Website terms and conditions

These are the terms and conditions between the user ("you") and the Chartered Institute of Housing ("CIH", "we", "us", “our”).  Please read these terms and conditions carefully as they govern your use of the CIH website at, including any contracts for the supply of products or services you seek to enter into with us through the site.

CIH has been incorporated by Royal Charter since 1984 and our registered office is at Suites 5 and 6, First Floor Rowan House, Westwood Business Park, Coventry, CV4 8LE.

Acceptance of the terms and conditions

You are acknowledging and agreeing to these terms and conditions by using this site. If you disagree with any part of these terms and conditions, you may not access or use the site in any way. We will not accept any amendment to these terms and conditions. By entering this site you agree to use and continue to use the site and all services provided through it in a manner consistent with all applicable laws and regulations and in accordance with these terms and conditions.

Changes to the terms and conditions

CIH reserves the right to change or update these terms and conditions from time to time without prior notice to users. Any changes will take effect from the day they are first posted on the site or the changes are notified to you, whichever is the sooner. The terms and conditions in force at the time of your access the site will apply to you each time you access it.

Additional terms and conditions

Specific event bookings and certain items available for order through the site may be subject to additional terms and conditions. Those specific terms will be drawn to your attention at the time you are placing the relevant booking or order. Where you are advised that additional terms apply, you will be deemed to have accepted them in full if you continue with your booking or order thereafter. If you have any queries regarding the applicable terms, please contact us at before you book a place on any such event or order any product or service.

Your account

If you use the site, you are responsible for maintaining the confidentiality of your account and password and restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under or using your account or password. You should take all necessary steps to ensure that you password is kept confidential and secure and you should inform us immediately if you have any reason to believe that your password has become known to, or used by anyone else, or if your password is being, or is likely to be, used in an unauthorised manner.

Please ensure that the details you provide to us are up to date and complete and should your details change, you inform us immediately. You can access and update much of the information you have provided to us within the My CIH area of the site or by contacting To the maximum extent permitted by law, CIH shall bear no responsibility or liability for any failure of transmission, misdirection of correspondence, or loss or damage contributed to or caused by your failure to update your details from time to time.

CIH reserves the right to refuse access to the site, terminate accounts, remove or edit content, or cancel orders at our discretion.

Access to the site

We will do our utmost to ensure that availability of the site will be uninterrupted, and transmissions will be error free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the site may also be occasionally suspended or restricted to allow for repairs and maintenance, or the introduction of new facilities and services. We will attempt to limit the frequency and duration of any such suspension or restriction. CIH will not be liable for any loss or damage (whether direct, indirect or consequential) incurred by you resulting from any such interruption or lack of access to the site.


The links provided on the site may direct you an external site. These linked sites are not under the control of CIH and CIH is not responsible for their contents, any link contained on a linked site, or any changes and updates to these sites. CIH has included these links for your convenience and the inclusion of a link does not imply or constitute any CIH endorsement of the site or any products or services advertised on or provided through it. CIH accepts no responsibility for any loss or damage you sustain by visiting these websites.

Terms of use

Comments are open to all users registered on this site. Users who post and use the comments facility are agreeing to the following terms of use:

  • Do not to use inappropriate, threatening, obscene, offensive or abusive language
  • Do not to discriminate, abuse or incite hatred based on gender, sexuality, race, religion, nationality or any other personal characteristic
  • Do not to advertise goods/services which are for sale
  • Do not to post private details such as postal or email addresses
  • Do not to impersonate another person or falsely claim to represent an organisation or another individual

CIH reserves the right to edit/delete any postings and comments and/or block or delete users accounts.

Caring for your data

We have in place a level of security appropriate to the nature of the data received and the harm that might result from a breach of security. Data relating to you and your use of the site is held in our corporate databases. We will:

  • Not hold information about you which is excessive in relation to the purpose(s) for which it was collected.
  • Use only the very latest data provided by you. To help us do this, please keep us updated with any changes to your details. You can do this by updating your profile in the My CIH area or by emailing
  • Not keep information for longer than is necessary to enable us to resolve any subsequent queries and to comply with any legislative or regulatory requirements and for audit purposes.
  • Only use your details for marketing purposes when consent has been received.
  • Only use your data for the purpose stated when the data is collected.
  • Process your data in accordance with your rights under the Data Protection Act 2018 and the General Data Protection Regulations 2016.
How secure is the information about me?
  • We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.
  • We reveal only the last (five) digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
  • We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we will request proof of identity before we disclose personal information to you.
  • It is important for you to protect against unauthorised access to your password and to your computer. Be sure to log out when you finish using a shared computer.
Third party mailings

Member data may also be used to provide mailing lists to third party suppliers for the purpose of mailing items to you. These lists include names, job titles and addresses. Member data is used to provide mailing lists to regional boards for the purpose of contacting you about events and services that they can offer to you.

We do not provide mailing lists or contact details to third parties for the purposes of marketing, but we may pass your details to members of our group of companies for purposes which relate to your membership and provide you with information about products or events which may be of interest to you. You can opt-out of receiving such correspondence, at any time, free of charge, by contacting us.

CIH has strict agreements with each third-party supplier for the management of your data. These agreements are in accordance with the Data Protection Act 2018 and PECR regulations.

Your rights

You have certain rights under the Data Protection Act 2018 in relation to the information that we hold about you. These rights include:

  • The right to be informed about how your data is being used
  • Access your personal data
  • The right to have incorrect data updated
  • The right to have your data erased
  • The right to stop or restrict the processing of your data
  • Data portability (allowing you to get and reuse your data for different services)
  • The right to object to how your data is processed in certain circumstances

Please also see our Privacy Policy here 

Who has access to your data?

Certain details are protected and can only be viewed or amended by trained CIH staff e.g. the payment of subscriptions and changes to our corporate databases. In addition, staff some external suppliers will have access to your data and as stated above they are under strict data sharing agreements.

Method of communicating with you

To the maximum extent permitted by law, you consent to receive communications from us electronically and you agree that all notices and other communications sent to you electronically satisfy all legal requirements that such communication be in writing. Information provided by us through the site, including by email, cannot be guaranteed to be secure or error-free. It may also be subject to loss, interception or alteration.

We will not be liable for any loss or damage, howsoever arising, occurring as a result of such electronic communication being lost, intercepted or altered or affected in any way.


The site and its contents are provided on an "as is" basis and CIH does not make any representations or warranties (and expressly disclaim the same to the fullest extent permitted by law) with respect to the site, its contents and the services available on and/or through it. In particular, CIH does not represent or warrant that the material comprised on this site is completely accurate or up-to-date and CIH shall have no liability in respect of such material or for any use of or reliance upon any such material by any person.

Users should take legal, financial or other appropriate advice before taking any action arising out of use of material from the site. The documents and related graphics on the site could include technical inaccuracies or typographical errors. CIH cannot assume responsibility for any errors or omissions on the site.

