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Details of the occupational standard
Higher Technical Qualifications (HTQs) are designed to be delivered within a course of education. Some Knowledge, Skills and Behaviours may be more safely and reliably delivered in workplace settings, so may not be fully covered by the HTQ. Some qualifications will deliver additional content or added depth and breadth through, for example, use of specialist learning environments, work placements or innovative teaching methods. Check with the qualification provider if you require further information on coverage.
Occupation summary
This occupation is found in both social and private housing sectors and across housing and property management for different tenures, including leasehold, rented and home ownership. Within the social housing sector, employees can work in local authorities, charitable sector, arms-length management organisations, housing associations and other Registered Providers. Within the private housing sector, they can work for managing and lettings agents, freeholder or asset management companies, or alongside resident management companies, resident associations and right-to-manage companies. Organisation size will vary depending on housing stock and clients.
The broad purpose of the occupation is to manage and deliver housing and property-related services within their business and service area(s) including tenancy management, maintenance and repair of buildings (communal parts), health and safety, financial and budget management. The role involves the management of resources with delegated authority. Employees will undertake operational delivery to meet strategic business objectives, for example business growth, value for money and customer satisfaction and engagement. The work must meet contractual, Statutory and legal Regulations compliance.
In their daily work, and employee in this occupation interacts with the team(s) associated with their specific function as well as the wider organisation, residents, local communities and internal and external stakeholders. These can include supply chain contractors, customers, housing and property ombudsmen, external agencies, local authorities, freeholders and property developers. They will interact with professional bodies and trade organisations across both private and social sectors.
An employee in this occupation will be responsible for the overall quality and cost-effectiveness of their business and service area(s) and the needs of stakeholders. They manage a range of services, including repairs and maintenance, capital and major works, estate management, allocations, lettings, tenancy sustainment, financial and social inclusion. They are responsible for customer engagement and ensuring that the diverse needs of tenants are met. They also are also responsible for dealing with anti-social behaviour and safeguarding cases, care and housing support services, portfolio accounts and community involvement. There will be a need to work alongside Government Public Services to signpost their services to customers who may be vulnerable and need specialist support. They will be responsible for income collection, such as rents and service charges, and asset management. Senior housing and property management professionals are proactive in risk management and seeking continuous improvement for customers.
Typical job titles include:
Occupation duties
| Duty | KSBs |
|---|---|
| Duty 1 Manage and undertake risk assessment and compliance responsibilities in line with legislation. |
K1
K5
K8
K15
S1
S6
S7
S10
S12
B1
B2
B7
|
| Duty 2 Manage and apply legal contractual processes for different tenures. |
K1
K3
K4
K8
K15
S1
S4
S12
B1
B3
B7
|
| Duty 3 Undertake customer service and stakeholder engagement to meet the needs of clients, customers, stakeholders and/or partner agencies. |
K1
K6
K7
K9
K10
K12
K13
K15
S1
S2
S5
S7
S9
S10
S12
S14
B1
B4
B6
B7
|
| Duty 4 Lead, motivate, manage and develop individuals and teams to ensure excellent services are delivered. |
K2
K6
K9
K10
S1
S2
S3
S7
S10
S12
S14
B1
B4
B5
B6
B7
|
| Duty 5 Comply with complaint processes and procedures in line with relevant regulation. |
K1
K5
K7
K8
K9
K12
K13
K17
S1
S5
S7
S11
B1
B2
B5
B7
|
| Duty 6 Manage budgets and report on financial performance to ensure value for money. |
K3
K5
K11
K14
K15
S1
S7
S8
S10
B1
B3
B7
|
| Duty 7 Ensure organisational and individual compliance with environmental, social and governance policies and processes. |
K1
K2
K3
K6
K8
K11
K12
K13
K14
K16
S5
S13
S14
B1
B2
B3
B5
B7
|
| Duty 8 Undertake and manage the necessary processes to ensure the maintenance, repair and inspections of various properties. |
K8
K11
K13
K14
K15
S1
S5
S6
S10
B1
B2
B5
B7
|
| Duty 9 Manage contracts and comply with insurance responsibilities. |
K3
K5
K11
K14
K15
S1
S10
B1
B2
B7
|
KSBs
Knowledge
K1: Principles, practices and legislation and the role of regulatory bodies relating to current landlord and tenant law and housing consumer and regulator standards, including the Social Housing Regulation Act, Building Safety Act, the Decent Homes Standard, the Housing Ombudsman, and risk factors.
