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Housing and property management assistant

Housing and property management assistant

Sales, marketing and procurement

Level 2 - Technical Occupation

Primarily responsible for the administrative support in the creation and sustainment of successful tenancies and leaseholds in both social and private housing sectors.

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Reference: OCC0235

Status: assignment_turned_inApproved occupation

SOC 2020 code: 3555 Estate agents and auctioneers

SOC 2020 sub unit groups:

  • 3555/03 Lettings agents
  • 3223/00 Housing officers
  • 3555/01 Estate agents
  • 4112/02 Local government housing assistants
  • 4159/03 Facilities coordinators
  • 4159/05 Property administrators

Technical Education Products

ST0235:

Housing and property management assistant

(Level 2)

Approved for delivery

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

Summary

The housing and property management assistant occupation is an entry level role. It is customer facing and primarily responsible for the administrative work needed to support the creation and sustainment of successful tenancies and leaseholds in both social and private housing sectors. This work must comply with contractual, statutory and legal regulations. The role involves working under supervision within the wider organisation, team, communities and external partners. The work is varied and includes undertaking housing duties relevant to the team and organisation. Examples include preparing paperwork for service charges, supporting consultations and undertaking customer surveys, undertaking neighbourhood and property surveys using checklists, data administration, conducting supervised viewings and rental negotiations, handling telephone calls, filing and scanning, arranging meetings and events and researching new initiatives under the instruction of a supervisor. Housing and property management assistants work closely with colleagues to explore solutions to problems and improvements to ways of working. They take responsibility for the quality, accuracy and planning of their own work. The apprenticeship prepares an individual for a range of general housing and property management duties leading to entry level professional, management role

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

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Mid Green occupation

Typical job titles include:

Assistant Property Manager (without portfolio)
Customer Services Assistant
estate agent
Housing Administrator
Housing Assistant
Lettings Assistant
Lettings Negotiator
Neighbourhood Assistant
Repairs Assistant
Resident Involvement Assistant
Revenues Assistant

Keywords:

Housing Management
Managment Assistant
Private Housing
Property Management
Social Housing

Knowledge, skills and behaviours (KSBs)

K1: Legislation and regulation: Know the principles and practices of relevant landlord and tenant law, applicable Codes of Practice and relevant legal frameworks or know where and/or who to ask if they are unsure.
K2: Organisation background information: Have knowledge of the organisation’s business plan, organisation values, the range of services available to customers, clients, team targets, key performance indicators and understand how their role fits into the organisation.
K3: Assets: Know the social and physical context of estates, neighbourhoods and how to report defects, common problems, health and safety issues and repairs to dwellings.
K4: Customers: Know the diversity and needs of the communities in which the business serves.
K5: Context: Know the current and historical context of the housing market, including social and affordable housing, private rented and owner occupation.
K6: Range of services: Know the range of housing services. For example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, energy efficiency and waste management, anti social behaviour, care and housing support services, rents and fees, service charges and portfolio accounts, and community involvement.
K7: Quality Standards: Know the quality standards of the business. Examples include standards of the neighbourhood, property, building and customer service.
K8: Organisation policies: Know the principles, policies and practices of the organisation in terms of customer care, complaints handling, employee code of conduct, team working, risk assessments personal safety, data protection, health and safety, equality and diversity, safeguarding and business communications.

S1: Customer Service: Be able to 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.
S2: Respond to vulnerability: Uses appropriate levels of skill and judgment to understand the needs of vulnerable individuals and groups (including those with complex needs) and respond accordingly.
S3: Communication: Demonstrate effective and appropriate communication skills to enable timely identification and resolution of issues. Be able to signpost customers who need additional support to other colleagues, partner agencies.
S4: Administration: Be able to apply a range of administrative skills in order to support a range of housing and property related services.
S5: Information collection and sharing: Understand and be able to use a variety of methods to collect and present information such as resident, neighbourhood and property data in an effective manner. Information and data must be collected, recorded and presented accurately.
S6: Team work: Work with internal colleagues and external partners to achieve individual, team and business targets. Work with colleagues to identify solutions to problems, appreciate the importance of team working and where they fit within the team.
S7: Time management: Organise and plan work in a flexible manner to ensure tasks are prioritised and completed within agreed timescales.
S8: Tools and equipment: Effective use of IT equipment and software, including housing and property management software. The appropriate use of housing and property related work equipment.
S9: Decision making: Effective decision making in order to ensure work tasks are completed in line with instruction and on time.

B1: Responsive: Takes timely and responsive action to instructions given, building towards working independently.
B2: Trust and integrity: Develops trust by working in a confidential, ethical and empathetic manner with a common sense and professional attitude.
B3: Adaptability: Willingness to accept changing priorities and work patterns.
B4: Dependability: Meets personal commitments and expectations of others.
B5: Personal commitment: Takes responsibility for their own personal development, safety and training. Act as an ambassador for the organisation.
B6: Customer care: Demonstrates a responsive approach to customer and client needs, and has an awareness of the organisation’s impact on customers and their lives.
B7: Team work: Be an effective team player, accepts responsibility for their work.

Occupational Progression

This occupational progression map shows technical occupations that have transferable knowledge and skills.

In this map, the focused occupation is highlighted in yellow. The arrows indicate where transferable knowledge and skills exist between two occupations. This map shows some of the strongest progression links between the focused occupation and other occupations.

It is anticipated that individuals would be required to undertake further learning or training to progress to and from occupations. To find out more about an occupation featured in the progression map, including the learning options available, click the occupation.

Progression decisions have been reached by comparing the knowledge and skills statements between occupational standards, combined with individualised learner movement data.

Technical Occupations

Levels 2-3

Higher Technical Occupations

Levels 4-5

Professional Occupations

Levels 6-7

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Level 2

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Level 2

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Level 3

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Level 3

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Level 3

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Level 3

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Level 4

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Business and administration

Sales, marketing and procurement