Our hugely popular CPD accredited Tenancy Management in Community Housing training program covers the foundational skills of a tenancy or housing manager.
Duration
Multiple Days
Location
In-House and Online
How to attend this workshop
In-House Program
If you have eight or more people interested in attending this workshop, our in-house training is tailored to your learning needs and offers great value for money.
In-house workshops can be delivered online or face to face!
Online Public Program
Join the waiting list below and we’ll let you know when the next program opens.
Self-Paced e-Learning
Complete the course online in your own time by enrolling in the self-paced e-Learning course.
Learn more and enrol by clicking the button below.
Applicable to both the Australian and New Zealand community housing sector.
Perfect for new staff or as refresher for existing staff, the program covers practical skills, industry legislation specific to each location and best practice which is essential to providing excellence in tenancy management services.
The comprehensive 7 module training program runs online over 4-5 weeks, delivered by experienced facilitators with hands on operational experience, making the content relatable with case studies and scenarios. Our training takes a harm centred approach to sustain tenancies, with a strong focus on customer service.
When delivered in-house the program can be tailored to align with your organisation’s operating procedures, mission, vision and values.
Course Outline
The program contains 7 modules of learning which explore the skills required to perform primary tenancy management functions in a community housing setting. It covers the core duties and responsibilities of a tenancy manager, an overview of industry specific legislation, scenarios and best practice examples. This program will earn you points towards your Continuing Professional Development (CPD).
Core themes throughout the training include:
- Customer service skills
- Regulatory requirements and overarching legislation
- Understanding privacy and confidentiality
- Importance of documenting appropriate and relevant case notes
- Identify and mitigate risks that may arise as part of their role through the learnings from this course
Course Overview
This course is designed to take approximately 16 hours, over 4-5 weeks. The 7 modules of learning covered in the course include:
Module 1 – Introduction to tenancy management in social housing
- Understand the key functions of a tenancy managers role
- Information sharing, client privacy and consent
- Overview of the regulatory requirements and overarching legislation including the Residential Tenancies Act (RTA) and regulatory bodies
Module 2 – Commencing a Tenancy
- Key legal documents and how to complete them (rental agreement, condition reports, bonds)
- Consider what other key information you might need to provide
- What to communicate and how to conduct a sign up
- Ensure renters are empowered and understand their rights and responsibilities
- Follow on from a sign up to setting up a new tenancy to establish rapport with your renter
Module 3 – Managing Rent Arrears
- Explore preventative measures to prevent arrears from accumulating in the first place
- Learn how to have money/rent conversations with renters to understand their abilities regarding rent payments
- Support renters with referrals for financial assistance where required
- Manage escalating arrears and associated actions in accordance with Tribunal and the RTA
Module 4 – Routine Inspections
- Understand legislation around scheduling, completing and reporting on routine inspections
- Worker safety during outreach, tips and available support tools
- Establishing and maintaining rapport with clients through home inspections
Module 5 – Rent Review
- Understand the importance of rent setting and regulatory requirements around rent setting in social housing
- Understanding how rebated rent is determined
- Managing conversations with renters regarding rent changes
Module 6 – Vacancy Management
- Understand the impact of vacancies for your organisation, the sector and your clients
- Learn the key stages of the vacancy process from notice through to sign up
- Renter engagement throughout the vacancy process from pre to post vacancy
- Identifying opportunities to assist clients with referrals for services to minimise costs associated with the vacancy for both the housing provider and the renter
Module 7 – Complaints Management
- Understand the different between service complaints and neighbour complaints
- Learn to welcome complaints as learning opportunities and manage feedback received in a manner that is empathetic and communicative.
Course Completion:
Upon completion of all 7 modules learners will be issued a certificate of completion at the end of the program. If a delegate misses a module of learning, they need to undertake a makeup session during the next available program before receiving their certificate. All modules are supported with self study material to reinforce the learning.
Course Delivery:
Each module will be delivered online via Zoom
Who should attend:
- Anyone who wants to pursue a career in social housing
- Anyone new to the social housing industry
- Anyone new to providing tenancy management services
- Anyone responsible for providing tenancy services as a refresher of best practice and current legislation