Unit of competency Outline
Date retreived
22/07/2026 7:31 AM AWST
22/07/2026 7:31 AM 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.
Respond to property maintenance enquiries
Respond to property maintenance enquiries
Unit of competency
National Code
CHCCH317A
CHCCH317A
State Code
D2268
D2268
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
09/08/2012
Field of Education
080503 - Real Estate
Original Release Date
09/08/2012
Nominal Hours
25
Description
DescriptorThis unit describes the knowledge and skills required for application where housing workers and/or community service workers are required to respond to maintenance enquiries relating to social housing properties
Notes
Elements and Performance Criteria
1. Apply a client-focused approach to maintenance
- 1.1 Apply understanding of the role of responsive maintenance in the social housing context
- 1.2 Apply understanding of property maintenance and principles of the asset maintenance system in the context of provision of social housing
- 1.3 Apply understanding of the importance of a quality client focused service
- 1.4 Address client in a courteous and professional manner
- 1.5 Promptly establish client requirements and degree of urgency
- 1.6 Identify impact of relevant legislation or organisation policy for dealing with enquiry and ability to respond
- 1.7 Allocate a priority to enquiries requiring additional research and arrange for follow up
- 1.8 Ensure communication addresses needs of diverse client groups and clarifies technical building issues
2. Research information relevant to enquiry
- 2.1 Identify information relevant to client needs from organisation and industry sources as required
- 2.2 Assess accuracy and type of information available from client to determine if an on-site inspection, or further action is required
- 2.3 Assess probability of associated problems and impact on property operations from available information and advise other parties where appropriate
3. Determine suitable response
- 3.1 Prepare response to the enquiry within organisation and legislative time requirements
- 3.2 Establish need for written/verbal response or action in accordance with organisation and legislative requirements and nature of enquiry
- 3.3 Provide client with options and alternatives where appropriate
- 3.4 Ensure response is consistent with industry codes of practice and relevant legislation
4. Communicate advice and information
- 4.1 Present written and verbal responses in clear and simple terms so that they can be understood
- 4.2 Provide property information for routine and specified enquiries where these service client requirements
- 4.3 Promptly attend to client requirements for follow up information
- 4.4 Seek feedback from client to ensure satisfaction with response where appropriate
- 4.5 Schedule and confirm relevant bookings with client
5. Update relevant files and records
- 5.1 Complete documentation in accordance with organisation procedures
- 5.2 Promptly advise relevant staff of work allocations
- 5.3 Collate information on the type and source of enquiries to identify maintenance trends
- 5.4 Collate and analyse feedback from tenants
- 5.5 Recommend changes to policy or service provision as appropriate
RANGE STATEMENT
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
This unit is relevant to activity within the following market sectors:
Public housing
Community housing
Supported accommodation programs
State government
Affordable housing
Crisis accommodation
Enquiries may include:
Repairs to rented premises
Lease enquiries
Property management policy/procedures
Repairs to rented premises
Complaints about non-compliance with lease or contract
Maintenance charges against tenants
Inspection may cover:
Proposed property uses
Site conditions
Lease compliance
Demonstrations
Client may include:
Management
Business owners
Specialist consultants and advisers
Other property companies
Tenants
Contracted and casual tradespersons
Relevant bookings may include:
Visits
Meetings
Inspections
Demonstrations
Work orders to tradespersons
Reports from specialist consultants
Documentation may be manual or computerised and may include:
Enquiry records
Financial records
Schedules
Diary entries
Client histories
File notes
Property condition records
Tenancy records
Relevant legislation (Federal, State and Local) and industry codes of practice cover areas including:
The market sector
Environment
Construction
Land use
Zoning
Native title
Utility use (water, gas, electricity)
Freedom of information
Consumer affairs
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
This unit is relevant to activity within the following market sectors:
Public housing
Community housing
Supported accommodation programs
State government
Affordable housing
Crisis accommodation
Enquiries may include:
Repairs to rented premises
Lease enquiries
Property management policy/procedures
Repairs to rented premises
Complaints about non-compliance with lease or contract
Maintenance charges against tenants
Inspection may cover:
Proposed property uses
Site conditions
Lease compliance
Demonstrations
Client may include:
Management
Business owners
Specialist consultants and advisers
Other property companies
Tenants
Contracted and casual tradespersons
Relevant bookings may include:
Visits
Meetings
Inspections
Demonstrations
Work orders to tradespersons
Reports from specialist consultants
Documentation may be manual or computerised and may include:
Enquiry records
Financial records
Schedules
Diary entries
Client histories
File notes
Property condition records
Tenancy records
Relevant legislation (Federal, State and Local) and industry codes of practice cover areas including:
The market sector
Environment
Construction
Land use
Zoning
Native title
Utility use (water, gas, electricity)
Freedom of information
Consumer affairs
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Assessment of competency may be made through practical demonstration in the work environment or in an industry approved simulated work environment
Assessment should incorporate case files of work records demonstrating diversity of application of the performance criteria
It is recommended that assessment of this competency includes handling a client enquiry from at least four different client types with different client needs
Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities
Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Resources required for assessment include access to
a work environment or relevant simulated work environment where assessment can take place
an appropriate property recording system
Method of assessment:
In cases where the learner does not have the opportunity to cover all aspects of the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on 'What if?' scenarios
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on Essential knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a 'period of time' and/or in a 'number of locations', any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Assessment of competency may be made through practical demonstration in the work environment or in an industry approved simulated work environment
Assessment should incorporate case files of work records demonstrating diversity of application of the performance criteria
It is recommended that assessment of this competency includes handling a client enquiry from at least four different client types with different client needs
Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities
Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Resources required for assessment include access to
a work environment or relevant simulated work environment where assessment can take place
an appropriate property recording system
Method of assessment:
In cases where the learner does not have the opportunity to cover all aspects of the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on 'What if?' scenarios
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on Essential knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a 'period of time' and/or in a 'number of locations', any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S3010 | CHCCH17B | Respond to property maintenance or purchase enquiries | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVB29 | CHCSOH007 | Respond to property maintenance enquiries | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D272 | CHC30508 | Certificate III in Social Housing | Qualification |
| J007 | CHC30512 | Certificate III in Social Housing | Qualification |
| J016 | CHC40912 | Certificate IV in Social Housing | Qualification |