Intellectual property

All content on the site, including all intellectual property rights and including (but not limited to) text, graphics, logos, and images is the property of CIH, its affiliates or content suppliers. You may not copy, retransmit or deal in any manner with any content of this site without the express written consent of CIH, say that you are hereby granted permission to use documents such as (but not limited to) press releases, consultation papers and briefings from the site, provided that (1) the CIH copyright notice appears in all copies, (2) such permission is only for your personal, non-commercial use, and (3) you do not copy or upload the information to any network computer or broadcast it on any medium whatsoever.

You may not create and/or publish your own database which utilises sections of the site and/or any database on the site or accessible through it without CIH’s express written consent.

No logo, graphic or image from the site may be copied or retransmitted unless expressly permitted in writing by CIH.


No waiver by us of any breach of these terms and conditions shall be a waiver of any subsequent breach of the same or any other provision of them.


CIH will be responsible for any losses you suffer as a result of us breaching these conditions if the losses were reasonably foreseeable to both you and us when you commenced using the site. We will not in any event and to the maximum extent permitted by law be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss, whether or not reasonably foreseeable to both you and us when you commenced using the site. CIH does not limit in any way its liability by law for death or personal injury caused from our negligence or breach of duty or caused by our gross negligence or wilful misconduct.

Governing law and jurisdiction

These terms and conditions are governed by and construed in accordance with English law and the English courts shall have exclusive jurisdiction in relation to any matter or dispute arising out of or in connection with them (including any dispute as to interpretation).

Specific CIH Membership terms and conditions

You can view our membership terms and conditions here.

Specific CIH online terms and conditions

The terms and conditions contained in this section apply in addition to the terms and conditions set out above and govern your use of any part of the Site which permits you to order goods and/or services from CIH.

1. Licence terms

Where products supplied are subject to third party intellectual property or licensing arrangements, they are supplied by us to you subject to the terms and conditions of the respective service. You are required to accept such terms and conditions before first using the relevant service. Use of the relevant product or service is deemed to be acceptance of the terms and conditions of such service.

2. Ordering and contracts

CIH does not bear any responsibility for the accuracy, completeness or currency of any information provided on the site including in relation to prices, availability and delivery times (as is covered in more detail elsewhere in these terms and conditions). As such, your placing an order on the site shall be deemed to be an offer to purchase the items in that order for the price shown on the site. After you have successfully completed the order process on the site, we will send you a confirmation email setting out your order reference.

If the items you have ordered are in stock and available for postage to you, that confirmation email shall constitute acceptance of your offer (subject always to these terms and conditions).

If some or all of the items you have ordered are not in stock and/or unavailable for postage to you, that confirmation email shall constitute acceptance of your offer in respect of those items that are in stock and available for postage, but the remainder of the order shall not be accepted by us.

Please see section 3 ("Pricing") and 5 ("Availability") which set out how we deal with the unusual situations where an item you have ordered is wrongly-priced on the site or temporarily unavailable. In such circumstances, we will only accept the relevant offer by you to purchase any item(s) once we have confirmed that you wish to purchase such item(s) and we have processed payment for, and despatched, the same.

For the avoidance of doubt, us processing payment for any order shall not be deemed to be acceptance of that or any other order, as all or part of such payment may be refunded to you in accordance with these terms and conditions without giving rise to any contract for the sale of the items in that order.

3. Pricing and payments

CIH always aims to provide the most accurate information on prices. We supply items at published prices except where a specific discount is offered. In the event of a pricing error such that the applicable price is lower than the advertised one, we will charge you the lower price and refund any excess amount already paid. In the event of a pricing error such that the applicable price is higher than the advertised one, howsoever caused, we will check with you to see if you still wish to receive the relevant product or service at the new price and, if you do not, will refund your payment for it. The only currency accepted by the site is UK Pounds Sterling (£) and all prices are displayed in that currency.

Unless we agree to invoice you separately, full payment for all orders is required at the time of ordering. It will be made clear during the order process whether payment in cleared funds is required or whether we will raise an invoice. Goods remain the property of CIH until payment is received. Payment can be made by MasterCard, Visa, Maestro, BACS or personal cheque. We reserve the right to amend the payment methods we accept from time to time.

Books are currently zero-rated for VAT. If there is any change in legislation, VAT will become applicable at the standard rate in accordance with such changes and from the date required by the legislation.

CIH’s VAT registration number is 233 8459 50.

4. Postage charges
  • For UK orders: £4.80 per item for smaller items and £7.50 for UK Housing Review.
  • For European and Rest of World orders: Postage will be based on weight and charged at cost. We will contact you prior to despatch to confirm the final price and agree delivery. You have the right to cancel your order at this stage.
5. Availability

Although we do try to ensure that the site displays the most up-to-date availability information, availability displayed for each product or service advertised is subject to change. Any information regarding availability is subject to the stock level information which we are provided with.

If you order a product or service which is out of stock, you will be informed of this within five days of the date you place the order. Orders for these items will be recorded and supplied when available unless you have cancelled your order prior to such despatch, which you can do by contacting our customer service department at or on +44 [0] 2476 851700.

6. Delivery details

Orders placed online and paid for by MasterCard, Visa or Maestro will be posted within five working days, provided goods are in stock at the time of processing the order. Please allow up to 14 days for delivery. We will not be held responsible for any delay or failure to comply with our obligations under these terms and conditions if the delay or failure is as a result of any cause which is beyond our reasonable control.

  • UK mainland - orders will be despatched to UK mainland addresses by either Royal Mail first class post or carrier.
  • UK Off-Shore Islands, Northern Ireland - orders will be despatched by Royal Mail first class post or carrier.
  • Northern Ireland and the Republic of Ireland, Europe and International orders - orders will be despatched by using the method which, in CIH's opinion, is most suitable for the relevant goods ordered.
7. Customs and duties

When ordering goods from the site for delivery overseas, the overseas recipient may be subject to import duties and taxes. Any additional charges for customs clearance shall not be borne by CIH and it is your responsibility to establish whether these may or will be applicable and to make provision for their payment.

8. Refunds

Refunds to credit cards will be processed immediately if goods that were shown as being in stock when ordered by you are subsequently unavailable when the relevant order is processed.

9. Returns

We are happy for you to return items which are in their original condition. Such requests must be made within 30 days from date of delivery to you provided prior authorisation has been given by CIH. If you would like to return items to CIH then please contact our customer service department at or alternatively call them on +44 [0] 2476 851700 who will provide you with instructions for returning items. Please note that any refund will be processed as soon as reasonably possible once the goods have been returned to us in a good and saleable condition.

Please also contact our customer service department if you would like to return an item because of an error on our part (for example, if we delivered the wrong item to you not in accordance with your order – in which case we will refund the related delivery charges) or because an item is defective.

10. Claims

Claims for non-delivery must be made within 30 days from the date of notification of postage for UK orders, 40 days for overseas orders. Claims for shortages and damages must be made within 10 working days from date of receipt. All packaging must be retained for inspection. Claims not received within these periods may not be met. If you would like to make a claim then please contact our customer service department at or alternatively call us on +44 [0] 2476 851700.

11. Liability

CIH's liability to you for negligence, breach of contract and statutory duty in relation to any contract for the sale of goods by us to you shall be limited to the cost of replacing any goods and/or services ordered by you. It is not intended that any contract between CIH and you for the supply of goods and/or services should be enforceable by any third party.

