City & Guilds Limited · RQF Level 3
City & Guilds Level 3 NVQ Certificate in Housing
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits27
- Guided learning165 hours
- Units in this qualification28
Awarded by City & Guilds Limited · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
City & Guilds Health and Social care courses. Leading vocational education and training organisation.
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, and every one you earn is yours to keep.
Arrange and Facilitate Meetings with Housing Customers and OthersReal unit · City & Guilds Limited
This unit provides knowledge of organisational procedures for arranging meetings with housing customers and stakeholders. You'll learn to arrange and facilitate meetings, applying techniques to ensure effective participation and adherence to procedures.
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 EnvironmentReal unit · City & Guilds Limited
You'll gain understanding of legislation, codes of practice, and organisational policies related to safeguarding individuals from harm, abuse, exploitation, and discrimination in a housing environment. The unit covers recognising signs of abuse and appropriate response procedures.
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 EnvironmentReal unit · City & Guilds Limited
This unit equips learners with knowledge of organisational policies and procedures for support plans within a housing environment. You'll contribute to developing, implementing, and reviewing support plans in collabouration with individuals and relevant stakeholders.
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 telephoneReal unit · City & Guilds Limited
This unit develops learners' skills in using telephone systems to manage customer interactions effectively. You'll plan and conduct focused calls, handle incoming calls professionally, and apply communication techniques suitable for telephone customer service.
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 ServiceReal unit · City & Guilds Limited
This unit covers organisational policies and procedures related to customer service within housing services. You'll develop effective communication techniques to engage with customers and colleagues and apply policies collabouratively to enhance service delivery.
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 OrganisationReal unit · City & Guilds Limited
You'll understand organisational policies and procedures on customer involvement and develop strategies to promote active participation within a housing organisation. The unit includes evaluating and recommending improvements to customer involvement approaches.
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 EnvironmentReal unit · City & Guilds Limited
You'll gain understanding of organisational policies and procedures related to partnership working in a housing environment. The unit develops skills to establish and sustain effective partnerships, recognising benefits and addressing potential challenges.
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 ServiceReal unit · City & Guilds Limited
You'll understand relevant legislation, guidelines, and organisational policies for working with customers in a housing service. The unit focuses on applying policies to maintain professional boundaries and safeguard customer welfare.
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 SectorsReal unit · City & Guilds Limited
This unit provides knowledge of employer and employee rights and responsibilities within the facilities management, housing, and property sectors. You'll understand organisational procedures and factors affecting their occupation and organisation.
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 SituationsReal unit · City & Guilds Limited
It teaches you to understand their role and responsibilities when working with housing customers in isolating situations. You'll identify challenges and support customers to establish and maintain social contacts and interests while maintaining professional boundaries.
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 EnvironmentsReal unit · City & Guilds Limited
You'll understand relevant legislation and organisational procedures for moving customers into new living environments. The unit covers arranging accommodation, supporting customers during resettlement, and promoting a smooth transition to enhance well-being.
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 PropertyReal unit · City & Guilds Limited
You'll gain knowledge of health and safety and organisational procedures for property inspection. The unit develops skills to conduct thorough inspections, identify issues, and understand the importance of adhering to safety and procedural requirements.
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 PropertiesReal unit · City & Guilds Limited
This unit provides learners with knowledge of legal and organisational policies and procedures for managing empty properties. You'll be able to implement these policies to ensure security and proper management while maintaining compliance with relevant legislation.
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 AccommodationReal unit · City & Guilds Limited
You'll gain understanding of legal and organisational frameworks for managing temporary accommodation. The unit covers organising provision, monitoring standards, and ensuring accommodation meets eligibility criteria and customer needs.
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 accommodationReal unit · City & Guilds Limited
It teaches you to support individuals in identifying their housing needs and making applications for accommodation. You'll learn to process housing applications accurately and advocate for individuals with relevant organisations.
