Proudly sponsored by our program partner Taskforce Australia, the Assets and Maintenance Training Program strengthens capability across property management, maintenance, and tenant service delivery in community housing.

Through three practical modules, participants learn how to plan, prioritise, and schedule responsive repairs; apply property standards and safe working practices; and deliver a compliant, high-quality repairs service. The program also explores how to manage vacancies, respond to complaints professionally, and foster respectful communication to improve tenant experience and service outcomes.

DURATION

This eLearning program includes three modules, with a total completion time of three hours. Each module takes less than one hour to complete.

MODULE 1: Foundations of Property and Maintenance

DESCRIPTION

This module builds essential knowledge of property standards, maintenance types, and safe working practices in community housing. Learners will explore how to plan and prioritise repairs, identify common issues, and manage stress and safety during property visits.

MODULE OBJECTIVES

By the end of this course, you will be able to:

• Identify different types of maintenance and repair categories
• Understand key building standards and sector terminology
• Apply strategies to prioritise and plan maintenance activities
• Follow safe, respectful procedures when accessing tenant homes
• Recognise common complaints and stress triggers and respond effectively

MODULE 2: A Compliant and Quality Repairs Service

DESCRIPTION

This course explores the broader regulatory and operational responsibilities of asset and maintenance teams. Learners will define what quality looks like in service delivery and understand how to meet compliance requirements across all aspects of property management.

MODULE OBJECTIVES

By the end of this course, you will be able to understand:

• The role of community housing providers and asset teams
• Key legislation and regulations that impact repair services
• How performance standards support better tenant outcomes
• Benchmark setting for service excellence in maintenance delivery
• How to maintain accurate, compliant records and documentation

MODULE 3: Managing Vacancies and Responding to Complaints

DESCRIPTION

This course focuses on tenant experience and service improvement, covering how to manage vacancies, handle complaints professionally, and foster respectful communication. Learners will gain practical strategies for responding to feedback and navigating sensitive conversations.

MODULE OBJECTIVES

By the end of this course, you will be able to understand:

• The impact of vacancies on the sector, the organisation and the end user
• The lifecycle of a vacant property
• The difference between tenancy issues and service complaints
• Practical tips for managing complaints
• How to approach difficult conversations
• Ways to build your own resilience