Specific event booking terms and conditions
Delegate bookings - booking information
  1. Please do not send any payment with your booking, CIH will issue an invoice for payment once your booking has been processed.
  2. Payment terms are strictly 30 days from the date of invoice.
  3. Multi-bookings: Multiple booking discounts only apply where multi discounts are offered and when all places are booked at the same time.
  4. If at the time of booking you do not know the names of delegates, please let us have names no later than two weeks before the event.
  5. Joining instructions will be sent out within one working day of booking. If you do not receive these, please call the events team on 024 7685 1722. If you decide not to attend an event because you have not received your joining instructions, you will not be eligible for a refund.
  6. All CIH members are entitled to receive the discounted rate as indicated. If you are not currently a CIH member and would like to benefit from this discount, please find out how you can join here or call us on 024 7685 1700.
  7. The online events platform has ‘rooms’ which have been purchased by companies who are sponsoring the event. By clicking into these ‘rooms’, it is deemed you are agreeing for your contact details to be passed on to these sponsors should they request the details of attendees who clicked into their ‘room’. If you would like to opt out of your details being sent, please contact the events team before the close of the event.
  8. We request that once you have received the joining instructions for a virtual event, you do not forward these on. Should you forward the instructions and the recipient attends without paying for the event in advance, it is deemed they have accepted to pay for the event and an invoice will be sent to them following attendance for the respective amount. If you repeatedly forward joining instructions to individuals who have not paid in advance, CIH reserve the right to suspend your ability to book online events.
Booking confirmation
  1. Email correspondence will not be taken as confirmation of a booking. A booking will be guaranteed on receipt of the completed online booking form.
  2. CIH events will not be held liable for reimbursing fees if an event is cancelled or delegates are unable to attend the event due to circumstances out of CIH’s reasonable control including, but not limited to, Acts of God, weather conditions, fire, flood, transport strikes, closures, delays, national emergencies or any other incidents or situations classed as or could be interpreted as Force Majeure preventing attendance at the event.
  1. Delegate cancelled bookings will be subject to the following cancellation charges:
    • More than 20 working days prior to the event £70 + VAT administration fee
    • Within 20 working days of the event - full fee
  2. All cancellations must be made in writing which can include by email.
  3. No liability will be accepted for any other associated costs, such as pre booked accommodation or travel. We will not refund any other costs you may incur as a result of this cancellation.
Limitation of liability
  1. Under no circumstances shall CIH be liable for any indirect, incidental, special, consequential or exemplary damages arising from these terms and conditions, including loss of profits or lost revenues, business interruption or loss of business information or otherwise, even if it has been advised of the possibility of such damages. The limitations of this section do not apply to the extent damages or losses are caused by CIH’s intentional or grossly negligent conduct.
  2. In all cases in which CIH is liable to pay damages, CIH’s aggregate, cumulative liability under or in connection with these terms and conditions shall not exceed the total amount of the delegate fee.
  3. CIH accepts no responsibility for any loss incurred whilst using material or information gained at this event.
Data protection
  1. CIH processes personal data in compliance with the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and the Data Protection Act.
  2. In making this booking your contact details will be stored on our database. CIH will use your data for the purposes of processing your booking, administration and analysis according to its Privacy Policy found here.

Housing Academy terms and conditions


These terms and conditions govern your use of the CIH services and website; by registering with the Academy, you accept these terms and conditions in full. If you disagree with these terms and conditions or any part of these terms and conditions, you must not register.

The terms and conditions, in addition to the website terms of use, apply to the purchase of any course by an organisation or individual and the use of the CIH website in relation to the same.

Please read these terms and conditions carefully before purchasing a course and print off a copy for your records. By placing your order for the course you are confirming your agreement to be bound by these terms and conditions.

If there is any conflict between these terms and conditions, and the Website Terms of Use, the conflict shall be resolved according to the following order of priority;

  1. Terms and conditions
  2. The website terms of use

The CIH website uses cookies. By using this website and agreeing to these terms and conditions, you consent to our use of cookies in accordance with the terms of the CIH Cookie Policy which can be found here.

Section A: Definitions
  • “Blended learning” is where a training course or programme of learning is delivered through a combination of face to face delivery and online learning materials and/or handouts
  • "Course" means a course which could use traditional classroom components (e.g., face-to-face sessions), blended learning and online learning, which is only available for access by you on a predetermined start date; this would include a regulated qualification or a training course
  • "Course fee" means the fee payable for the course excluding VAT;
  • "Course materials" means the materials provided by CIH in the delivery of blended learning where relevant which may be (i) downloaded from the website; (ii) accessed and viewed on, or through the website; (iii) provided in advance of the session; or a combination of (i) and (ii) and (iii) and (iv)
  • “Face to face learning” means where tutors or trainers deliver a session in a class room setting
  • “Individual/s” means the individual/s undertaking the course as notified to CIH by the purchaser; and includes learners and training delegate
  • “In house” means where a course is delivered through blended learning on a specific organisation’s premises to a number of employees
  • "Online learning" is where a course or programme of learning is delivered on the internet with learning resources/materials provided through a software platform and is completed online. Resources can include but are not limited to, briefing documents, links to other web-based resources, eBooks, tutorials, printable slides, assessments, e-portfolios, handouts
  • “Purchaser” means the person or legal person making the purchase on behalf of an individual or organisation, and being a party to this contract
  • “Open learning or open training” means a course that is open to all (not for a specific customer)
  • “Programme” means a planned series of events or activities with a particular long-term aim
  • “Regulated qualification” is a qualification that is on a register of regulated qualifications
  • “Session” is part of a course
  • "Terms" means these terms and conditions and the website terms of use
  • “Tutor” and “Trainer” means the individual delivering a course or programme
Section B: General terms

By entering into a contract with CIH, you the purchaser, where appropriate:

  • Agree to pay the relevant fees for the course within the required time frame as outlined in Section G
  • Agree to provide CIH with venue details at least 28 days in advance of the session
  • Agree to provide CIH with the names of individual learners or training delegates five working days before the start of the course
  • Agree minimum and maximum numbers with CIH
  • Communicate session dates and venue details to individuals
  • Take responsibility for ensuring individual learners and training delegates are aware of their responsibilities as listed in the next section

By registering with the CIH you, the individual learner or training delegate, is entering into a contract by which you:

  • Confirm that you are willing to participate in the course
  • Agree to complete your course within the specified time frame
  • Agree to follow procedures, such as, requesting extensions, deferrals or interruptions as appropriate
  • CIH reserves the right to refuse a registration request if an individual does not meet the entry requirements for the course or programme of study, and is unable to provide copies of certificate when required
  • CIH may update or amend these terms from time to time to comply with law or to meet its changing business requirements without notice to the purchaser. Any updates or amendments will be posted on the CIH website.
  • These terms and the website terms of use (if you registered on the website) constitute the entire agreement and understanding between the parties and supersedes and replaces any other terms and conditions previously published by CIH and any other understanding, undertaking, representation, warranty, arrangement or statement of any nature whatsoever made by us to you, whether oral, written or otherwise, relating to the subject matter of these Terms.
  • The purchaser may not assign or sub-contract any rights or obligations under these terms to any third party unless we agreed in writing.
  • CIH may assign, transfer or sub-contract any of its rights or obligations under these terms to any third party at its discretion.
  • No relaxation or delay by CIH in exercising any right or remedy under these terms shall operate as waiver of that right or remedy or shall affect its ability to subsequently exercise that right or remedy. Any waiver must be agreed by CIH in writing.
  • If any of these terms are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these terms shall remain in full force and effect.
  • Any notices required to be served by CIH under these terms will be deemed properly served if sent via prepaid postage to the postal address, or emailed to the email address, notified by the purchaser at the CIH Housing Academy's discretion.