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 PropertyReal unit · City & Guilds Limited
You'll develop knowledge of organisational policies, procedures, and health and safety regulations related to property maintenance and repair. The unit teaches you to organise maintenance and repair activities and check completed work for compliance and quality.
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 HousingReal unit · City & Guilds Limited
You'll explore development opportunities and resources within their organisation to support career and personal growth. They will learn to identify gaps in their knowledge and skills and set personal work objectives to address these effectively.
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 HousingReal unit · City & Guilds Limited
You'll gain understanding of legal and organisational requirements to promote safe, ethical, and sustainable practice in housing. The unit covers equality, diversity, anti-discriminatory practice, and managing conflicts of interest within the housing sector.
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 CustomersReal unit · City & Guilds Limited
This unit covers organisational policies and procedures for providing housing advice and guidance. You'll learn to interpret these policies and deliver effective advice to customers within the housing environment.
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 HomelessnessReal unit · City & Guilds Limited
You'll understand legislation and organisational policies related to homelessness prevention. The unit teaches you to support customers at risk of homelessness by providing appropriate advice and assistance to reduce the likelihood of homelessness.
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 ServiceReal unit · City & Guilds Limited
You'll understand legislation and organisational policies relevant to providing a housing rent service. The unit includes delivering and monitoring the rent service to ensure compliance with tenant rights and regulatory requirements.
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 RepairsReal unit · City & Guilds Limited
This unit provides knowledge of housing stock, common defects, and organisational procedures for handling repair requests. You'll learn to establish and respond to customer repair requests promptly and in accordance with policies.
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 SectorReal unit · City & Guilds Limited
This unit covers relevant legislation and organisational policies relating to breaches of agreements in the housing sector. You'll learn to investigate possible breaches, gather evidence, and take appropriate action to resolve issues in accordance with legal and organisational requirements.
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 SettingReal unit · City & Guilds Limited
This unit covers legal requirements, codes of practice, and organisational policies related to selling property within a housing organisation. You'll develop the ability to implement these policies and procedures to ensure compliance and effective property sales.
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 AgreementsReal unit · City & Guilds Limited
This unit provides learners with knowledge of the legal definitions and distinctions between tenancy, licence, and leaseholder agreements. You'll learn to set up and manage these agreements in line with organisational policies and legal requirements.
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 EnvironmentReal unit · City & Guilds Limited
You'll develop knowledge and skills to support the social and personal development needs of customers within a housing environment. The unit covers relevant policies, identification of development needs, provision of support, and monitoring and recording of progress.
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 OpportunitiesReal unit · City & Guilds Limited
It teaches you to support customers' engagement with the local community by identifying support networks and development opportunities. You'll understand organisational policies and recognise how community involvement contributes to personal development.
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 CommunityReal unit · City & Guilds Limited
You'll gain knowledge of organisational policies and procedures for community involvement and apply effective techniques to encourage participation. The unit covers developing community activities and supporting customers and groups to enhance community development.
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 honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. 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’ve earned and what’s next.
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 stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
City & Guilds Level 3 NVQ Certificate in Housing
- 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
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
Allocate accommodation to meet customer requirementsArrange and conduct meetings with customers and othersAssess and act on the risk of danger, harm or abuseAssist customers to identify and access personal development opportunitiesAssist customers to move and settle into new living environmentsCheck and record the condition of propertyComplete relevant documentation for occupancy agreementsContribute to assessing workforce demand and supplyContribute to housing reviews, strategies and plansContribute to planning contract implementationContribute to the strategic policies of care servicesDeal with customers by telephoneDevelop and maintain relationships with stakeholders in a housing contextDevelop and manage partnership working arrangementsDevelop and promote customer involvement in the organisationDevelop and review joint working arrangements to deliver services to meet user requirementsDevelop and sustain partnership or collaborative working arrangementsDevelop and sustain partnership or collaborative working arrangements+31 more
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
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.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
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.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.