Unit of competency Outline

Date retreived
22/07/2026 12:15 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
CHCCH410B
State Code
WC817
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/05/2012
View on TGA
State Implementation and Classification
Approved Date
17/07/2014
Field of Education
080503 - Real Estate
Original Release Date
17/07/2014
Nominal Hours
60
Description
DescriptorThis unit describes the knowledge and skills required to manage tenancy agreements and associated housing services, including termination, where necessary, for application in agencies responsible for sustainable tenancy management
Notes
Elements and Performance Criteria
1. Correctly complete tenancy agreement
  • 1.1 Complete all necessary clerical and administrative functions as required
  • 1.2 Make suitable appointment time for signing and organise interpreters, if necessary
  • 1.3 Complete property conditions report
  • 1.4 Inform clients of documentation and money required prior to sign-up
  • 1.5 Advise clients of the rebate and rental payment options when necessary
  • 1.6 Supply clients with all relevant information
  • 1.7 Address all legal requirements in respect of executing agreements
  • 1.8 Organise documentation and legal representation for 'under age' client prior to signing tenancy agreement
2. Explain the range of housing services provided 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 Where applicable, provide information on rental bonds, in accordance with the organisations policies and procedures and rental bond legislation, to new tenants
  • 2.3 Follow relevant organisation or department policies and procedures
  • 2.4 Explain the maintenance system e.g. urgent, priority, normal, after hours to new tenants
  • 2.5 Explain the rental rebate system and grievance procedures to new tenants
  • 2.6 Explain other services provided by the organisation as applicable
  • 2.7 Make explanations simply and clearly, taking into account cultural, mental, physical and intellectual differences of tenants
3. Recognise crisis and the need for immediate intervention
  • 3.1 Utilise specialist expertise of other agencies and community services as appropriate
  • 3.2 Apply organisation procedures to crisis situations
  • 3.3 Respond appropriately to individuals who are experiencing homelessness or who are at risk of becoming homeless
  • 3.4 Work with understanding of 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. Promote landlord and tenant responsibilities (per the tenancy agreement)
  • 4.1 Ensure maintenance of dwellings through inspections and review of complaints
  • 4.2 Manage rental accounts in accordance with current guidelines
  • 4.3 Manage rental bonds, if applicable, 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 Ensure clients are made aware of their rights and responsibilities, including landlord responsibilities
5. Respond to tenant's changing needs
  • 5.1 Implement criteria for succession to proceed
  • 5.2 Display sensitivity to client circumstances
  • 5.3 Request and notesupporting documentation
  • 5.4 Check supporting documentation for accuracy and use in decision-making process
  • 5.5 Consider asset management issues
6. Manage tenancy termination processes, where necessary
  • 6.1 Apply understanding of reasons for tenancy termination
  • 6.2 Apply correct understanding of tenancy termination processes
  • 6.3 Follow termination procedures of organisation, including fulfilling legal requirements
  • 6.4 Maintain client confidentiality within organisation policies and procedures
  • 6.5 Assist tenants, where appropriate, including referrals to appropriate tenant/advocate/legal representation
  • 6.6 Complete all documentation and filing, as required
7. Facilitate appeal process, where necessary
  • 7.1 Demonstrate understanding of appeal process and client right of appeal and use in work role
  • 7.2 Give client a clear explanation of appeal process
  • 7.3 Encourage clients to present all facts relevant to appeal
  • 7.4 Gather information on changes in circumstances and use to inform appeal process
  • 7.5 Arrange an interview if necessary and assess the need for an interpreter or advocate
  • 7.6 Request relevant information during interview
  • 7.7 Review facts obtained previously and make decision as per delegation
  • 7.8 Document decision
8. Take appropriate action in response to a complaint
  • 8.1 Investigate complaint appropriately by listening to the person lodging the complaint and visiting parties concerned and neighbours
  • 8.2 Conduct investigation to determine if the client has attempted to resolve the problem e.g. talked to neighbours, contacted police, council, department of community services
  • 8.3 Decide whether intervention should be taken by organisation
  • 8.4 Document case if decision is made that the organisation should intervene
  • 8.5 Gather information, reports, etc. from tenants, neighbours, police, tenant groups, etc.
  • 8.6 File a comprehensive record of complaint and action taken
9. Use other agencies to assist in resolving a problem
  • 9.1 Seek other relevant people's opinions via confidential interviews when necessary
  • 9.2 Consider all options
  • 9.3 Mediate between involved parties in an attempt to resolve situation satisfactorily
  • 9.4 Adhere to legal responsibility of reporting alleged criminal behaviour
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.


Relevant information may be gathered:
From written sources
By observation
From inside the organisation
From external sources


Relevant information may be delivered in the form of:
Informal discussion
Structured interview
Leaflets/brochures
Correspondence/written reports
Audio-visual
Newsletters/circulars
Posters/graphic representation


Advise clients may include, but is not limited to:
Rights and obligations - Residential Tenancy Act
Rights and obligations in relation to policies and procedures of housing provider
Rights and obligations under other legislation related to residential tenancies
Location of type of housing providers and/or related support agencies available


Information or advice may be provided in the form of, but not restricted to:
Informal discussion
Structured interview
Telephone discussion
Written information, pamphlets, brochures, newsletters, etc
Posters/graphic representations
Audio-material


Other information that may be provided to new tenants is:
Tenant handbook
Relevant brochures:
Payment options
Contact details for the organisation
Guarantee of service
Maintenance procedures
Rebates process
Mutual exchange
Local government regulations (services provided)
Community information
Special services specific to allocated area


Legal requirements may be detailed in:
Residential Tenancies Act and regulations


Eligibility criteria for tenants are outlined in:
Current Housing Authority guidelines
Community Housing Policy
Public housing policy


Crisis situations may include:
Extensive property damage
Tenant experiencing family violence
Deaths in the property


Tenant's changing needs may include:
Succession
Change in household circumstances (e.g. increase or decrease in size
Need for disability modifications


Supporting documentation may be:
Proof of meeting housing body eligibility requirements e.g. identification and income
Proof of circumstance:
Marriage certificate
Death certificate
Search on 'rebate'
Custody documents
Statutory declaration from outgoing tenant agreeing to succession of tenancy


Note support documentation may be carried out:
By photocopying documentation


Asset management issues may include:
Assets 'under occupancy'
Disposal
Redevelopment
Sale


Intervention may include:
Referral to Community Justice Centre
Referral to Community Health Centre
Referral to housing information services
Referral to other community support services


Options to resolve a problem may include:
Rehouse one or more tenants
Mutual exchange
Referral to Community Justice Centre or other legal resources
Involvement of Community Health Centre
Proceed to Residential Tenancy Tribunal for orders - nuisance and annoyance


Reasons for tenancy termination may include:
Voluntary (e.g. instigated by tenant)
Involuntary (e.g. eviction)
Abandonment
Tenant no longer eligible for assistance (e.g. no longer meets eligibilitycriteria)
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
This unit must be assessed in realistic workplace situations or relevant simulated work environments


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


Method of assessment:
Assessment may be via observation, questioning and examination of documentation
Replaces
State Code National Code Title Type
D2269 CHCCH410A Manage and maintain tenancy agreements and services Unit of competency
Replaced By
State Code National Code Title Type
AVB34 CHCSOH002 Manage and maintain tenancy agreements and services Unit of competency