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Overview of the role

Managing housing or property related services, leading a team and taking responsibility for the cost effectiveness and efficiency of their business area.

Reference Number: ST0236

Details of standard

Typical roles

  • Neighbourhood Housing Manager
  • Neighbourhood Investment Manager
  • Property Manager
  • Voids / Lettings Manager
  • Assets Manager
  • Incomes Manager
  • Resident Involvement Manager
  • Supported Housing Manager
  • Leasehold Manager

Occupational Profile

The senior housing / property management occupation in both social / private housing sectors is responsible for the management and delivery of housing / property related services within their business/service area(s). The role involves the management of resources with delegated authority to deliver the business objectives. The work must comply with contractual, statutory and legal regulations.

The senior housing /property manager manages a specific function and associated team(s) whilst working with the wider organisation / team, communities and external partners.

Senior housing / property management professionals are proactive in finding solutions to problems and identifying areas for improvement. They take individual responsibility for the overall quality and cost effectiveness of their business/service area(s) and the needs of stakeholders.

Senior Housing / Property Management Professionals Knowledge

Knowledge

What is required

Legislation and regulation

Understand and interpret the principles, practices and legislation relating to current landlord and tenant  law,  relevant  Codes  of  Practice  and  legal  framework.  For  example,  for  the  letting, management and termination of a variety of tenancy types.  These include, but are not limited to, shorthold, freehold, assured, secure, long leasehold, and shared ownership.

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

Understand and interpret legislation and regulation as they apply to housing standards.

Organisation background information and business planning

Understand and interpret the business planning process, financial and risk management, organisation values and structure and the range of services available to customers. Understand organisational performance   management   systems   and   how   the   roles   and   responsibilities contribute to the achievement of the overall business objectives.

Assets

Understand the strategic value of the social and physical context of the estates/ neighbourhoods.

Customers and stakeholders

Understand the diversity of customers, clients and stakeholders. Ensure the delivery of services to

meet their requirements.

Context

Have a developed understanding of the historical context and current trends in the housing/property markets (i.e. social / rented / affordable / private sector housing) and the strategic housing market.

Range of services

Understand and provide advice and guidance on housing services, for example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, anti-social behaviour, care and housing support services, rents, service charges and portfolio accounts, and community involvement.

Organisational policies

Understand the organisation’s policies and practices and how they relate to service area(s) and business objective. E.g. policies to deliver the housing services, people management and health and safety.

Housing / Property Management Professionals Skills

Skill

What is required

Customer Service

 Provide leadership in relation to the delivery of excellent customer service  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.

Communication

Demonstrate effective and appropriate communication skills, both verbal and written, in order to manage staff, resolve conflict and communicate effectively with clients, customers, stakeholders and/or partner agencies.

Collaborative working

Lead and work collaboratively with colleagues across the business and in partnership with external organisations to achieve individual, team and business targets.

Respond to vulnerability

Ensure services meet the needs of vulnerable individuals and groups (including those with complex needs).

Information collection and sharing

Undertake data analysis, interrogate,  interpret and disseminate  information using a variety of methods and applications.

Influencing and negotiating

Influence and negotiate with partners and suppliers.

Financial management

Manage budgets and report on financial performance. Ensure value for money.

Performance and project management

Demonstrate effective performance management. Take the lead on projects through effective project management.

People management

Lead, motivate, manage and develop individuals/teams to ensure excellent services are delivered. Coach, mentor and ensure the well-being of staff.

Decision making and prioritising

Apply operational and strategic thinking to inform effective decision making to meet individual, team and overall businesses objectives and priorities. Use a flexible and innovative approach to problem solving. Undertake forward planning.

Tools and equipment

Effective use of IT equipment and software.


Housing / Property Management Professionals Behaviours

Behaviours

What is required

Responsive

Take timely, flexible and responsive action to address complex issues.

Trust and dependability

Gain and maintain trust and respect to meet expectations by working in a confidential, ethical and empathetic manner with a professional attitude.

Adaptability

Embrace changing priorities and work patterns when requirements alter.

Self motivation

Work independently and effectively without close supervision.

Resilience

Has a high level of resilience, tenacity and calmness.

Leadership

Be an ambassador / role model.

Customer care

Be responsive and empathetic to client and customer needs.

Team work

Be an effective team leader and player.

Personal development

Be responsible for their continual development. Be a reflective practitioner.

Duration

Typically 18-24 months.

Level

Level 4


Professional Body Alignment and progression

On completion of the apprenticeship, apprentices will be able to join the following;

  • Chartered Institute of Housing (CIH) at Member level.  They will also qualify for the Professional Diploma route to Chartered Membership.
  • Association of  Residential  Letting  Agents  (ARLA)  at  Member  Grade  or  Fellow  Member  Grade(depending on length of service within the sector and position within the organisation).
  • Institute of Residential Property Management at Member Level (IRPM).

Apprentices will be able to progress to senior managerial/professional roles within the Housing/Property sector.

Review

The standard will be reviewed after 3 years (no sooner or later).


Crown copyright © 2017. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. Visit www.nationalarchives.gov.uk/doc/open-government-licence

Status: Approved for delivery
Level: 4
Reference: ST0236
Approved for delivery: 26 November 2015
Route: Construction
Typical duration: 18 months
Maximum funding: £9000
Trailblazer contact(s): tedwards@aspiregroup.org.uk
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
EQA Provider: Institute for Apprenticeships

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