Professionalism in the housing sector plays a crucial role in ensuring high-quality service delivery, ethical decision-making, and effective tenant relations. This assignment provides an opportunity to explore and reflect on professionalism within housing by addressing three key tasks. First, you will define professionalism in the sector, considering principles such as integrity, accountability, and respect, as outlined in the Chartered Institute of Housing’s Code of Conduct and Ethics. Next, you will examine the importance of professional judgment and reflective practice, demonstrating how experience and ethical decision-making shape effective housing professionals. Finally, the assignment will focus on continuing professional development (CPD), emphasizing the need for lifelong learning and career growth to meet the evolving challenges within housing organisations. Through this exploration, you will gain a deeper understanding of professionalism and its impact on tenants, teams, and housing services.
All exemplars provided by AKG Learning are intended as foundational guides to demonstrate the expected standard aligned with CIH requirements. While the suggested formats and structures are to be followed, all content submitted must be the learner’s own original work and must not be generated by AI. Additionally, these exemplars are fictional works, featuring entirely fictional characters and scenarios. Professional Response to Assessment Brief - Professionalism in Housing Learner: Liz Shaw Organisation: Auton Housing Ltd Course: CIH Level 4 Diploma in Housing Unit: Professionalism in Housing (Mandatory) Introduction In this report, I, Liz Shaw, will address the concept of professionalism within the housing sector, following the guidelines of the Chartered Institute of Housing (CIH) Code of Conduct and Ethics. This document explores my understanding of professionalism, reflective practice, and Continuing Professional Development (CPD) in my role at Auton Housing Ltd. Each section provides detailed analysis, fictional examples based on my professional experiences, and references to housing theories to address the assessment criteria comprehensively. Task 1: Concept of Professionalism in Housing Task 1 requires me to define professionalism in housing, discuss the importance of a culture of professionalism, and analyse my own practice against established professional standards. 1.1 Define Professionalism in Housing Professionalism within housing is about adherence to ethical standards that guide interactions with tenants, colleagues, and stakeholders. According to the CIH Code of Conduct, professionalism involves integrity, accountability, respect, and continuous improvement. Housing theory, such as Maslow's Hierarchy of Needs, underscores housing as a foundational need for stability and wellbeing, which professionals like myself support through ethical, consistent practices. For example, I once managed a tenant dispute with empathy and fairness, adhering to ethical standards, which resolved the issue amicably and strengthened trust in our services. 1.2 Importance of a Culture of Professionalism Creating a culture of professionalism within housing organisations like Auton Housing Ltd is crucial for maintaining quality service, building tenant trust, and upholding the organisation’s reputation. Tuckman’s stages of team development indicate that professionalism enhances team cohesion and efficiency. In my experience, our team’s commitment to a professional culture fosters a supportive environment. For instance, during a complex team project addressing tenant needs, our professional culture allowed for open communication and collaborative problem-solving, leading to improved service outcomes.
Reflecting on my practice, I see alignment with CIH professional standards, particularly in decisionmaking and ethical interactions. Using Schön’s ‘Reflective Practitioner’ model, I regularly assess my actions to identify areas of improvement. For instance, I recently managed a sensitive case where a tenant expressed frustration over unresolved maintenance issues. I recognised that my initial response lacked empathy, focusing too much on procedure. Upon reflection, I adjusted my approach, actively listening to the tenant’s concerns and demonstrating a more understanding stance. This experience reinforced the importance of empathy and patience in my practice. In another example, I revised my communication strategy after realising that some tenants struggled to understand the policy changes I was implementing. By adapting my communication style, I ensured that all tenants were well-informed and comfortable, aligning with CIH standards. Task 2: Professional Judgement and Reflective Practice Task 2 addresses the importance of professional judgement and boundaries, the role of reflective practice, and an example of a challenging situation where my judgement was tested, applying a reflective model for improvement. 2.1 Importance of Professional Judgement and Boundaries In housing, applying professional judgement and maintaining boundaries are essential to safeguard both tenants and professionals. Boundary theory highlights the importance of clear role distinctions to prevent conflicts of interest. I make it a point to set boundaries in tenant interactions to ensure impartiality. For example, when dealing with a request for leniency on rent arrears, I maintain professionalism by empathetically explaining our policies while respecting financial boundaries, ensuring a fair and ethical response. 2.2 Reflective Practice for Learning Reflective practice helps me to learn from my experiences and refine my approach. I employ Schön’s model of reflection-on-action to evaluate my responses, improving my skills and adaptability. For example, after assisting a tenant through a challenging eviction process, I reflected on my communication approach. This helped me identify areas to improve empathy and clarity, which I now apply in similar situations, enhancing tenant relations. 2.3 Real-Life Situation Example A challenging situation I faced involved a tenant who repeatedly expressed dissatisfaction over noise disturbances from neighbouring properties. The tenant felt the issue was not being adequately addressed, and this was impacting their mental health. My role required balancing empathy for the tenant’s experience with the realities of what our organisation could feasibly do. Initially, I struggled with finding the right approach, as the issue was largely beyond our direct control.