Back to Duty
K2: Equity, diversity, and inclusion in the workplace, mental health and wellbeing regulation, The Equality Act and its requirements on organisations.
Back to Duty
K3: Legislation and regulatory requirements applying to governance, contracts, procurement, reporting, insurance, data protection and conflicts of interest.
Back to Duty
K4: Legal processes to manage contractual arrangements for different tenures.
Back to Duty
K5: Principles and strategies for resource, budget and change management and reporting, including risk management, funding sources and methods for managing rents and arrears.
Back to Duty
K6: Organisational values, roles and responsibilities and how they contribute to business objectives, priorities, planning and customer engagement.
Back to Duty
K7: The diverse range and requirements of customers, clients and stakeholders, including vulnerable individuals and groups and those with complex needs, safeguarding and the behavioural and ethical considerations needed to engage with them.
Back to Duty
K8: National housing policy and the strategic value of the historical, social and physical context of the estates and neighbourhoods.
Back to Duty
K9: Oral and written communication approaches and strategies in a range of contexts, including conflict resolution, and engaging with clients, customers, stakeholders and/or partner agencies.
Back to Duty
K10: Principles and leadership strategies for people management, collaborative working, influencing and negotiating, including performance management principles and techniques.
Back to Duty
K11: Principles and practices to deliver allocations, lettings, financial and social inclusion services, tenancy sustainment and social value.
Back to Duty
K12: Processes and strategies for managing anti-social behaviour.
Back to Duty
K13: Processes and approaches to ensuring repairs, maintenance, Health and Safety and housing support service in line with current legislation.
Back to Duty
K14: Effective data and information management methods, including strategies for collecting, sharing and analysing data and using digital tools.
Back to Duty
K15: Project management principles and techniques.
Back to Duty
K16: Principles of sustainability for housing and property management, including climate change and environmental protection.
Back to Duty
K17: Policies and procedures for recording and reporting complaints.
Back to Duty
Skills
S1: Deliver housing and property management services to meet the needs of customers, clients and stakeholders.
Back to Duty
S2: Communicate and collaborate effectively with colleagues, clients, customers, stakeholders and/or partner agencies using communication and negotiation strategies.
Back to Duty
S3: Manage and mentor individuals or teams, and support training, development and wellbeing needs.
Back to Duty
S4: Assist the management of legal processes, for example first-tier tribunals, upper tribunals/ASPs and safeguarding.
Back to Duty
S5: Ensure services meet the needs of vulnerable individuals and groups, including those with complex needs.
Back to Duty
S6: Undertake risk analysis and ensure compliance in line with regulation and procedure.
Back to Duty
S7: Analyse data and share information using the appropriate methods and applications.
Back to Duty
S8: Manage budgets and report on financial performance to ensure value for money.
Back to Duty
S9: Apply performance management principles and techniques.
Back to Duty
S10: Apply project management techniques and tools to deliver service improvements.
Back to Duty
S11: Record and report complaints in line with policies and procedures.
Back to Duty
S12: Apply operational and strategic thinking to make decisions, solve problems, prioritise and meet individual, team and business objectives.
Back to Duty
S13: Apply sustainability principles when using resources for example, efficient use of resources, waste minimisation.
Back to Duty
S14: Apply equity, diversity, and inclusion procedures.
Back to Duty
Behaviours
B1: Responsibility. Takes timely, flexible action to address complex issues, embraces change and is committed to their continual development. Dedicated to ensuring the right outcomes for customers and advocates for the wider housing sector and housing profession.
Back to Duty
B2: Resilience. Works independently and competently without requiring close supervision.
Back to Duty
B3: Integrity. Takes accountability for their actions, gives due attention to environmental and social factors and professionally manages legal and ethical issues.
Back to Duty
B4: Leadership. Models confidence and decisiveness when solving problems and demonstrates flexibility, exercising professional judgement and acting as a role model in the face of challenges to meet objectives and support customers.
Back to Duty
B5: Respect. Is transparent and empathetic with clients and customers, demonstrating honesty with those they work with and exercising and discretion and confidentiality when appropriate. Listens to and involves tenants in decision-making and supports an equitable, diverse and inclusive working culture.
Back to Duty
B6: Collaboration. Builds strong connections with customers and encourages an environment where colleagues can share their opinions and contribute to the team.
Back to Duty
B7: Professional practice. Reflects on own professional practice and manages continuing professional development.
Back to Duty
Cert. HE Housing
Awarding body: New College Durham
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