Respond to property maintenance enquiries

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CHCCH317A, 'Respond to property maintenance enquiries'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Respond to property maintenance enquiries' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Apply a client-focused approach to maintenance

1.1 Apply understanding of the role of responsive maintenance in the social housing context

1.2 Apply understanding of property maintenance and principles of the asset maintenance system in the context of provision of social housing

1.3 Apply understanding of the importance of a quality client focused service

1.4 Address client in a courteous and professional manner

1.5 Promptly establish client requirements and degree of urgency

1.6 Identify impact of relevant legislation or organisation policy for dealing with enquiry and ability to respond

1.7 Allocate a priority to enquiries requiring additional research and arrange for follow up

1.8 Ensure communication addresses needs of diverse client groups and clarifies technical building issues

2. Research information relevant to enquiry

2.1 Identify information relevant to client needs from organisation and industry sources as required

2.2 Assess accuracy and type of information available from client to determine if an on-site inspection, or further action is required

2.3 Assess probability of associated problems and impact on property operations from available information and advise other parties where appropriate

3. Determine suitable response

3.1 Prepare response to the enquiry within organisation and legislative time requirements

3.2 Establish need for written/verbal response or action in accordance with organisation and legislative requirements and nature of enquiry

3.3 Provide client with options and alternatives where appropriate

3.4 Ensure response is consistent with industry codes of practice and relevant legislation

4. Communicate advice and information

4.1 Present written and verbal responses in clear and simple terms so that they can be understood

4.2 Provide property information for routine and specified enquiries where these service client requirements

4.3 Promptly attend to client requirements for follow up information

4.4 Seek feedback from client to ensure satisfaction with response where appropriate

4.5 Schedule and confirm relevant bookings with client

5. Update relevant files and records

5.1 Complete documentation in accordance with organisation procedures

5.2 Promptly advise relevant staff of work allocations

5.3 Collate information on the type and source of enquiries to identify maintenance trends

5.4 Collate and analyse feedback from tenants

5.5 Recommend changes to policy or service provision as appropriate

Qualifications and Skillsets

CHCCH317A appears in the following qualifications:

  • CHC30508 - Certificate III in Social Housing
  • CHC40908 - Certificate IV in Social Housing