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Investigate identified breaches of occupancy agreements

URN: INSHOU20
Business Sectors (Suites): Housing
Developed by: Skills CFA
Approved on: 2019

Overview

This standard covers the competencies required by individuals who are responsible for investigating identified breaches of occupancy agreements. In the context of this standard an occupancy agreement could be a tenancy, licence or leaseholder agreement*.

*Leaseholder agreements do not apply in Scotland.

Performance criteria

You must be able to:

  1. follow operational procedures that are in place to minimise and prevent breaches of occupancy agreements
  2. investigate reports or allegations of identified breaches of occupancy agreements
  3. determine whether the reported behaviour could constitute a breach of agreement
  4. work with relevant organisations who are part of the occupancy agreement
  5. assess the risks to yourself and your organisation of investigative activities and take relevant steps to mitigate these
  6. initiate and undertake formal investigations of identified breaches in line with the relevant legal and organisational requirements
  7. take steps to verify information received from sources where reports conflict
  8. manage situations in accordance with organisational procedures where customers become abusive or aggressive
  9. use the information gained through investigations to determine if breaches of conditions have occurred
  10. determine the range of options available to your organisation, based on relevant legal and operational constraints
  11. administer the required action to resolve the problem in accordance with relevant organisational procedures and legal constraints
  12. refer to senior colleagues if the decision is beyond your authority
  13. keep records of your investigations and actions in accordance with organisational procedures
  14. inform customers and relevant organisations of your decisions and actions in accordance with your organisational policy and procedures

Knowledge and Understanding

You need to know and understand:

  1. your organisation's procedures for investigating and acting upon identified breaches of occupancy agreements
  2. the relevant rights and responsibilities of customers under occupancy agreements
  3. how to communicate with the relevant customers and organisations involved in your investigation
  4. the relevant legislation in respect of crime, public disorder, antisocial behaviour, health and safety and fire regulations
  5. the types of risks that can be associated with investigating possible breaches of agreement
  6. how to assess and minimise risk to yourself and others
  7. the options available to you in dealing with breaches of agreement
  8. the relevant organisational and legal procedures relating to your actions
  9. how your organisation must comply with the relevant data protection legislation
  10. the requirement for information throughout the investigation and decision making processes to be recorded accurately

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

1

Indicative Review Date

2024

Validity

Current

Status

Original

Originating Organisation

Instructus

Original URN

ASTH309

Relevant Occupations

Housing Manager, Housing Officer, 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

property; investigating; dealing; breaches; accommodation; tenancy; licence; leaseholder; agreements; customers; documentation; safety; support; legislation; equality; diversity; safe; organise