Customer care in lettings — Chartered Institute of Housing End-Point Assessment Service Industries Revision

    This subtopic focuses on delivering excellent customer service within residential lettings, underpinned by industry codes of practice. It explores how lett

    Topic Synopsis

    This subtopic focuses on delivering excellent customer service within residential lettings, underpinned by industry codes of practice. It explores how letting agents and landlords can meet tenant expectations, provide ongoing support, and ensure property standards are maintained safely and legally. The knowledge gained is essential for building trust, complying with regulations, and avoiding disputes in real-world property management.

    Key Concepts & Core Principles

    Exam Tips & Revision Strategies

    Common Misconceptions & Mistakes to Avoid

    Examiner Marking Points

    Customer care in lettings

    CHARTERED INSTITUTE OF HOUSING
    vocational

    This subtopic focuses on delivering excellent customer service within residential lettings, underpinned by industry codes of practice. It explores how letting agents and landlords can meet tenant expectations, provide ongoing support, and ensure property standards are maintained safely and legally. The knowledge gained is essential for building trust, complying with regulations, and avoiding disputes in real-world property management.

    1
    Learning Outcomes
    4
    Assessment Guidance
    4
    Key Skills
    1
    Key Terms
    4
    Assessment Criteria

    Assessment criteria

    CIH Level 2 Award in Letting and Managing Residential Property

    Topic Overview

    The CIH Level 2 Award in Letting and Managing Residential Property provides a foundational understanding of the legal, practical, and ethical responsibilities involved in letting and managing residential properties in the UK. This qualification covers key areas such as landlord and tenant law, property inspections, tenancy agreements, deposits, and maintenance obligations. It is designed for individuals working in or aspiring to work in the lettings industry, including letting agents, property managers, and landlords. Understanding this award is crucial for ensuring compliance with ever-changing housing legislation and delivering a professional service to tenants and landlords alike.

    This award fits within the broader Service Industries sector by equipping learners with the skills to manage property portfolios effectively, handle tenant relations, and maintain properties to required standards. It emphasizes the importance of customer service, legal compliance, and ethical practice. By mastering these concepts, students can contribute to a well-functioning rental market, reduce disputes, and enhance the reputation of the lettings profession. The qualification also serves as a stepping stone to higher-level CIH qualifications, such as the Level 3 Certificate in Housing Practice.

    In practice, the award covers the entire lifecycle of a tenancy, from marketing and viewings to check-in, rent collection, and check-out. Students learn how to conduct property inspections, handle repairs, and manage tenancy terminations in line with the Housing Act 1988 and other relevant legislation. The focus on practical application ensures that learners can immediately apply their knowledge in real-world scenarios, making it highly relevant for those seeking a career in property management or lettings.

    Key Concepts

    Core ideas you must understand for this topic

    • →Tenancy types: Assured Shorthold Tenancy (AST) is the most common; understand its features, including fixed-term and periodic tenancies, and the grounds for possession under the Housing Act 1988.
    • →Deposit protection: All deposits for ASTs must be protected in a government-approved scheme within 30 days, and prescribed information must be provided to the tenant.
    • →Right to Rent checks: Landlords must verify that tenants have the legal right to rent in the UK, with penalties for non-compliance.
    • →Property standards: The property must meet the Housing Health and Safety Rating System (HHSRS) and have a valid Energy Performance Certificate (EPC) with a minimum rating of E.
    • →Tenancy agreements: Must include key terms such as rent amount, payment dates, notice periods, and obligations of both parties; written agreements are strongly recommended.

    Learning Objectives

    What you need to know and understand

    • 1. Understand the importance of codes of practice.2. Understand the principles of good customer care.3. Understand how to provide support to tenants.4. Understand best practice for property maintenance and safety.

    Assessment Criteria

    Key criteria assessors look for in your portfolio

    • Award credit for explaining how a specific code of practice (e.g., ARLA Propertymark, UKALA) guides ethical letting practices.
    • Award credit for describing the key principles of customer care, such as responsiveness, transparency, and fairness, in a lettings context.
    • Award credit for outlining practical ways to support tenants, such as providing clear tenancy agreements, handling repairs promptly, and signposting to support services.
    • Award credit for identifying best practices in property maintenance and safety, including legal obligations like gas safety checks, electrical safety, and regular inspections.

    Assessment Guidance

    Guidance for achieving higher grades

    • 💡Always reference the relevant code of practice by name and explain its practical application to scenarios.
    • 💡Use real-world examples to demonstrate how good customer care principles resolve common tenancy issues.
    • 💡Adopt a proactive tone in answers—emphasise anticipating tenant needs and preventing problems before they escalate.
    • 💡Link all maintenance and safety discussions to the specific legislation (e.g., Gas Safety Regulations 1998) to show regulatory awareness.
    • 💡Always refer to specific legislation, such as the Housing Act 1988 or the Tenant Fees Act 2019, when answering questions. Examiners look for precise legal references rather than general statements.
    • 💡Use case studies or examples to illustrate your points. For instance, when explaining deposit protection, describe a scenario where a landlord fails to protect the deposit and the consequences (e.g., tenant can claim up to 3x the deposit).
    • 💡Pay attention to the wording of questions. If asked to 'explain' or 'describe', provide detailed steps or processes. For 'evaluate' questions, give balanced arguments and a justified conclusion.

    Common Mistakes

    Common errors to avoid in your coursework

    • Assuming codes of practice are legally binding when they are voluntary, but not recognising that failure to follow them can still lead to complaints and reputational damage.
    • Overlooking the importance of maintaining written records of all communications and actions as evidence of good customer care.
    • Focusing solely on reactive maintenance while ignoring proactive tenant support, such as regular check-ins or providing information on rights and responsibilities.
    • Confusing the distinct responsibilities of landlords and letting agents in relation to maintenance and safety, leading to gaps in service delivery.
    • Misconception: A landlord can enter the property at any time with 24 hours' notice. Correction: The tenant has a right to quiet enjoyment; the landlord must obtain consent or have a valid reason (e.g., emergency) and give reasonable notice (usually 24-48 hours) unless agreed otherwise.
    • Misconception: If a tenant stops paying rent, the landlord can evict them immediately. Correction: The landlord must follow the legal process, including serving a Section 8 or Section 21 notice and obtaining a possession order from the court. Self-help eviction is illegal.
    • Misconception: The deposit can be used to cover any damage at the end of the tenancy. Correction: The deposit can only be used for unpaid rent, damage beyond fair wear and tear, or breach of tenancy terms. Disputes are resolved by the deposit protection scheme.

    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 housing market and the roles of landlords, tenants, and letting agents.
    • •Familiarity with general business practices, such as customer service and record-keeping.
    • •No formal prerequisites are required, but a keen interest in property management is beneficial.

    Key Terminology

    Essential terms to know

    • 1. Understand the importance of codes of practice.2. Understand the principles of good customer care.3. Understand how to provide support to tenants.4. Understand best practice for property maintenance and safety.

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