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Save the dateApril 10, 2024 to May 1, 2024 GMT+10
Contact Person: Ahi Team
Event Details
Event Details

Looking to start a career in community housing? New to the community housing sector in Australia or New Zealand?  Already working in community housing and seeking to refresh or expand your skills?


The Tenancy Management in Community Housing training program provides you with the knowledge and skills you need to kickstart your career!

This CPD accredited training program covers the core functions and duties of a Tenancy Manager working in the Australian and New Zealand community housing sector.

You don't need to be currently employed in the sector or an ahi: member to undertake this course. However, ahi: members receive discounted training so if you'd like to join, click here -

The program contains 7 modules of learning which explore the skills required to perform primary tenancy management functions in a community housing setting. It covers the core duties and responsibilities of a tenancy manager, an overview of industry specific legislation, scenarios and best practice examples.  This program will earn you points towards your Continuing Professional Development (CPD).

Core themes throughout the training include:

  • Customer service skills
  • Regulatory requirements and overarching legislation
  • Understanding privacy and confidentiality
  • Importance of documenting appropriate and relevant case notes
  • Identify and mitigate risks that may arise as part of their role through the learnings from this course

Dates for this intake of the course are listed below:

  • Wednesday, 10/04/2024, 12.30pm - 3.30pm - Module 1 - Introduction to tenancy management in social housing
  • Tuesday, 16/04/2024, 12.30pm - 3.00pm - Module 2 - Commencing a tenancy
  • Wednesday 17/04/2024, 12.30pm - 3.00pm - Module 3 - Managing rent arrears
  • Tuesday, 23/04/2024, 12.30pm - 3.00pm - Module 4 - Routine inspections
  • Wednesday, 24/04/2024, 12.30pm - 3.00pm - Module 5 - Rent Reviews
  • Tuesday, 30/04/2024, 12.30pm - 2.30pm - Module 6 - Vacancy Management
  • Wednesday, 01/05/2024, 12.30pm - 3.30pm - Module 7 - Complaints

Upon completion of all 7 modules within the course, delegates will receive a certification of completion.  If a delegate misses a module of learning, they would need to undertake a makeup module during the next available course before receiving their certificate.

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Course Overview and Dates
Course Overview and Dates

This course is designed to take approximately 16 hours. The 7 modules of learning covered in the course include:

Module 1 - Introduction to tenancy management in social housing (Wednesday, 10th April 2024)

  • Understand the key functions of a tenancy managers role
  • Information Sharing, client privacy and consent
  • Overview of the regulatory requirements and overarching legislation including the Residential Tenancies Act (RTA) and regulatory bodies

Module 2 - Commencing a Tenancy (Tuesday, 16th April 2024)

  • Key legal documents and how to complete them (rental agreement, condition reports, bonds)
  • Consider what other key information you might need to provide
  • What to communicate and how to conduct a sign up
  • Ensure renters are empowered and understand their rights and responsibilities
  • Follow on from a sign up to setting up a new tenancy to establish rapport with your renter

Module 3 - Managing Rent Arrears (Wednesday, 17th April 2024)

  • Explore preventative measures to prevent arrears from accumulating in the first place
  • Learn how to have money/rent conversations with renters to understand their abilities regarding rent payments
  • Support renters with referrals for financial assistance where required
  • Manage escalating arrears and associated actions in accordance with Tribunal and the RTA

Module 4 - Routine Inspections (Tuesday, 23rd April 2024)

  • Understand legislation around scheduling, completing and reporting on routine inspections
  • Worker safety during outreach, tips and available support tools
  • Establishing and maintaining rapport with clients through home inspections

Module 5 - Rent Review (Wednesday, 24th April 2024)

  • Understand the importance of rent setting and regulatory requirements around rent setting in social housing
  • Understanding how rebated rent is determined
  • Managing conversations with renters regarding rent changes

Module 6 - Vacancy Management (Tuesday, 30th April 2024)

  • Understand the impact of vacancies for your organisation, the sector and your clients
  • Renter engagement throughout the vacancy process from pre to post vacancy
  • Identifying opportunities to assist clients with referrals for services to minimise costs associated with the vacancy for both the housing provider and the renter

Module 7 - Complaints Management (Wednesday, 1st May 2024)

  • Understand the different between service complaints and neighbour complaints
  • Learn to welcome complaints as learning opportunities and manage feedback received in a manner that is empathetic and communicative.

Course Completion:

Learners will be issued a certificate of completion at the end of the course which will include all modules of training they have undertaken

Course Delivery:

Each module will be delivered online via Zoom

Who should attend:

  • Anyone who wants to pursue a career in social housing
  • Anyone new to the social housing industry
  • Anyone new to providing tenancy management services
  • Anyone responsible for providing tenancy services as a refresher of best practice
Workshop Facilitator
Workshop Facilitator
  • Ellie Kerr (Lead Consultant - Australia at Big Picture Training)

    Ellie Kerr

    Lead Consultant - Australia at Big Picture Training

Ellie has over 15 years' experience in operational and leadership roles in the housing industry in Australia, both in the private and social housing sectors.


Delivering interactive workshops with a wealth of experience and understanding of industry practices and a passion to build peoples skills.


She holds a post graduate degree in Social Science, Housing Management and Policy from Swinburne University with extensive experience in housing management and program development in community housing.




All other Members

Member Price A$1,250

Affiliate Member

Member Price A$1,500

Where applicable, GST will be applied

These ticket prices reflect a small increase effective from 1st January 2023.