How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer City & Guilds Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and City & Guilds Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City & Guilds Limited.
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These are the units City & Guilds Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with City & Guilds Limited. It does the teaching and the mapping. City & Guilds Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
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What each unit actually teaches you to do
Arrange and Facilitate Meetings with Housing Customers and Others Real unit · City & Guilds Limited
What you'll be able to do
- Know the organisation’s procedures for arranging meetings with housing customers and other stakeholders.
- Arrange meetings with housing customers and other stakeholders, ensuring appropriate arrangements are in place.
- Understand techniques for facilitating meetings effectively, ensuring all participants have the opportunity to contribute.
- Facilitate meetings with housing customers and other stakeholders, ensuring objectives are met and outcomes are recorded.
Contribute to Safeguarding Individuals from Harm, Abuse, Exploitation and Discrimination in a Housing Environment Real unit · City & Guilds Limited
What you'll be able to do
- Understand the legislation and codes of practice in relation to safeguarding individuals from harm, abuse, exploitation and discrimination.
- Know organisational policies and procedures in relation to safeguarding individuals from harm, abuse, exploitation and discrimination.
- Recognise signs of harm, abuse, exploitation and discrimination.
- Recognise how harm, abuse, exploitation and discrimination can affect individuals.
- Respond to harm, abuse, exploitation and discrimination.
Contribute to the Development, Implementation and Review of Support Plans with Individuals within a Housing Environment Real unit · City & Guilds Limited
What you'll be able to do
- Know the organisation’s policies and procedures in relation to the development, implementation and review of support plans.
- Contribute to the development of support plans in line with organisational policies and procedures.
- Implement the support plan, ensuring adherence to agreed strategies and risk assessments.
- Contribute to the review of the support plan, providing feedback and observations to inform future planning.
Deal with customers by telephone Real unit · City & Guilds Limited
What you'll be able to do
- Use the telephone system effectively to make and receive calls in a professional manner.
- Plan and make focused telephone calls to customers, ensuring clear communication and achieving desired outcomes.
- Handle incoming telephone calls effectively, addressing customer needs and resolving queries efficiently.
- Know and understand how to competently deal with customers by telephone, demonstrating excellent communication and customer service skills.
Develop Positive Relationships with Customers and Colleagues in Providing a Housing Service Real unit · City & Guilds Limited
What you'll be able to do
- Know organisational policies and procedures within the organisation relating to customer service.
- Promote effective communication with customers and colleagues.
- Understand how to work with others to apply policies and procedures in relation to customer service.
Develop and Promote Customer Involvement in a Housing Organisation Real unit · City & Guilds Limited
What you'll be able to do
- Know and understand the organisation’s policies and procedures relating to the involvement of customers.
- Develop and implement strategies for customer involvement within the organisation.
Develop and Sustain Partnership Working Arrangements in a Housing Environment Real unit · City & Guilds Limited
What you'll be able to do
- Know the organisation’s policies and procedures in relation to partnership working
- Develop and sustain partnership working arrangements
Direct Work with Customers Who Use a Housing Service Real unit · City & Guilds Limited
What you'll be able to do
- Understand the relevant legislation and guidelines pertaining to working with specific customer groups within a housing service.
- Know and understand the organisation’s policies and procedures relating to working within professional boundaries when interacting with customers.
- Apply relevant policies and procedures to ensure work is conducted within appropriate professional boundaries when dealing with customers.
Employment Rights and Responsibilities in the Facilities Management, Housing and Property Sectors Real unit · City & Guilds Limited
What you'll be able to do
- Know employer and employee rights within the facilities management, housing and property sectors
- Know employer and employee responsibilities within the facilities management, housing and property sectors
- Know own organisation's procedures relating to employment rights and responsibilities
- Know factors that affect own organisation within the facilities management, housing and property sectors
- Know factors that affect own occupation within the facilities management, housing and property sectors
Enable Housing Customers to Establish and Maintain Contacts and Interests in Isolating Situations Real unit · City & Guilds Limited
What you'll be able to do
- Understand their role and responsibilities when developing relationships with customers in isolating situations.
- Understand the challenges faced when working with customers in isolating situations, including social isolation and barriers to communication.
- Work with customers to establish and maintain contacts and interests, promoting social inclusion and well-being.
Help Customers to Move and Settle into New Living Environments Real unit · City & Guilds Limited
What you'll be able to do
- Understand the legislation for moving customers into new living environments
- Know the organisation's policies and procedures for resettlement to new living environments
- Arrange accommodation for customers
- Support the customer in the new living environment
Inspect the Condition of Property Real unit · City & Guilds Limited
What you'll be able to do
- Know health and safety and organisational procedures relating to inspection of properties.