did not fully validate the tenant’s experience. Upon further reflection, I arranged a face-to-face meeting with the tenant, listened carefully to their concerns, and provided clear information about the steps we could take, as well as suggesting some practical actions they might consider. This approach led to a more satisfactory resolution and improved the tenant’s trust in our services. 2.4 Reflective Model Application Using Gibbs’ Reflective Cycle, I analysed the noise complaint situation by following these steps: description, feelings, evaluation, analysis, conclusion, and action plan. Initially, I felt frustrated due to the tenant’s ongoing dissatisfaction. Evaluating my response, I realised my communication could have been clearer about feasible solutions. I concluded that setting clearer expectations at the outset would help manage tenant concerns more effectively. Moving forward, I implemented an action plan that includes a structured approach to communicate support limitations and alternative coping strategies, which has improved tenant understanding and satisfaction. Task 3: Continuing Professional Development (CPD) and Development Plan Task 3 covers the role of CPD in housing and details my personal development plan to enhance my current role and future career goals within the housing sector. 3.1 Importance of CPD CPD is vital in housing to ensure professionals remain informed about sector developments, policies, and best practices. For example, I attended a workshop on conflict resolution, which improved my tenant communication skills, especially in high-stress situations. Additionally, I completed a course on housing policy updates, which has helped me better understand and implement recent legislative changes in my role. Engaging in CPD allows me to enhance my knowledge and skills, aligning my practice with evolving sector requirements. 3.2 Professional Development Plan My professional development plan aims to advance my skills in tenant engagement, policy knowledge, and leadership. • • techniques. • Goal 1: Enhance tenant engagement by improving communication and empathy. Actions: Attend workshops, complete online courses, and practice active listening Goal 2: Increase understanding of housing policies. • Actions: Review policy changes quarterly, attend regulatory briefings, and complete certification courses. • Goal 3: Build leadership skills for future management roles. • Actions: Enrol in a management course, attend team-building workshops, and seek mentorship from senior leaders. Timelines are set for each goal, and I regularly evaluate my progress, adjusting where necessary. My plan reflects a commitment to continuous growth and excellence in housing.
