Unit of competency Outline

Date retreived
23/07/2026 9:41 AM AWST

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Respond to property maintenance enquiries

Respond to property maintenance enquiries

Unit of competency
National Code
CHCSOH018
State Code
ODJ31
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
05/05/2021
View on TGA
State Implementation and Classification
Approved Date
10/09/2021
Field of Education
080503 - Real Estate
Original Release Date
10/09/2021
Nominal Hours
50
Description
This unit describes the performance outcomes, skills and knowledge required to respond to maintenance enquiries relating to social housing properties. This unit applies to individuals who work with social housing property found in a range of locations, including urban, semi-urban and non-urban environments, as well as low, medium and high-density housing estates and body corporate arrangements. It also applies to publicly owned and managed social housing properties and privately owned and leased social housing properties. Workers 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 standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Receive property maintenance enquiry.
  • 1.1. Receive and record maintenance enquiry.
  • 1.2. Promptly establish client requirements and degree of urgency.
  • 1.3. Allocate priority to property maintenance enquiry and determine additional research and follow up requirements.
2. Follow up property maintenance enquiry.
  • 2.1. Identify information relevant to client needs and assess risk according to organisational policies and procedures, maintaining client privacy and confidentiality.
  • 2.2. Assess accuracy and type of information available from client to determine requirement for on-site inspection and further action.
  • 2.3. Assess probability of associated problems and impact on property operations from available information, and advise other parties.
3. Determine response according to organisational and legal requirements.
  • 3.1. Assess property maintenance enquiry and determine need for written response, verbal response and action.
  • 3.2. Prepare response consistent with industry codes of practice and legislation.
  • 3.3. Prepare response within required timeframe according to organisational policies and procedures.
4. Communicate advice and information.
  • 4.1. Present written and verbal advice and information in clear and simple terms.
  • 4.2. Provide client with options and alternatives.
  • 4.3. Provide property information for routine and specified enquiries.
  • 4.4. Attend to client requirements for follow up information.
  • 4.5. Seek feedback from client to check satisfaction with response according to client needs.
  • 4.6. Schedule and confirm bookings with client.
5. Update files and records.
  • 5.1. Complete documentation and record in property maintenance management system according to organisational policies and procedures.
  • 5.2. Advise staff of work allocations.
  • 5.3. Summarise and analyse information on the type and source of enquiries to identify maintenance trends.
  • 5.4. Summarise and analyse feedback from tenants and stakeholders about contractor performance.
  • 5.5. Check and confirm maintenance is carried out according to contract documentation and work health and safety (WHS) requirements.
  • 5.6. Recognise contractor non-compliance with performance requirements and take action to rectify.
  • 5.7. Recommend changes to policy and service provision.
No information
No information
Replaces
State Code National Code Title Type
AVB29 CHCSOH007 Respond to property maintenance enquiries Unit of competency
State Code National Code Title Type
BGW9 CHC42221 Certificate IV in Housing Qualification