CIH Level 4 Unit H423 Customer Focus in Housing (T/651/3055) Assessment Brief 2026

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Published: 16 Apr, 2026

Category	Assignment	Subject	Education
University	___	Module Title	Unit H423 Customer Focus in Housing

Academic Year	2026/27

Unit H423 Customer Focus in Housing Assessment Brief 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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