Overview of the role

Creating and sustaining successful tenancies in the private and social rented housing sectors.

Housing and property management

Reference Number: ST0234

Details of standard

Typical job titles:

  • Generic or specialist housing officer or Neighbourhood officer (for example Anti-social behaviour, resident involvement, Tenancy sustainment, Homelessness, Repairs, Sheltered housing)
  • Neighbourhood co-ordinator or advisor
  • Lettings officer,  Allocations officer,  Tenancy officer, Income management officer
  • Leasehold management officer, Private sector housing officer, Strategic Housing Officer, Property manager
  • Negotiator, Senior negotiator

Occupational profile

The housing and property management occupation is customer facing and primarily responsible for the creation and sustainment of successful tenancies in the private and social rented housing sectors. This work must comply with contractual, statutory and legal regulations and approved Codes of Practice.

The work is varied and often includes addressing complex people related matters (for example supporting people to live independently) as well as property related responsibilities. The role incorporates a degree of lone working with minimum supervision whilst predominantly working within the wider organisation and team, communities and external partners.

Housing and property management professionals are proactive in finding solutions to problems and identifying areas for improvement. They take individual responsibility for the quality and accuracy of their work and its administration.  At Level 3 some housing and property professionals may also have supervisory responsibility for other people.

The apprenticeship prepares an individual for a range of general housing and property management duties leading to operational or specialist roles.

Housing and property management professionals knowledge


What is required

Legislation and regulation

Understand the principles, practices and legislation relating to current landlord and tenant law for the letting, maintenance and termination of a variety of tenancy types, including but not limited to: shorthold, assured, secure, long leasehold and shared ownership.

Understand the principles, practices and legislation as it applies to governance, court proceedings, contracts, data protection, safeguarding and other relevant areas

Understand  legislation and regulations as they apply to housing standards

Organisation background Information

Understand the principles, priorities and values of the organisation they work for, including an awareness of the business plan,  the range of services available to clients and customers, , the roles and responsibilities of others and team targets and or Key Performance Indicators.


Understand the social and physical context of estates, neighbourhoods and how to resolve defects, common problems, health and safety issues and repairs to dwellings.


Understand the diversity of the communities which the business serves.


Understand the current and historical context of social, rented, affordable, private housing and the broader housing market.

Range of services

Have an appreciation of the range of applicable housing services  for example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, anti- social behaviour, care and supported housing, rents, service charges and portfolio accounts and community involvement.

Organisational policies

Understand the principles, policies and practices of the organisation they work for in terms of customer and client care, employee code of conduct, team working, risk, personal safety, health and safety, equality and diversity, safeguarding and business communications.

 Housing and property management professionals skills


What is required

Customer Service

Apply a range of customer service skills in order to provide a professional, accurate, timely, ethical and non-judgemental front line service which meets the needs of a diverse range of customers and stakeholders


Demonstrate appropriate communication skills to enable timely identification and/or resolution of issues for customers and appropriate signposting to other colleagues and/or partner agencies.

Collaborative working

Work collaboratively with colleagues and partners to achieve individual, team and business targets.

Respond to vulnerability

Use skill and judgment to understand the needs of vulnerable individuals and groups(including those with complex needs) and respond appropriately

Information collection and sharing

Use a variety of methods to identify, collect and communicate technical and other information in a confident and effective manner.

Influencing and negotiating skills

Influence and negotiate with customers, partners and suppliers.


Organise and plan their own work to ensure tasks are completed and deadlines met.

Problem solving

Use a problem solving and flexible approach in their day to day duties.

Tools and equipment

Effective use of IT equipment and software, through administration and the appropriate use of work equipment

Decision making

Effective decision making in order to apply the businesses objectives and priorities.

 Housing and property management professionals behaviours


What is required


Takes timely and responsive action to address issues

Trust and Integrity

Develop trust by working in a confidential, ethical and empathetic manner with a common sense and professional attitude.


Willingness to accept changing priorities and work patterns


Work independently and effectively without close supervision.


Meets personal commitments and expectations of others

Personal commitment

Takes responsibility for their own personal and professional development.


Has a high level of resilience, tenacity and calmness

Role model

Acts as an ambassador and role model for their employer with customers, clients and partners.

Customer Care

Demonstrates a responsive approach to customer needs and understands their personal impact on customers and their lives

Team work

Values team work and is an effective team player, accepts responsibility for the work of themselves and others.


Typically 18-24 months.


Level 3

Entry requirements

Employers will identify any relevant entry requirements through selection

Apprentices without Level 2 English and maths will need to achieve this level prior to completion of their Apprenticeship

Professional body alignment and progression

On completion of the apprenticeship, apprentices will be able to apply to the following for membership:

  • Chartered Institute of Housing (CIH) at Certified Practitioner level – the apprentice will need to produce their apprenticeship certificate.
  • Association of Residential Letting Agents (ARLA) at Member Level. The apprentice will need to be working in the sector at the time of application. They will need to produce their apprenticeship certificate, complete a declaration form, and meet the professional and academic requirements of ARLA.
  • Institute of Residential Property Management (IRPM) at Associate Level. The apprentice will need to produce their apprenticeship certificate and evidence that their training programme has matched the L3 syllabus approved by the IRPM. If the training programme does not meet IRPM requirements the apprentice will be expected to sign up for an online training course.


The standard will be reviewed after 3 years


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Status: Approved for delivery
Level: 3
Reference: ST0234
Version: 1.4
Date updated: 17/05/2023
Approved for delivery: 26 November 2015
Route: Sales, marketing and procurement
Typical duration to gateway : 18 months (this does not include EPA period)
Maximum funding: £7000
LARS Code: 65
EQA Provider: Ofqual
Employers involved in creating the standard: Aspire Housing Ltd, Spectrum Housing Group Ltd, Your Housing Group, Rendall & Ritner Ltd, Coast & Country Housing Ltd, St Basil’s, B3 Living Ltd, Crosby Housing Association Ltd, Genesis Housing Association Ltd, Innisfree Housing Association, Yarlington Housing Group, The Guinness Partnership, Chartered Institute of Housing, Institute of Residential Property Management Ltd, Sovereign Housing, Barnet Housing, Family Mosaic, Community Housing Group, New Charter Group, Association of Registered Letting Agents, National Housing Federation, Affinity Sutton Group, Futures Housing Group

Version log

Version Change detail Earliest start date Latest start date Latest end date
1.4 End-point assessment plan revised 17/05/2023 Not set Not set
1.3 Standard revised 09/05/2023 16/05/2023 Not set
1.2 End-point assessment plan revised 19/04/2023 08/05/2023 Not set
1.1 The funding band for this standard has been reviewed as part of the apprenticeship funding band review. The new funding band is £7000 01/07/2019 18/04/2023 Not set
1.0 Retired 26/11/2015 30/06/2019 Not set

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