Our CPD accredited Tenancy Management in Community Housing Program provides the essential knowledge and practical skills needed to manage tenancies effectively within the community housing sector.
Across seven focused modules, participants explore the full tenancy lifecycle - from sign-up to exit – and develop capability across areas such as rent management, inspections, complaints handling, and compliance. The program promotes professional, consistent, and empathetic tenancy management that supports both tenant wellbeing and organisational outcomes.
DURATION
This eLearning program includes seven modules, with a total completion time of seven hours. Each module takes less than one hour to complete.
MODULE 1: Introduction to Community Housing
DESCRIPTION
This module introduces staff to the foundational role of a tenancy manager. You’ll explore key duties, the broader housing system, and the legislation and regulatory bodies that shape practice. The session also introduces core principles such as information sharing, privacy and customer-centred service delivery.
MODULE OBJECTIVES
By the end of this course, you will be able to:
- Understand the key functions and responsibilities of a tenancy manager
- Identify the key legislation and regulatory bodies, including the Residential Tenancies Act (RTA)
- Apply privacy, consent and information-sharing requirements
MODULE 2: Commencing a Tenancy
DESCRIPTION
This module provides practical skills for conducting tenancy sign-ups, ensuring tenants are informed, supported, and confident about their rights and obligations. You’ll explore essential documents, what to include during a sign-up meeting, and how to build rapport with new renters from day one.
MODULE OBJECTIVES
By the end of this course, you will be able to:
- Complete key tenancy documents accurately (e.g. agreements, bonds, condition reports)
- Communicate clearly during the sign-up process
- Help tenants understand their rights and responsibilities
- Establish strong foundations for new tenancies
MODULE 3: Arrears Management
DESCRIPTION
This module explores how to manage and prevent rent arrears using a harm-reduction, person-centred approach. You’ll learn how to identify early warning signs, engage tenants in respectful money conversations, and manage formal recovery processes in line with legislation.
MODULE OBJECTIVES
By the end of this course, you will be able to:
- Use early intervention strategies to prevent arrears
- Support tenants through empathetic rent discussions
- Provide referrals for financial support services
- Apply RTA requirements and Tribunal processes for managing arrears
MODULE 4: Routine Inspections
DESCRIPTION
Routine inspections are a vital part of property management. This module equips staff with the knowledge and tools to conduct thorough, respectful inspections, manage documentation, and build trust with tenants — while keeping personal safety in mind.
MODULE OBJECTIVES
By the end of this course, you will be able to:
- Schedule, conduct and report on inspections in line with legal requirements
- Manage outreach safety using appropriate tools and support
- Build rapport with tenants during home inspections
MODULE 5: Rent Setting and Rent Reviews
DESCRIPTION
This module provides an overview of how rent is determined and reviewed in community housing. Participants will learn how to communicate rent changes clearly, collect relevant information, and ensure compliance with rent-setting regulations.
MODULE OBJECTIVES
By the end of this course you will be able to:
- Understand the legislation and regulations that guide rent setting and rent reviews in social housing
- Explain the basics of rent calculations, including rebated rent
- Apply best practice when planning and conducting rent reviews
- Communicate clearly and respectfully with tenants about rent changes
MODULE 6: Vacancy Management
DESCRIPTION
Vacancies impact both the organisation and tenants. This module explores how to manage the end-of-tenancy process, support tenant engagement throughout, and reduce the financial and social impacts of vacancies through timely, proactive action.
MODULE OBJECTIVES
By the end of this course you will be able to:
- Explain why effective vacancy management matters for tenants, providers and the broader housing system
- Describe the key stages of the vacancy process from notice through to sign-up
- Identify practical actions that reduce delays, minimise costs and support a smoother property turnaround
- Recognise the importance of clear tenant communication throughout the vacancy process
MODULE 7: Complaints Management
DESCRIPTION
Effective complaints management builds trust and drives improvement. This module helps staff distinguish between service and neighbour complaints, respond empathetically, and ensure feedback is handled constructively in line with policy.
MODULE OBJECTIVES
By the end of this course you will be able to:
- Understand why complaints matter
- Identify different types of complaints
- Respond appropriately and professionally
- Record and manage complaints effectively
- Reduce escalation and improve outcomes