Any notices required to be served on CIH by the purchaser will be deemed properly served if sent to the address below:

CIH Housing Academy
The Chartered Institute of Housing
Suites 5 and 6, First Floor
Rowan House
Westwood Way
  • A notice delivered personally is deemed to be given on the day on which it was left at the specified address. A notice sent by post is deemed to be given on the day it was posted as evidenced by the sender. A notice sent by email is deemed to be given on the day it was sent.
  • The agreement between the purchaser and CIH which is compromised in these terms is not intended to be for the benefit of any third party, and shall not be exercised by any other person under the contract (Rights of Third Parties Act 1999) or otherwise.
  • These terms, and any other matters arising out of or in relation to these terms, are governed by and construed in accordance with the laws of England and Wales. The purchaser agrees to submit to the exclusive jurisdiction of the English courts to settle any disputes which may arise out of or in connection with these terms.
Section C: Studying courses online only
  1. CIH will provide access to online learning materials to individuals registered on appropriate courses.
  2. All online learning materials/resources remain the property of CIH until payment has been received in full. Copyright exists on all materials supplied in any format. Copying, transferring or storing material by whatever means may only be performed with the express written permission of CIH Housing Academy.
Section D: Blended learning courses


  1. The individual is responsible for informing their employers any non-attendance issues
  2. In the case of blended courses (in-house and open), CIH reserves the right to cancel courses where minimum requirements are not met. Please refer to our refund terms in Section H.
  3. CIH will not be liable for reimbursing the purchaser if individuals are not able to attend an event due to circumstances out of CIH’s reasonable control. The circumstances include, but are not limited to, weather conditions, fire, flood, transport strikes, closures or delays or any other Force Majeure or Act of God. Please see our refund terms in Section H.


  1. CIH reserve the right to cancel or discontinue the course if, in the Tutor/Trainer’s opinion, assigned to deliver the session, the venue or conditions are unsuitable or lacking appropriate facilities, such as a U-shape layout with top table, internet access, data projector, screen and flipchart.
  2. Organisations may provide lunch and refreshments for the participants for in-house blended learning sessions held on organisation’s premises and are responsible for ensuring that any dietary requirements are catered for. Lunch will not be provided at CIH venues.
  3. The venue must be compliant with the requirements of the Disability Discrimination legislation, current health and safety requirements and covered by public liability insurance.


  1. CIH is responsible for supplying a suitably qualified tutor or trainer who is experienced in delivering regulated housing qualifications and training courses.
  2. In the event of illness or difficult personal circumstances, CIH may change the tutor or trainer at short notice for another suitable qualified tutor or trainer. If for any reason a replacement tutor or trainer could not be found at short notice, CIH reserves the right at its sole discretion to reschedule the session.

Course materials

  1. CIH is responsible for providing individuals with access to course materials including those developed or provided by its tutors and trainers at individual sessions.
  2. With regards to blended learning (open learning/training) materials will be made available in advance of the start date where appropriate.

Completion of course

  1. Individuals are required to complete the course they have been enrolled upon within a reasonable amount of time and within published timescales where these have been set. Failure to complete the course may incur additional charges.
Section E: Cancellation or non attendance of a course
  1. Cancellation of a booking on any CIH course must be sent to CIH in writing within the timeframes stated in Section H, by either the purchaser or individual. An individual is responsible for notifying the purchaser (where different) that they have cancelled the course. If you do not receive an acknowledgment of your cancellation within two days of your advice to us, it is your responsibility to contact CIH by phone.
  2. In the event an individual is unable to attend a course on the day, the individual must contact CIH by telephone to receive further instruction.
  3. CIH may on occasion cancel a course or individual session at short notice if circumstances beyond our control dictate. CIH and its tutors and trainers, shall not be liable for any expenses incurred, loss, damage, delay or failure of performance resulting directly or indirectly from any cause that is beyond our reasonable control (Force Majeure).
  4. CIH will endeavour to provide alternative dates for the course or session where possible but will not be liable for any additional costs.
Section F: Copyright
  1. The copyright of all course and learning materials rests with CIH.
  2. CIH in its sole discretion may decide to grant to any individual a non-transferable licence to use all relevant materials and web based services.
Section G: Invoicing and payment
  1. For Open Access Training, all fees are subject to VAT. Regulated qualifications are not subject to VAT.
  2. Individuals or purchasers (making the booking on an individual’s behalf) booking onto all courses are required to pay their full fees within seven days of receipt of the invoice or prior to the start date of the course.
  3. Where an organisation is paying the fee, a valid purchase order number must be supplied at the time of booking.
  4. Where individuals are paying the course fees for a regulated qualification themselves, offered either online or blended learning, where stated fees maybe paid in instalments and a 50 per cent deposit is required at the time of registration. It is the individual’s responsibility to pay the agreed instalments on time. Failure to do so will result in access to the learning materials being suspended. This could also incur an admin charge of £100 for any late or missed payment.
  5. Where applicable depending on the contractor, tutor expenses will be charged additionally at cost and invoiced periodically.
  6. If payment for fees is to be made by the individual’s organisation, a purchase order is required; it is the individual’s responsibility to provide this to CIH at the time of booking.
Section H: VAT

All VAT chargeable purchases will be charged using the current UK VAT rate for all services carried out in the UK and for all products where VAT is applicable

Section I: Cancellations and refunds
  1. You have the right to withdraw from your course at any time.
  2. Requests for cancellations for all courses must be made, either in writing or by e-mail to the CIH Housing Academy.
  3. From the date of acknowledgement by CIH Housing Academy, the cancellation charges for regulated qualifications are:

Anytime prior to the course start date*

up to £100 admin fee will be charged
Up to two weeks after the course start date* 50 per cent of the course cost will be charged
Anytime after these two weeks* 100 per cent of the full course cost

*The start date is the day the online induction area opens

From the date of acknowledgement by CIH Housing Academy, the cancellation charges for training courses are:

Anytime prior to two weeks of the course start date

up to £100 admin fee will be charged
Within two weeks of the start date 100 per cent of the full course cost


