LBL SKILLS

Customer Service for Social Housing

Level 2 Award in Customer Service for Social Housing (RQF)

What is it?

This is a Level 2 qualification, equivalent to GCSE-level study, regulated by Ofqual and awarded by Qualifications Network UK (QNUK), a leading regulated Awarding Organisation.

This qualification demonstrates real, measurable competence in housing-specific customer service, and evidences continuous professional development.

Who is it for?

Housing Officers

& Customer Service Staff

Repairs & Maintenance Teams

Admin & Support Staff in Housing Environments

Anyone looking to boost their employability in the housing sector

What You'll Learn

The role and Importance of customer service in the social housing sector.

How regulations and best practice influence customer service in social housing.

Effective communication techniques for customer service in social housing.

How to handle complaints and resolve issues effectively in social housing

How customer service approaches vary in different housing-related situations.

The role of feedback and service improvement in social housing.

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Qualification Objectives

This qualification is designed to develop learners' understanding and practical knowledge of delivering effective customer service within the social housing sector. It covers essential principles, including communication skills, handling complaints, understanding customer needs, and maintaining professional standards in a housing environment.

By completing this qualification, learners will gain the confidence and competence to interact positively with tenants, residents, and colleagues, ensuring high levels of service that meet both organisational and regulatory expectations.

In addition to enhancing customer service skills, the qualification serves as a foundation for employment within the housing sector. It equips learners with sector-specific knowledge that is valuable for roles such as housing assistants, customer service advisors, and tenant liaison officers. Furthermore, it supports learners who are already employed in social housing, helping them to perform more effectively in their roles and progress in their careers

Benefit to Learners

This qualification enables learners to:

• Develop confidence in delivering high-quality customer service tailored to the needs of social housing tenants.

• Understand how to apply customer service principles within a regulated and values-driven environment.

• Improve their communication, problem-solving, and professionalism in real-world housing situations.

• Strengthen their employability through sector-specific knowledge and awareness of best practice.

• Progress into further learning or employment opportunities in housing, customer service, or related roles

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