shape housing practice.
→Tenure Types: Distinguishing between social housing, private renting, owner-occupation, and shared ownership, including the rights and responsibilities associated with each.
→Housing Allocations and Homelessness: The legal framework for allocating social housing (e.g., the allocation scheme) and duties owed to homeless applicants under Part 7 of the Housing Act 1996.
→Landlord and Tenant Law: Key principles of tenancy agreements, possession proceedings, and grounds for eviction, including assured shorthold tenancies and secure tenancies.
→Housing and Health: The relationship between housing conditions and health outcomes, including the Housing Health and Safety Rating System (HHSRS) and decent homes standards.

Learning Objectives

What you need to know and understand

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.
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.
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

Key criteria assessors look for in your portfolio

Award credit for demonstrating an ability to apply customer service standards and complaint resolution procedures in housing contexts, showing how these lead to improved satisfaction.
Award credit for presenting a customer journey map with clear touchpoints and recommending evidence-based improvements, including co-production with residents.
Award credit for explaining the legal and regulatory framework for equality, diversity, and inclusion, and giving a worked example of an equality impact assessment on a housing service.
Award credit for identifying indicators of vulnerability, proposing reasonable adjustments, and outlining referral pathways to support services, in line with organisational safeguarding policies.
Explain principles of effective customer service in housing.
Describe how to improve customer experience.
Understand the importance of equality, diversity, and inclusion.
Identify the role of housing in supporting vulnerable customers.
Award credit for demonstrating how housing maintenance services align with the CIH professional standards for customer care, including timely response, clear communication, and tenant empowerment.
Expect evidence of tenant feedback mechanisms (e.g., surveys, focus groups) being used to review and enhance maintenance processes, with specific examples of implemented changes.
Assessors should look for application of inclusive design and communication practices in maintenance service delivery, ensuring accessibility for all protected characteristics as per the Equality Act 2010.
Credit should be given for identifying vulnerability indicators and tailoring maintenance interventions, such as prioritizing repairs for vulnerable tenants or offering alternative communication methods.

Assessment Guidance

Guidance for achieving higher grades

💡Always link your answers to the CIH professional standards and the regulatory expectations of the housing sector (e.g., Social Housing White Paper, Consumer Standards).
💡Use specific, real-world examples from your own practice or case studies to illustrate how customer focus leads to better outcomes, such as reduced complaints or increased satisfaction.
💡When discussing vulnerability, demonstrate a person-centred approach: identify the impact on the individual, not just the category of need.
💡For written assignments, structure your response around the plan-do-review cycle, showing how you would evaluate the effectiveness of customer service improvements.
💡Use real-life examples from housing contexts.
💡Reference relevant legislation and policies.
💡Show empathy in your responses.
💡In assignments, link theoretical customer service models (e.g., SERVQUAL) to practical housing maintenance scenarios to demonstrate depth.
💡Use the CIH's Code of Ethics and Professional Conduct as a benchmark when evaluating case studies on customer interaction.
💡When discussing EDI, provide concrete examples of inclusive practices, such as arranging interpreters or providing materials in alternative formats.
💡For vulnerability support, reference regulatory frameworks like the Care Act 2014 and how housing organizations collaborate with external agencies.
💡Always refer to specific legislation and case law in your answers. For example, when discussing homelessness, mention the Homelessness Reduction Act 2017 and the case of R (on the application of N) v Lewisham LBC (2014) to demonstrate depth of knowledge.
💡Use the 'PEEL' structure (Point, Evidence, Explanation, Link) for essay questions. State your point, provide evidence from legislation or policy, explain how it applies, and link back to the question. This ensures you cover all marking criteria.
💡Practice applying concepts to real-world scenarios. Examiners love questions that ask you to 'advise' a tenant or landlord. Use a step-by-step approach: identify the issue, relevant law, possible outcomes, and recommendations.

Common Mistakes

Common errors to avoid in your coursework

Assuming customer service is only about being polite, rather than a systematic approach to meeting stated and unstated needs through accessible, responsive services.
Overlooking hidden vulnerabilities (e.g., mental health, financial abuse) and failing to tailor communication or service delivery accordingly.
Treating equality, diversity, and inclusion as a tick-box exercise without linking it to tangible changes in policy, practice, or the built environment.
Confusing customer feedback with customer insight; failing to triangulate data from complaints, surveys, and informal feedback to drive strategic change.
Treating all customers the same without considering needs.
Ignoring legal requirements for equality.
Not recognising signs of vulnerability.
Assuming all tenants have the same expectations and needs, overlooking the diversity of customer segments.
Focusing solely on reactive maintenance without considering proactive customer engagement strategies.
Neglecting to implement reasonable adjustments for disabled tenants during maintenance works.
Failing to recognize that vulnerability can be temporary or hidden, leading to inadequate support.
Misconception: 'All homeless people are automatically entitled to social housing.' Correction: The Homelessness Reduction Act 2017 places a duty on local authorities to prevent and relieve homelessness, but not all applicants have a priority need or local connection, and the duty may be discharged through private renting.
Misconception: 'A landlord can evict a tenant at any time with two months' notice.' Correction: Under the Deregulation Act 2015, a Section 21 notice (no-fault eviction) requires at least two months' notice, but the landlord must also comply with deposit protection, gas safety, and other legal requirements. Additionally, Section 8 notices require specific grounds and court proceedings.
Misconception: 'Housing associations are private companies that can set any rent they like.' Correction: Housing associations are regulated by the Regulator of Social Housing and must follow rent standards, including the annual rent increase cap set by the government. They also have social objectives and are not purely profit-driven.

Frequently Asked Questions

Common questions students ask about this topic

Before You Start

Prior knowledge that will help with this topic

•Basic understanding of the UK political system and how public services are organised (e.g., local government, central government).
•Familiarity with key legal concepts such as statute law, common law, and the court system, as housing law is a core component.
•An awareness of social issues like poverty, inequality, and social exclusion, as housing is closely linked to these topics.

Key Terminology

Essential terms to know

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.
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.
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.

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Customer focus in housing

Assessment criteria

Topic Overview

Key Concepts

Learning Objectives

Assessment Criteria

Assessment Guidance

Common Mistakes

Frequently Asked Questions

Before You Start

Key Terminology

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