- Conduct an inspection of a property, following relevant procedures.
- Inspect properties, identifying any issues or areas of concern.
Manage Empty Properties Real unit · City & Guilds Limited
What you'll be able to do
- Understand legal and organisational policies and procedures relating to the management of empty properties.
- Implement policies and procedures relating to empty properties.
Manage Temporary Accommodation Real unit · City & Guilds Limited
What you'll be able to do
- Understand the legal and organisational policies and procedures for administering temporary accommodation.
- Organise the provision of temporary accommodation in accordance with relevant policies and procedures.
- Monitor temporary accommodation to ensure it meets required standards and customer needs.
Match the needs of individuals with available accommodation Real unit · City & Guilds Limited
What you'll be able to do
- Support individuals to make applications for housing, taking into account their specific needs
- Process housing applications in accordance with organisational policies and procedures
Organise the Maintenance and Repair of Property Real unit · City & Guilds Limited
What you'll be able to do
- Know organisational policies and procedures relating to the maintenance and repair of property
- Know health and safety regulations relating to the maintenance and repair of property
- Organise the maintenance of property according to identified needs
- Organise the repair of property according to identified needs
- Check the completed maintenance work to ensure it meets required standards
- Check the completed repair work to ensure it meets required standards
Plan Own Professional Development within Housing Real unit · City & Guilds Limited
What you'll be able to do
- Understand development opportunities and resources within their organisation that can support professional development.
- Understand how to address career and wider personal development needs, identifying areas for improvement.
- Set personal work objectives to address gaps in own knowledge, understanding and skills, creating a development plan.
Promote Safe, Ethical and Sustainable Practice in Housing Real unit · City & Guilds Limited
What you'll be able to do
- Understand legal requirements to ensure equality, respect diversity and use anti-discriminatory practice in housing
- Understand organisational requirements to ensure equality, respect diversity and use anti-discriminatory practice in housing
- Understand the rights of individuals in relation to housing
- Understand the responsibilities of individuals in relation to housing
- Understand the potential for conflict in housing situations
- Understand conflicts of interest that may arise in housing situations
- Promote safe working practices in housing
- Promote sustainable working practices in housing
- Understand legal requirements to ensure confidentiality of records in housing
- Understand organisational requirements to ensure confidentiality of records in housing
Provide Housing Advice and Guidance to Customers Real unit · City & Guilds Limited
What you'll be able to do
- Know the organisation’s policies for providing housing advice and guidance to customers
- Know the organisation’s procedures for providing housing advice and guidance to customers
- Provide housing advice to customers in accordance with organisational policies and procedures
- Provide housing guidance to customers in accordance with organisational policies and procedures
Provide Support to Customers to Reduce the Risk of Homelessness Real unit · City & Guilds Limited
What you'll be able to do
- Understand the legislation which relates to homelessness and its impact on customers.
- Know and understand the organisation’s policies and procedures in relation to reducing the risk of homelessness for customers.
- Support customers to prevent homelessness by providing appropriate advice, guidance, and assistance.
Provide a Housing Rent Service Real unit · City & Guilds Limited
What you'll be able to do
- Understand the legislation which relates to providing a housing rent service, including relevant regulations and tenant rights.
- Know and understand organisational policies and procedures for providing a housing rent service.
- Provide a rent service to tenants, adhering to legal and organisational requirements.
- Monitor the rent service to ensure effectiveness and compliance.
Respond to Customer Requests for Repairs Real unit · City & Guilds Limited
What you'll be able to do
- Know the organisation’s housing stock and be able to identify possible defects which may require repair.
- Know and understand organisational policies and procedures relating to customer requests for repairs.
- Establish and respond to customer requests for repairs in a timely and effective manner.
Respond to Possible Breaches of Agreements in the Housing Sector Real unit · City & Guilds Limited
What you'll be able to do
- Understand the legislation and know organisational policies and procedures in relation to breaches of agreements in the housing sector.
- Investigate possible breaches of agreement, gathering relevant information and evidence.
- Take appropriate action to resolve the breach of agreement, in line with organisational policies and procedures.
Sell Property to Customers within a Housing Organisation Setting Real unit · City & Guilds Limited
What you'll be able to do
- Understand the legal requirements and codes of practice related to the sale of property within a housing organisation setting.
- Know and understand the organisation’s policies and procedures for the sale of property.
- Implement policies and procedures for the sale of property, ensuring compliance with legal and organisational requirements.
