Unit of competency Outline

Date retreived
22/07/2026 9:26 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Manage and maintain tenancy agreements and services

Manage and maintain tenancy agreements and services

Unit of competency
National Code
CHCSOH002
State Code
AVB34
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
06/08/2015
View on TGA
State Implementation and Classification
Approved Date
22/01/2016
Field of Education
080503 - Real Estate
Original Release Date
22/01/2016
Nominal Hours
60
Description
This unit describes the skills and knowledge required to manage tenancy agreements and associated housing services. This unit applies to work in a social housing context in agencies responsible for sustainable tenancy management. Workers are required to exercise judgement and sensitivity when working with clients within clearly defined processes and procedures. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Notes
Elements and Performance Criteria
1. Complete tenancy agreement
  • 1.1 Schedule suitable appointment time for signing documents and organise interpreters, according to client needs
  • 1.2 Complete written property conditions report
  • 1.3 Inform clients of money and other documentation required prior to sign-up
  • 1.4 Advise clients of the rebate and rental payment options
  • 1.5 Address all legal requirements in respect of executing agreements
  • 1.6 Organise documentation and legal representation for ‘under age’ client prior to signing tenancy agreement
2. Explain the policies and procedures to new tenants
  • 2.1 Provide information on rent payment systems and housing providers expectations with regard to tenant rent payment and arrears
  • 2.2 Provide information to new tenants on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation
  • 2.3 Explain the maintenance system, rental rebate system, grievance procedures and any other services provided by the organisation to new tenants
3. Recognise crisis and the need for immediate intervention
  • 3.1 Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless
  • 3.2 Utilise specialist expertise of other agencies and community services
  • 3.3 Identify crisis situations and follow organisation’s intervention procedures
  • 3.4 Comply with legal and duty of care requirements when dealing with young people who are experiencing or at risk of becoming homeless
  • 3.5 Make appropriate referrals for individuals who are experiencing homelessness or who are at risk of becoming homeless
4. Facilitate landlord and tenant responsibilities (per the tenancy agreement)
  • 4.1 Follow organisation’s procedures for inspections, maintenance and complaints handling
  • 4.2 Manage rental accounts in accordance with current guidelines
  • 4.3 Manage rental bonds in accordance with organisations policies and relevant legislation
  • 4.4 Monitor and act upon nuisance and annoyance incidents in accordance with organisation guidelines
  • 4.5 Inform clients and landlords of their rights and responsibilities
5. Respond with sensitivity to tenant’s changing needs and circumstances
  • 5.1 Implement criteria for succession to proceed
  • 5.2 Request and review supporting documentation
  • 5.3 Check supporting documentation for accuracy and use in decision-making process
  • 5.4 Identify asset management issues
6. Manage tenancy termination processes
  • 6.1 Determine reasons for tenancy termination
  • 6.2 Follow organisation procedures and legal processes for termination
  • 6.3 Maintain client confidentiality within organisation policies and procedures
  • 6.4 Assist tenants, according to needs, including referrals to appropriate tenant, advocate and/or legal representation
  • 6.5 Complete all termination documentation and filing in accordance with role
7. Manage eviction process
  • 7.1 Negotiate with tenant advocates and/or legal representatives
  • 7.2 Follow eviction procedures of organisation
8. Facilitate appeal process
  • 8.1 Provide client with a clear explanation of appeal process and encourage clients to present all facts relevant to appeal
  • 8.2 Gather information on changes in circumstances and use to inform appeal process
  • 8.3 Arrange an interview for further information, if necessary, and assess the need for an interpreter or advocate
  • 8.4 Review facts obtained previously and make decision as per delegation
  • 8.5 Document appeals decision
9. Take appropriate action in response to a complaint about tenant
  • 9.1 Investigate complaint and determine if the client has attempted to resolve the problem
  • 9.2 Decide whether intervention should be taken by organisation
  • 9.3 Document case if decision is made that the organisation should intervene
  • 9.4 Gather information, reports, documentation and feedback from tenants, neighbours, colleagues, police and tenant groups
  • 9.5 Write and file a comprehensive record of complaint and action taken
10. Resolve problems
  • 10.1 Consult with relevant people and agencies in accordance with confidentiality requirements
  • 10.2 Identify all options
  • 10.3 Mediate between involved parties in an attempt to reach mutually accepted resolutions
  • 10.4 Adhere to legal responsibility of reporting alleged criminal behaviour
No information
No information
Replaces
State Code National Code Title Type
WC817 CHCCH410B Manage and maintain tenancy agreements and services Unit of competency
Replaced By
State Code National Code Title Type
ODJ42 CHCSOH014 Manage and maintain tenancy agreements and services Unit of competency