Places for People (PfP) has introduced an industry-first training pathway combining housing and customer service qualifications.
PfP’s new Service in Housing Pathway will combine housing and customer service training.
Successful participants will achieve a Chartered Institute of Housing (CIH) Level 3 qualification in Housing Practice, with accredited modules from the Institute of Customer Service.
The new integrated programme will be delivered by PfP’s own CIH-accredited training academy PfP Thrive.
PfP – which this year was awarded the top C1 consumer rating by the Regulator for Social Housing – has made a strategic shift in the way it supports its affordable housing Customers, focusing on providing a community-based approach, but with all the benefits of the scale that PfP brings.
The strategy has included a substantial investment in creating more frontline roles, reducing the patch sizes of Community Housing Mangers, offering more regular, insight-driven visits to every home, and using data and technology to help shift to a more proactive, relationship-focused service.
The Service in Housing Pathway will enhance the strategy further as PfP aims for all its Community Housing Managers and Service Managers to complete the qualification, with initial cohorts prioritising those currently without a CIH Level 3 qualification.
The programme will offer a unique and industry-leading foundation for those who then wish to progress into more senior roles and gain Level 4 and 5 qualifications in line with the upcoming Competence and Conduct Standard being introduced by Government.
Rachel Crownshaw, group managing director for communities at Places for People, said: “Ultimately, we want our customers to receive great service and support, and our Community Housing Managers play a crucial role in this. They are the anchors in our communities.
“We have to think differently about how we deliver services. Customer expectations and circumstances are ever evolving, and we need to be alongside and supporting them, particularly where there is vulnerability. Building relationships helps establish trust which is critical if we are to pre-empt support needs and create thriving Communities.
“We’re introducing the Service in Housing Pathway as we know housing management requires a different approach, combining customer service with a housing qualification. It is the first of its kind and with our training academy PfP Thrive, we have shaped it to help play a compelling role in the improvement of standards across the housing sector
“Customers must be at the heart of everything we do and that is why it was so important to us to include customer service within our programme, supporting us to become a community-based housing association at scale.”
Tom Arey, director for PfP Thrive, added: “PfP’s unique ability to deliver this in-house through PfP Thrive means we can tailor approach for our people, customers and communities to support everyone to truly thrive, but we also plan to work with other housing providers to enrol their staff too so social housing, and its customers as a whole, can benefit.”
Elly Hoult, president of the Chartered Institute of Housing, said: “At CIH, we believe professional standards and continuous development are vital to building a stronger, more customer-focused housing sector.
“Places for People’s new Housing Manager Pathway Programme is a bold and innovative step that helps raise the bar across the industry. By combining customer service excellence with core housing knowledge, this programme reflects the forward-thinking approach we need as the new Competence and Conduct Standard comes into place.
“We’re pleased to support this initiative and delighted to see PfP using its accredited training academy to empower its workforce and, ultimately, deliver even better outcomes for residents.
“This aligns with my CHOOSE HOUSING presidential campaign, which aims to attract and retain diverse talent by highlighting housing as a vital, values-driven profession. Initiatives like this demonstrate just how impactful and rewarding a career in housing can be.”