Set Up and Manage Tenancy, Licence and Leaseholder Agreements Real unit · City & Guilds Limited
What you'll be able to do
- Understand the legal definitions of tenancy, licence and leaseholder
- Know the organisation’s policies and procedures relating to the set up and managing of agreements
- Set up tenancy, licence and leaseholder agreements
- Manage tenancy, licence and leaseholder agreements
Support Social and Personal Development Needs of Customers within a Housing Environment Real unit · City & Guilds Limited
What you'll be able to do
- Know the organisation's policies and procedures in relation to supporting social and personal development needs
- Understand the social and personal development needs of customers
- Support the social and personal development needs of customers
- Monitor and keep records of the support given
Support the Customers Engagement with the Local Community through Identification of Support Networks and Development Opportunities Real unit · City & Guilds Limited
What you'll be able to do
- Know the organisation’s policies and procedures in relation to providing support for customers to access development opportunities.
- Understand how community opportunities can contribute to a customer’s development.
- Support customers to access development opportunities.
Work with Customers and Groups to Develop the Community Real unit · City & Guilds Limited
What you'll be able to do
- Know and understand the organisation’s policies and procedures for community involvement.
- Know and apply techniques for effective community involvement, including communication and engagement strategies.
- Encourage participation in community activities and initiatives.
- Develop and support community activities that meet the needs of customers and the wider community.
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Allocate accommodation to meet customer requirements
- Standard
Arrange and conduct meetings with customers and others
- Standard
Assess and act on the risk of danger, harm or abuse
- Standard
Assist customers to identify and access personal development opportunities
- Standard
Assist customers to move and settle into new living environments
- Standard
Check and record the condition of property
- Standard
Complete relevant documentation for occupancy agreements
- Standard
Contribute to assessing workforce demand and supply
- Standard
Contribute to housing reviews, strategies and plans
- Standard
Contribute to planning contract implementation
- Standard
Contribute to the strategic policies of care services
- Standard
Deal with customers by telephone
- Standard
Develop and maintain relationships with stakeholders in a housing context
- Standard
Develop and manage partnership working arrangements
- Standard
Develop and promote customer involvement in the organisation
- Standard
Develop and review joint working arrangements to deliver services to meet user requirements
- Standard
Develop and sustain partnership or collaborative working arrangements
- Standard
Develop and sustain partnership or collaborative working arrangements
Showing 18 of 49 standards these units map to.
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by City & Guilds Limited rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Arrange and Facilitate Meetings with Housing Customers and OthersContribute to Safeguarding Individuals from Harm, Abuse, Exploitation and Discrimination in a Housing EnvironmentContribute to the Development, Implementation and Review of Support Plans with Individuals within a Housing EnvironmentDeal with customers by telephoneDevelop Positive Relationships with Customers and Colleagues in Providing a Housing ServiceDevelop and Promote Customer Involvement in a Housing OrganisationDevelop and Sustain Partnership Working Arrangements in a Housing EnvironmentDirect Work with Customers Who Use a Housing Service
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration - Rehearse the conversation Apply
“Contribute to Safeguarding Individuals from Harm, Abuse, Exploitation and Discrimination in a Housing Environment” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Sell Property to Customers within a Housing Organisation Setting” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Contribute to the Development, Implementation and Review of Support Plans with Individuals within a Housing Environment” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Lead it Apply
“Employment Rights and Responsibilities in the Facilities Management, Housing and Property Sectors” is practised on the team you actually have. You talk through the call you are about to make, and Zavmo makes you say it the way you would say it to them.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- Allocate accommodation to meet customer requirements
- Arrange and conduct meetings with customers and others
- Assess and act on the risk of danger, harm or abuse
- Assist customers to identify and access personal development opportunities
- Assist customers to move and settle into new living environments
- Check and record the condition of property
- Complete relevant documentation for occupancy agreements
- Contribute to assessing workforce demand and supply
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Arrange and Facilitate Meetings with Housing Customers and Others, one of this qualification's own units.
Applied to your own work
This unit provides knowledge of organisational procedures for arranging meetings with housing customers and stakeholders. Learners will develop skills to arrange and facilitate meetings, applying techniques to ensure effective participation and adherence to procedures.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for City & Guilds Level 3 NVQ Certificate in Housing
28 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Arrange and Facilitate Meetings with Housing Customers and Others
- Contribute to Safeguarding Individuals from Harm, Abuse, Exploitation and Discrimination in a Housing Environment
- Contribute to the Development, Implementation and Review of Support Plans with Individuals within a Housing Environment
- Deal with customers by telephone
- Develop Positive Relationships with Customers and Colleagues in Providing a Housing Service
- Develop and Promote Customer Involvement in a Housing Organisation
and 22 more in the full unit list below.
Free tools
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Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
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The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.