Chartered Institute of Housing (CIH). Code of Conduct and Ethics. Retrieved from [CIH website]. Maslow, A. (1943). A Theory of Human Motivation. Psychological Review, 50(4), 370–396. Schön, D.A. (1983). The Reflective Practitioner: How Professionals Think in Action. Basic Books. Tuckman, B.W. (1965). Developmental sequence in small groups. Psychological Bulletin, 63(6), 384399. Gibbs, G. (1988). Learning by Doing: A Guide to Teaching and Learning Methods. Further Education Unit. WHAT PROFESSIONALISM MEANS
1. What Does Professionalism Mean in a Housing Context? Professionalism in the housing sector is defined as adhering to a set of ethical standards and behaviours that reflect the values and mission of the organisation. The Chartered Institute of Housing (CIH) Code of Conduct and Ethics outlines key principles such as integrity, accountability, respect, and a commitment to continuous learning. These principles guide housing professionals in their interactions with tenants, colleagues, and stakeholders, ensuring fairness, transparency, and trust. 1.1 Key Principles of Professionalism - Integrity: Acting honestly and ethically in all situations. - Accountability: Taking responsibility for your actions and decisions. - Respect: Treating everyone with dignity, fairness, and inclusivity. - Continuous Learning: Staying up to date with sector developments and enhancing skills. 1.2 Why a Culture of Professionalism is Important Creating a culture of professionalism is critical for housing organisations to maintain trust, enhance service quality, and support employee satisfaction. A professional workplace environment improves organisational reputation and ensures tenants receive the highest standard of care. For example, professionalism can reduce complaints, improve call handling times, and strengthen teamwork. 2. Analysing Professional Practice Against Standards Reflecting on your professional practice involves assessing how your behaviour and decisions align with recognised standards such as those outlined by the CIH. This analysis helps identify strengths and areas for improvement. Key aspects include communication, decision-making, adherence to ethical guidelines, and commitment to professional growth.
Background Clarion Housing Group, the largest housing association in the UK, manages over 125,000 homes nationwide, supporting over 350,000 residents. With such a vast operation, maintaining professionalism across all services is critical to ensuring tenant satisfaction, trust, and organisational reputation. Challenge In 2021, Clarion faced an increase in complaints, particularly about delayed responses to tenant enquiries and dissatisfaction with the handling of repair requests. Surveys revealed that tenants felt their concerns were not being addressed promptly, and some staff lacked consistent professional approaches in communication. This affected tenant satisfaction scores, which dropped to 75% from 82% in the previous year. Solution Clarion initiated a company-wide Professional Development Programme, grounded in the principles outlined by the Chartered Institute of Housing (CIH) Code of Conduct. The programme focused on: • Customer Interaction Training: Equipping staff with skills to handle tenant enquiries empathetically and effectively. • Response Time Standards: Implementing new policies to ensure responses to tenant queries within 48 hours. • Reflective Practice Models: Encouraging employees to reflect on their interactions with tenants and identify areas for improvement. • Professional Conduct Workshops: Teaching principles such as integrity, respect, and accountability, with real-world scenarios. Implementation The programme involved: 1. Mandatory Training Sessions: All frontline staff and managers attended workshops on professionalism and effective communication. 2. Revised Policies: A clear escalation process was introduced to handle complaints, ensuring transparency and accountability. 3. Tenant Feedback Mechanisms: Tenants were encouraged to provide feedback on their experiences, allowing for continuous improvement. 4. Monitoring and Support: Managers conducted monthly reviews of staff performance against the CIH Code of Conduct and provided coaching where necessary. Impact
• by 40%. • Complaint Reduction: Tenant complaints related to response times dropped Improved Tenant Satisfaction: Customer satisfaction scores rose from 75% to 85%. • Quicker Response Times: The average time to resolve tenant queries decreased from five days to 2.5 days. • Employee Confidence: Surveys among staff showed that 90% felt more confident in handling challenging tenant situations. • Organisational Reputation: External reviews, including from regulators, highlighted Clarion’s improved professionalism and tenant-focused approach. Key Takeaway Clarion Housing Group’s commitment to embedding a culture of professionalism demonstrates the transformative power of aligning practices with ethical standards. By investing in staff development, revising policies, and actively listening to tenants, Clarion not only improved its service delivery but also strengthened trust and engagement with its community. Further Guidance on What We Are Looking For To excel in your assignment, consider the following points: - Defining Professionalism in Housing: Use the CIH Code of Conduct and Ethics to explain professionalism in detail. Highlight principles like integrity and accountability, and provide examples of how these guide daily roles and interactions. - The Importance of a Professional Culture: Discuss how professionalism impacts service quality, trust, reputation, and morale. Include examples of how it contributes to organisational success. - Analysing Personal Practice: Reflect honestly on your strengths and areas for improvement. Consider your communication style, decision-making processes, and adherence to ethical standards. Propose actionable steps for growth
Fleepit Digital © 2021