  1. CIH reserves the right to cancel a course at any time without incurring any additional liability to the individual. Such circumstances are not limited to weather conditions, fire, flood, transport strikes, closures or delays or any other Force Majeure or Act of God.
  2. In such circumstances, we will offer alternative dates where possible.
  3. It is not possible to transfer access to an online course to another individual once the course has started.
  4. Refunds will be made to the purchaser’s account from where the original payment was made.
Section J: Limitation of liability
  1. CIH accepts no responsibility for any accident, injury or loss suffered whilst attending our courses where they are held on other premises outside CIH.
  2. Under no circumstances shall CIH be liable for any indirect, incidental, special, consequential or exemplary damages arising from these terms and conditions, including loss of profits or lost revenues, business interruption or loss of business information or otherwise, even if it has been advised of the possibility of such damages.
  3. The limitations of this section do not apply to the extent damages or losses are caused by CIH’s intentional or grossly negligent conduct or where blended learning courses are held at CIH offices.
  4. In all cases in which CIH is liable to pay damages, CIH’s aggregate, cumulative liability under or in connection with these terms and conditions shall not exceed the total amount of the individual fee / enrolment fee paid except in the event of personal injury or death at an event organised by CIH Housing Academy.
  5. Individuals are responsible for taking care of their own property. Personal belongings left unattended in venues are at the tutors/trainers/individuals own risk and attendees are expected to be responsible for their own belongings at all times.
  6. No other statements in the course materials, on the website or e-mail correspondence may be taken to imply any contractual obligation by CIH Housing Academy.
  7. Information, whether on the web or in any other form, is provided for the use of individuals and others at their own discretion. No liability will be accepted for the accuracy of any information or the consequences of its use by individuals or others. CIH accepts no responsibility for any loss incurred whilst using material or information obtained at a course.
  8. Depending on the course purchased CIH agrees to provide individuals with some or all of the following: relevant course materials, an experienced tutor/trainer, access to the CIH online learning platform, a learning, teaching and assessment approach appropriate to the course and a non-transferable licence to use all relevant materials and web based services.
  9. CIH reserves the right to terminate any enrolment if it suspects that any part of these terms and conditions have been broken.
Section K: Warranties
  1. CIH makes no representation or warranty that the course materials will not infringe any third party IP or are error free. Additionally, CIH gives no warranty and makes no representation as to the fitness for purpose of the course materials for any particular purpose.
  2. CIH makes no representations, warranty or guarantee that an individual will achieve any particular result from undertaking the course.
  3. CIH does not make any commitment that the course materials will be compatible with or operate with the individuals software or hardware.
  4. All representations, warranties and / or terms and / or commitments not expressly set out in these terms (whether implied by law, conduct, and statute or otherwise) are hereby expressly excluded to the maximum extent permissible at law.
Section L: Intellectual property
  1. At all times, CIH and / or its licensors, remain the owners of the intellectual property in the course materials content.
  2. In consideration of receipt by CIH of the course fee, CIH grants to each individual a non-exclusive, non-transferable licence to use the course material content for the sole purpose of studying for the course.
  3. Save as expressly set out in these terms, you may not modify, copy, reproduce, republish, sub-licence, sell, upload, broadcast, post, transmit, make available, disseminate or distribute in any way any of the course materials.
  4. You may not modify, adapt, merge, translate, disassemble, decompile, recompile or reverse engineer any software forming part of the blended learning and online courses, create derivative works based on the whole of or any of their parts, or incorporate these into any software program.
  5. Use of the course materials are not expressly permitted in these terms is strictly prohibited and will constitute an infringement of either CIH Housing Academy's copyright and / or CIH Housing Academy's other intellectual property rights, and / or the copyright and / or other intellectual property rights of CIH Housing Academy's licensors.
Section M: CIH policies and procedures

Individuals are obligated to abide by CIH’s policies and procedures which are not limited to but include:

  1. Equality and diversity
  2. Safeguarding
  3. Bullying and harassment
  4. Code of conduct
  5. Malpractice
  6. Ethics code of practice
Section N: Data protection
  1. CIH processes personal data in compliance with the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and the Data Protection Act.
  2. In making this booking your contact details will be stored on our database. CIH will use your data for the purposes of processing your booking, administration and analysis according to its Privacy Policy.
  3. Where your booking relates to qualifications, your data will be passed on to the regulator, awarding body and relevant tutors.
Appeals policy and procedure


This policy and procedure is for apprentices and learners, who are studying with CIH Housing Academy to use, where they disagree with an assessment or review decision. Where they wish to lodge a formal appeal, this is the procedure they should follow.

What is an appeal?

An appeal is a formal request by an apprentice or learner for an investigation to be
undertaken where there is evidence of malpractice on the part of any member of CIH’s staff, including associates and tutors, in the assessment process that has resulted in a disagreement about the  assessment outcome.

‘Malpractice’ in this context is understood to mean improper, illegal, or negligent professional behaviour.

Examples include:
    a) a failure to follow CIH Housing Academy assessment procedures correctly
    b) an inaccurate assessment decision
    c) inappropriate feedback which has resulted in a wrong assessment or review

Please note, individuals cannot appeal against a grade that they have been given simply because they disagree with it; learners must provide a written statement which explains why they think the assessment decision is inaccurate.

How to appeal

Appeals in writing should be made to CIH Housing Academy within 15 working days of the receipt of the  assessment or review decision against which apprentices or learners are appealing. You can appeal by letter or email.

The address to write to is:
CIH Housing Academy
Chartered Institute of Housing
Suite 5 & 6 First floor, Rowan House
Westwood Way
T: 024 7685 1789

Apprentices and learners should mark their correspondence for the attention of either the Learning or Development Manager, or the Training and Apprenticeship Manager as appropriate.

The appeal must include the following in order for it to be investigated:

  • The name of the person making the appeal
  • The name of the apprentice(s)/ learner(s) involved (if different from the
    person making the appeal)
  • The name of the course being studied by the apprentice(s)/ learner(s)
  • The date you started your course/programme or intake code
  • The nature of the appeal
  • The details of the appeal, including written evidence.

If apprentices or learners are appealing against an assessment decision or review feedback they have received, the assessed or reviewed item of work and feedback must be attached to the written statement. Please ensure this is the correct version of the submission, and that it includes the associate’s or tutor’s

Please note:

  • Apprentices may use this procedure up to Gateway. Post Gateway they
    must use the CIH Apprentice Assessment Organisation’s appeals
    procedures for any matters involving end point assessment (post gateway)
  • Learners cannot appeal to the CIH Awarding Organisation against grading or assessment decisions until CIH Housing Academy’s appeals procedure has been exhausted, as outlined below.

Stages in appeal resolution

Stage 1

Once an appeal has been received the relevant manager will nominate a representative (someone who has had no previous involvement with the assessment decision in question) to investigate the appeal. The investigation may involve several people, including the associate, the tutor, the internal verifier and other contractors or staff connected to the Housing Academy, depending upon the nature of the appeal.

The relevant representative will:

  • Acknowledge receipt of the appeal within 5 working days and commence
    an investigation
  • Keep you fully informed
  • Maintain a case file and auditable records
  • Advise you of the outcome of the investigation, and possible resolutions, within 15 working days from the commencement of the investigation.

Internal Quality Assurance Procedures

If you are not satisfied with the outcome of the investigation, you should contact the relevant Manager within 15 days of notification to request a further investigation and escalation to Stage 2 appeal.

Stage 2

A CIH Housing Academy manager who was not part of the original investigation
will review the findings and present a final decision, following the same process as
outlined above.

