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Establish the housing requirements of customers

URN: INSHOU05
Business Sectors (Suites): Housing
Developed by: Skills CFA
Approved on: 29 Mar 2019

Overview

This standard is about establishing the housing requirements of customers at the initial stage of contact and reviewing changes in their circumstances. It is about establishing their immediate reason for seeking support, gathering and recording relevant information and referring them to relevant colleagues. 

Performance criteria

You must be able to:

  1. identify the role of assessment and its contribution to meeting customer housing requirements
  2. provide customer service which meets your organisational standards and equality and diversity policy
  3. establish the customer's reasons for approaching your organisation and their expectations of your service
  4. identify the customer's initial and ongoing housing requirements
  5. gather relevant background information from the customer
  6. maintain customer confidentiality and privacy to conform with your organisational customer service standards and the relevant data protection legislation
  7. identify and agree the housing support that your organisation can provide to the customer
  8. refer customers to alternative services or support if your organisation is unable to assist them
  9. explain the next steps in the support process to the customer
  10. record relevant information for colleagues and pass information on to them
  11. review any changes of circumstances and conduct a further assessment of requirements

Knowledge and Understanding

You need to know and understand:

  1. the services your organisation can provide to prospective customers
  2. the types of housing requirements that customers bring to your organisation
  3. the distinction between housing requirements and other types of support being sought by the customer
  4. the importance of listening to customers, asking questions and confirming the customer's understanding
  5. the alternative services or support available and how to refer customers to them
  6. the sources of housing support available in your organisation and which colleagues to refer customers to
  7. the types of information about customers required to assist you to meet their housing requirements
  8. your organisational customer service standards and equality and diversity policy
  9. how to refer customers on to internal colleagues
  10. how your organisation must comply with the relevant data protection legislation

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

1

Indicative Review Date

06 Jan 2024

Validity

Current

Status

Original

Originating Organisation

Instructus

Original URN

ASTH208

Relevant Occupations

Housing Assistant, Housing Administrator, Lettings Negotiator, Revenue Officer/Assistant, Resident Involvement Assistant, Neighbourhood Assistant, Lettings Assistant, Repairs Assistant, Assistant Portfolio Manager (without portfolio)

SOC Code

4159

Keywords

customers; colleagues; support; vulnerable; information; data confidentiality; customer confidentiality; online; services; stakeholders