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CIH Level 4 Unit H423 Customer Focus in Housing (T/651/3055) Assessment Example 2026
| University | Chartered Institute of Housing (CIH) |
| Subject | H423 Customer Focus in Housing (T/651/3055) |
Unit H423 Customer Focus in Housing Assessment Example 2026
| Qualification | Qualification specification CIH Level 4 Certificate in Housing (610/4695/4) |
| Unit Reference Number: | T/651/3055 |
| CIH AO reference number: | H423 |
| Unit Title | Customer focus in housing |
| Unit Level: | 4 |
| Unit credit value: | 6 |
| Total Qualification Time (TQT) | 60 hours |
| Guided Learning Hours (GLH) | 15 hours |
| Unit status: | Mandatory |
Unit Purpose/Aim
This unit aims to provide an understanding of the importance of good customer service, and communication. It covers the fundamentals of customer service, how to capture and use customer data to improve services and how equality diversity and inclusion practice supports good service delivery. Learners will understand the importance of developing and delivering services that meet the needs of a diverse range of housing customers.
| Learning outcomes | Assessment criteria |
|---|---|
| 1. Understand the principles of effective customer service in housing. | 1.1 Describe the core principles that underpin excellent customer service. 1.2 Explain the benefits of effective two-way communication in a customer service context. |
| 2. Understand how to improve the customer experience. | 2.1 Evaluate how quantitative and qualitative data is gathered to understand the diverse range of customers’ needs in housing. 2.2 Explain how customer insight can be used to measure organisational performance, identify areas for improvement, and meet housing customers’ diverse needs. |
| 3. Understand the importance of equality diversity and inclusion for housing organisations and their customers. | 3.1 Explain the importance of inclusive customer communication methods in housing. 3.2 Discuss how the application of an equality diversity and inclusion policy can impact the quality of customer service in housing. 3.3 Explain how embedding equality diversity and inclusion in practice supports the business objectives of housing organisations. |
| 4. Understand the role of housing in supporting customers experiencing vulnerability. | 4.1 Outline how to support different customers experiencing vulnerability in housing. 4.2 Review how effectively an existing housing service meets the needs of customers experiencing vulnerability or who have additional needs. |
Tutor and Assessor Guidance
Within this unit, customers can also refer to tenants/ residents or contract holders in Wales.
Any legislation or regulation must be applicable to the learners’ nation of study/ operation.
Housing organisations includes any organisation that deliver housing or housing services and can be contextualised to the learner.
AC 1.1 Core principles could include, but are not limited to:
• Communication
• Empathy
• Putting the customer first
• Listening
• Transparency
• Honesty
• Professionalism
• Consistency.
AC 1.2 Benefits could include but are not limited to:
• Helping to understand customer needs
• Building trust
• Pre-empting issues or managing conflict
• Managing expectations
• Informed decision-making
• Recognising diversity
• Supporting inclusion
• Improving satisfaction.
AC 2.1 Quantitative and qualitative data includes but is not limited to e.g. (systems data, surveys, complaints and feedback, tenant engagement and involvement).
AC 2.2 Customer insight gained from the findings of the data described above.
Organisational performance including against business objectives and any legal or regulatory standards or requirements.
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