Stage 3 (for qualifications only)

If after investigation you are still not satisfied with the outcomes and resolutions
suggested, you should direct your complaint to the CIH Awarding Organisation in
writing or electronically within 10 working days of being notified of the outcome of
stage 2
This is the final stage of the appeals process. The CIH Awarding Organisation can
be contacted by email at

Associated policies and procedures:

  • Complaints policy and procedure
  • Internal quality assurance procedure
Complaints policy and procedure

CIH Housing Academy aims to provide the best possible experience for indivduals registered on it's courses and programmes. We value feedback as this provides important information on how we can improve our services. We therefore treat complaints positively and handle them sensitively and in a timely fashion.

If you are dissatisfied with any element of our service you have the right to compalin. Before you make a formal complaint we would suggest getting in contact withus first to see if we can resolve it straightaway for you.

Please view the complaints policy and procedure here

Customer service statement


CIH Housing Academy is committed to delivering a high standard of service to our customers. We aim to ensure this by:

  • making our staff fully aware of their responsibilities to deliver our customer service standards
  • providing our staff with adequate customer service training to ensure that they can deliver our standards
  • establishing systems to monitor and review our performance regularly to improve our performance

Our success depends upon everyone in the Academy applying the principles outlined in these customer service standards and these are aimed to support staff working in CIH Housing Academy as they aim to keep our service standards high. CIH’s customer service standards are designed to ensure that all staff are aware of the organisation’s commitment to deliver them. Standards will be monitored and reported on regularly to the management team with a view to highlighting where improvements can be made.

Our commitment to deliver good customer service also relates to our internal customers, who may be relying on staff in the Housing Academy to be able to deliver to external customers.

Customer service standards

Written and recorded materials and literature

CIH Housing Academy aims to ensure that:

  • Information provided is clear, concise, easy to understand, and inviting to read
  • Generic promotional letters or literature carries the date of publication, the individual’s initials who compiled it and where appropriate a version number each time it is updated
  • Information is regularly reviewed and updated
  • Information clearly identifies contact details for the Housing Academy or individuals who can help with any queries
  • Staff take care to choose the appropriate communication format to achieve their objectives and be accessible to the customer e.g. telephone, email or letter
  • Information always uses non-discriminatory language
  • All written communication and literature are in CIH Housing Academy brand and corporate font

Communicating with customers

Dealing with enquiries

CIH Housing Academy aims to ensure that:

  • All enquiries for information should be processed within 5 working days. If the information cannot be provided within that time period customers will be advised of when they should expect a response, the reasons for the delay and who is dealing with it.


CIH Housing Academy aims to ensure that:

  • All callers are responded to effectively and efficiently
  • All telephones will be answered within 5 rings by any member of staff
  • Staff will speak to customers enthusiastically and courteously
  • All staff will greet callers with a message such as ‘Good morning or afternoon, the name of the organisation or team and their name. E.g.: Good morning, CIH Housing academy, Anna speaking.’
  • Abusive customers will be advised that their call will be terminated if the abuse continues
  • Phones will be covered between the hours of 9am to 5pm, Monday to Thursday, and 9am to 4pm Friday throughout the year

Written correspondence

CIH Housing Academy aims to ensure that:

  • All written correspondence will be acknowledged within 5 working days with an explanation of the actions being undertaken and the estimated date staff will be back in touch if the query is not resolved
  • All incoming messages will be directed to a generic email address for each team and responded to within 2 working days
  • Email correspondence will be responded to within 2 working days using the same language and tone as with any written correspondence
  • When individual staff are away from the office ‘out of office’ messages will be set up including an indication of when the individual will be back in the office and the generic email address to contact in their absence

Dealing with complaints

CIH Housing Academy aims to ensure that all complaints will be dealt with in accordance with the Housing Academy’s complaints procedures and:

  • all complaints are acknowledged, and apologies offered
  • problems are dealt with at the time of reporting where possible
  • staff will deal with complaints courteously and calmly
  • staff will listen carefully to the complaint and record details as accurately as possible
  • all complaints will be monitored on a regular basis and fed into service improvement plans


CIH Housing Academy staff will:

  • complete security checks to confirm that they are speaking to the correct person that they are about to give information about, and they have permission to do so.
  • comply with, the requirements of the Data Protection Act 2018
  • not disclose any personal information about a member or customer to a third party unless permission has been provided

Related policies and procedures:

  • Complaints policy and procedure
Equality and diversity policy


This policy outlines how CIH Housing Academy will work to ensure and promote equal opportunities in all its work, with the aim of eliminating discrimination and promoting good relations between different groups as defined by the nine ‘Protected characteristics’ from The Equality Act 2010 – age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. CIH Housing Academy aims to achieve this by:

  • providing an environment which promotes and celebrates equality and diversity and is free from unlawful discrimination, harassment, and victimisation of any kind
  • educating and training individuals for life and work in a multi-cultural society
  • increasing the diversity of individuals, staff, and contractors
  • maintaining and promoting a culture of continuous improvement
  • monitoring the effectiveness of this policy.

All CIH Housing Academy individuals, contractors and staff are responsible for their own conduct and actions as detailed within the scope of this policy. This includes:

  • listening to what others have to say and respecting their point of view
  • speaking out, or reporting, if they witness bullying, vindictiveness, verbal or physical aggression
  • questioning own prejudices and assumptions
  • familiarising themselves with the scope of this policy and the responsibilities placed on them by equalities legislation.


Recruitment and admissions

CIH Housing Academy will ensure that:

  • Recruitment and marketing materials are designed in a range of formats to ensure they are free from bias and stereotypes, and encourage applicants from all groups in the community
  • Applicants for regulated and non-regulated course and programmes are considered based on their ability to meet the entry criteria as specified in course/ programme information
  • Applicants are provided with impartial guidance to direct them towards the most appropriate courses/programmes
  • All individuals are made aware of this Equality and Diversity Policy and the behaviour expected of them during induction as published on Moodle, in handbooks and in CIH codes of conduct and ethics

Teaching, learning and assessment

CIH Housing Academy will ensure that:

  • The range, content, and delivery of course curriculum reflect the needs of individuals, the housing sector and wider community, and promotes widening participation
  • All aspects of course delivery is sensitive to, and promote, equality and diversity. Including language used, attendance requirements, methods of delivery, learning resources and learning activities
  • Teaching and learning resources avoid stereotypes and bias, and promote the rich cultural diversity of communities, where applicable
  • Resources are available in formats or can be adapted as appropriate to the needs of individuals
  • Opportunities for personal and professional development are embedded into teaching, learning and assessment strategies so all individuals may benefit
  • As far as possible peoples’ lives and commitments outside CIH Housing Academy are taken into account
  • Fair and transparent criteria for the assessment of individual’s work is established

Learning resources and support

CIH Housing Academy will ensure that:

  • It provides, self- assessment diagnostic learning tools, study skills support and personal tutoring support (from an associate, trainer or tutor) to enable individuals to succeed on their courses/programmes of study
  • Support for study is publicised to potential applicants and individuals through recruitment and publicity materials, CIH website, handbooks and during induction
  • Individuals with access requirements due to disability are not disadvantage
  • Individuals with conditions that affect learning receive reasonable adjustments

Staff and contractors

Recruitment and selection

CIH Housing Academy will ensure that:

  • All staff and contractor appointments to roles within CIH Housing Academy are conducted in accordance with CIH policies and procedures including preparing role specifications, identifying the essential and desirable levels
  • of qualifications/training, knowledge/experience, and skills/abilities for the role, interviewing and where jobs/roles are advertised
  • Applicants are considered based on their suitability for the role and their ability to meet requirements as set out in the role specification

Training and development

CIH Housing Academy will ensure that:

  • Briefings on equality and diversity, and CIH codes on conduct and ethics, are made available as part of the induction briefing for new staff and contractors
  • Where appropriate, provide briefings/ training opportunities for contractors to meet these needs: this will be through CIH Housing Academy organised webinars and conferences; for staff this will be accordance with CIH staff development policy.

