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Allocate accommodation to meet customer requirements

URN: INSHOU18
Business Sectors (Suites): Housing
Developed by: Skills CFA
Approved on: 29 Mar 2019

Overview

This standard covers the allocation of permanent, temporary and emergency accommodation to meet customer requirements. 

Performance criteria

You must be able to:

  1. provide customer service which meets your organisational customer service standards and equality and diversity policy
  2. confirm that customers understand the applications process, receive the relevant forms and are made aware of the support available to complete their application
  3. process completed applications in accordance with relevant organisational and legal requirements
  4. assess the customer's accommodation requirements and identify the type of accommodation required
  5. identify accommodation requirements which are beyond the remit of your organisation and refer customers to relevant agencies
  6. inform customers of their eligibility for housing allocation in accordance with your organisation's procedures
  7. identify the type, size and locations of properties available to be allocated
  8. identify customers whose requirements match the type, size and location of available properties and select customers who will be offered accommodation in accordance with relevant organisational and legal requirements
  9. identify reserve applicants in case the first choice refuses the accommodation offered
  10. investigate the reasons given for customers not taking up accommodation to evaluate potential problems
  11. assist with appeals or complaints against allocation decisions in accordance with your organisational procedures

Knowledge and Understanding

You need to know and understand:

  1. your organisation's customer service standards and equality and diversity policy
  2. your organisation's procedures for processing accommodation applications from customers
  3. the criteria and procedures underpinning your organisation's assessment processes and the timescales for making assessments
  4. the relevant legal and regulatory requirements relating to applications, assessment and allocation of accommodation
  5. your organisation's equal opportunities policy and practice and health and safety procedures
  6. the requirement to protect confidentiality in line with the relevant data protection legislation
  7. your organisational procedures for determining housing need and notifying customers of decisions
  8. your organisational procedures for addressing and prioritising urgent accommodation requirements
  9. the organisations and agencies to which customers might be referred, their roles, remits and referral systems
  10. the different types, sizes and locations of properties in your organisation's portfolio
  11. your organisational procedures for allocating accommodation to customers
  12. your organisation's appeals or complaints procedures with respect to assessment of housing need and allocating accommodation
  13. your organisation's procedures for dealing with refusals of offered accommodation

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

ASTH307

Relevant Occupations

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

SOC Code

4159

Keywords

property; permanent; temporary; emergency; accommodation; risk; safety; support; legislation; equality; diversity; safe; organise