Harassment, victimisation, and discrimination

CIH Housing Academy will not tolerate harassment, victimisation and discrimination and has measures in place to deal with such incidents including disciplinary procedures for staff, malpractice procedures for individuals and contractual requirements for contractors.

Raising concerns

Where people feel they have been treated unfairly within the scope of this policy, they are encouraged to raise their concerns informally with the relevant Housing Academy manager. If informal discussions cannot achieve a satisfactory resolution people can raise their concerns through the following means:

  • Individuals – CIH Housing Academy’s complaints policy and procedure
  • Contractors – contacting the Housing Academy manager responsible for their area of work in accordance with the procedures set out in the contract
  • Staff - CIH’s disciplinary and grievance procedure


Monitoring of this policy will take place at course/programme level and integrated into periodic review and self-assessment processes. Where there are differences in data for different groups of people actions will be taken to seek to eliminate these. These actions will feed into quality improvement plans and subject to periodic monitoring.

Associated policies and procedures:

  • Complaints policy and procedure
  • Whistle blowing policy and procedure
  • Learner support procedures Safeguarding policy and procedure
  • Prevent policy and procedure
  • Data Protection Act 2018 guidance
Whistleblowing policy and procedure


This policy and procedure sets out the way in which workers may raise any concerns that they have and how those concerns will be investigated by CIH Housing Academy. It applies to all staff and contractors performing roles in relation to CIH Housing Academy, hereafter known as ‘the worker(s) ’.

  • Whistleblowing is the reporting by a worker in an organisation of mismanagement that is in the public interest or of interest to those in authority.
  • A whistle-blower is a worker in an organisation who reports a concern or mismanagement

In the case of CIH Housing Academy, ‘the public’ means learners, apprentices, contractors, staff, member, and other partners.

CIH Housing Academy encourages anyone associated with the organisation to report any concerns that they may have about the conduct of others or the way in which the business is run. Workers are protected by law if they report any of the following:

  • A criminal offence e.g. fraud
  • Someone’s health and safety are in danger
  • Risk or actual damage to the environment
  • A miscarriage of justice
  • The company is breaking the law
  • They believe someone is covering up wrongdoing

These concerns are also known as ‘qualifying disclosures’ under the Public Interest Disclosure Act 1998. Personal grievances, such as bullying, harassment, discrimination will be dealt with through CIH’s policy and procedure if you are a member of staff or through the appropriate CIH Housing Academy Line Manager in the case of contractors.


  • Everyone should be aware of the importance of preventing and eliminating wrongdoing at work. Workers should be watchful for illegal or unethical conduct and report any incidents of that nature that they become aware of.
  • Workers can raise concerns at any time about an incident that may have happened in the past, is happening now or those they believe will happen in the future.
  • Any matter raised under this procedure will be investigated thoroughly, promptly, and confidentially, and the outcome of the investigation reported back to the worker who raised the issue.
  • No worker will be victimised for raising a matter under this procedure. This means that the continued employment and opportunities for future promotion or training of the worker will not be prejudiced because he/she has raised a legitimate concern.
  • Victimisation of a worker for raising a qualifying disclosure will be a disciplinary offence.
  • If misconduct is discovered as a result of any investigation under this procedure CIH’s disciplinary procedure will be used, in addition to any appropriate external measures.
  • Maliciously making a false allegation is a disciplinary offence.
  • An instruction to cover up wrongdoing is itself a disciplinary offence. If told not to raise or pursue any concern, even by a person in authority such as a manager, workers should not agree to remain silent. They should report the matter to another senior member of staff.
  • The identity of any worker, reporting a concern will be treated with the strictest confidence and will not be disclosed without their prior consent.
  • CIH may need to protect the confidences of other people involved in the investigation which means that some details of the investigation will not be disclosed.
  • If workers report their concern to the media, in most cases, they will lose their whistleblowing law rights.


Any investigations under this policy and procedure will follow the procedures set out in CIH Housing Academy’s Complaints procedure and, in addition, take into account the following considerations:
1. In the first instance, any concerns should be raised with the appropriate CIH Housing Academy Manager who will decide if any action is needed, unless

  • the worker reasonably believes his/her CIH Housing Academy Manager to be involved in the wrongdoing, or
  • the worker does not wish to approach his/her Manager in which case any concerns should be raised with another CIH Housing Academy Manager.

At this stage, workers must say straightaway if they don’t want anyone else to know it was them who raised the concern. If workers do this the relevant Manager may not be able to take their concerns further if all the information needed can’t be provided.

2. If, on completion of the investigation, the worker feels that the relevant Housing Academy Manager has failed to make a proper investigation he/she should inform the relevant Head of Service, who will arrange for
another manager to review the investigation carried out, make any necessary enquiries and report on their findings.

3. If, once all stages in the Complaints Procedures, have been exhausted the worker reasonably believes that appropriate action has not been taken, he/she should report the matter to the proper authority. The legislation sets out a number of bodies to which qualifying disclosures may be made.

These include:

  • HM Revenue & Customs;
  • the Financial Services Authority;
  • the Office of Fair Trading;
  • the Health and Safety Executive; and
  • the Environment Agency.

For more information go to

Related policies and procedures:

  • Complaints policy and procedure
  • Malpractice procedure
  • Safeguarding policy and procedure
  • Prevent policy and procedure
Prevent policy and procedure

Due to the length of policy please click below to view.

Please view this policy here

Safeguarding policy and procedure

Due to the length of policy please click below to view.

Please view this policy here

Learner support arrangement policy

Learning and support arrangements

This arrangement applies where individuals have ticked the box on the CIH Housing Academy application form to declare that learning and support arrangements are needed to access assessments or locations. These arrangements apply to apprenticeships, online learning, and training.


The general definition of disability in the Equality Act 2010 is a physical or mental impairment which has a substantial and long-term adverse effect on a person’s ability to carry out normal day-to- day activities. The Equality Act 2010 defines long-term here as having lasted or being likely to last for at least 12 months or the
rest of the person’s life. Substantial is defined as more than minor or trivial. Some people are deemed to be disabled for the purposes of the Equality Act 2010. For example, people with cancer, HIV and multiple sclerosis are protected effectively from the point of diagnosis.

The Equality Act 2010 suggests the reasonable adjustment duty would apply in three specific situations:

  • where a provision, criterion or practice is applied by or on behalf of the individual
  • where there is a physical feature of premises occupied by an individual, or
  • where a lack of an auxiliary aid

Statement of intent

CIH Housing Academy is committed to ensuring that its services are accessible to everyone. This arrangement sets out the level of practical support as a training and learning provider, we can offer you throughout your course or programme with us. As we are a membership organisation, rather than an educational institution (like a college or university) offering educational courses, CIH is not required to adhere to SENDA (Special Educational Needs and Disabilities Act 2001). However, because of our commitment to and belief in equality and diversity we want to ensure all individuals have the best possible experiences when they are studying through CIH Housing Academy – this includes both online and blended learning, apprenticeship and training programmes. Where courses are delivered on a blended learning basis either in a CIH location, at an employer’s premises or other venue, CIH Housing Academy will ensure that they have appropriate disabled access and facilities.

Disability access

Sometimes a physical feature of a building or other premise may make it more difficult for you to access or use it. The kind of adjustments which could be made includes removing, changing, or providing a way of avoiding the physical feature, where it is reasonable to do so. You may need aids or equipment to help you
access or do something. Or you may need additional services. The Equality Act calls this auxiliary aids and services.

Access to online studies and assessment

If you have:

  • a long-term health condition,
  • a specific learning difficulty (such as dyslexia), or
  • a mental health difficulty

CIH will consider whether you are entitled to reasonable adjustment to support your study. These adjustments may include:

  • Providing advice and guidance on available software which make learning materials available more accessible.
  • Making reasonable adjustments to assessment deadlines

*Further details can be found in Study Skills and Support area on our Moodle
online learning platform.

Making a claim for reasonable adjustments

You will be asked to provide supporting evidence to support your claim. If your application is upheld, then we will be able to make 'reasonable adjustments' such as giving you more time to complete your assignments. Ideally you should state that you need to make a claim for reasonable adjustments when you complete the
online application form, but it is not too late to let us know once you are on the course.

If you wish to apply for reasonable adjustments to support your qualification studies, training, or an apprenticeships programme this is what you need to do:

  1. Please complete the reasonable adjustments request form
  2. Please declare any disabilities or medical conditions or special requirements.
  3. A CIH HA Administrator will then contact you to advise you on what to do next, and the type of reasonable adjustments that can be offered.
  4. If you have already been through a formal assessment you will be asked to provide current third-party evidence of the disability or medical condition before any reasonable adjustments can be made. This is only applicable for qualifications and access to assessment. If you have not been through a formal assessment you will need to obtain an independent report from a third party before reasonable adjustments can be made. This would normally be an education psychologist report or equivalent.
  5. Upon receipt of the completed form and evidence we will contact you to agree the reasonable  adjustments that need to be made.

If agreement cannot be reached between CIH Housing Academy and the individual and/or their representative about what would be a reasonable adjustment the individual and/or their representative will be advised of the CIH Housing Academy position. They will then be given details of our appeals procedure should they wish to pursue appeals.

British values statement


Apprenticeship and Post 16 education training providers play an important role in helping to avoid people being drawn into terrorism, including non-violent extremeness, and not to allow the creation of an atmosphere that is conducive to terrorism. The Prevent Duty, an extension of safeguarding requirements came into effect in 2015 and Ofsted requires providers to embed the following values into teaching and learning practices:

  • Democracy – the right to live in a society and where you can have a vote, and have a say on how things are done
  • Individual liberty – the right to live and speak feely
  • The rule of law - the right to live in a law-abiding society where the law protects its citizens
  • Mutual respect for others – respect for and tolerance of those with different faiths and beliefs as well as those without faith

These things are individual’s rights and the rights of everyone else and is everyone’s responsibility.

CIH Mission and values

Promoting British values builds on and extends existing commitments to equality, diversity, and inclusion.  These accord with CIH’s mission which is ‘to maximise the contribution that housing professionals make to the wellbeing of communities, working to transform the lives of the most vulnerable in society’ and values which include:

  • a passionate belief that our contribution as housing professionals is vital to making communities great places to live and work
  • an organisation in which everybody can participate, regardless of age, gender, transgender, disability, religion or other beliefs, race, sexual orientation, social background or family or care responsibilities
  • improving the diversity of our organisation, our membership, and to equipping housing professionals with the knowledge to promote equality and diversity across the housing sector

In support of this ambition it has developed professional codes and conduct and ethics which all members are expected to adhere to. These codes can be found on the CIH website.

How the Housing Academy meets its commitment to British Values

One of the key objectives of the teaching, learning and assessment strategy is that all apprentices and learners registered with CIH Housing Academy develop the ‘know how’ to become reflective practitioners and self- autonomous learners with a strong sense of professional ethics and values.

In addition, CIH Housing Academy demonstrates its commitments to the Prevent duty through the following:

It has:

  • Developed policies and procedures relating to safeguarding and prevent
  • Briefed staff, governors, and contractors of their responsibilities under the legislation
  • Mapped assessment of knowledge units against all area in the apprenticeship standards to show where knowledge, skills and behaviour areas are met. This includes mapping areas to units covering law, professional practice, equality and diversity, and ethics
  • Integrated equality of opportunity and professional ethics as themes throughout the learning resources and training products it offers as appropriate
  • Included British values in the Leadership and Management modules offered as part of the apprenticeship programme.

This statement will be uploaded to Moodle, and used in induction and training programmes as appropriate, for all staff, contractors, apprentices, learners, and training delegates.

Associated policies and procedures:

  • Apprentice and Learner Handbooks
  • Prevent policy and procedure
  • Safeguarding policy and procedure
  • Teaching, learning and assessment strategy

End user license agreement (EULA)

Web-based communication and code of conduct

You are solely responsible for your own communications and are responsible for the consequences of them. You are also solely responsible for maintaining the confidentiality of your username, password and e-mail address and all activities that are conducted through your account.

You must not share your username with anyone else. IP addresses are monitored and any accounts suspected of being shared will be barred. In consideration of being allowed to use the materials provided by CIH Housing Academy, you agree that you will abide by these terms and conditions and in general will not:

  • Harass any other course member or member of staff.
  • Use the forum for any purpose in violation of local or national laws of any country.
  • Post material that infringes on any other intellectual property rights of others or on the privacy or publicity rights of others.
  • Post material that is abusive, defamatory, embarrassing, harassing, hateful, inflammatory, obscene or threatening to any other member or member of staff.
  • Post sexually explicit language or images.
  • Post advertisements or solicitations of business.
  • Post chain letters or pyramid schemes.
  • Impersonate another individual or member of staff.
  • Express or imply that the CIH website or its owners endorses any statements you make, without our specific written consent.
  • Collect or store personal information about other individuals without their personal consent.
  • Conduct any other activity that we consider is detrimental to the running of the CIH cause.
  • Plagiarise the work of others or in any way try to pass yourself off as competent by means of deception.

Any conduct that in our opinion restricts or inhibits the use of the website by any other subscriber will not be tolerated. We reserve the right to pursue any and all legal and equitable remedies against you, including the posting of your address and the reporting of your activity to your Internet Service Provider (ISP), and other authorities. Any material in any correspondence that we determine to be contrary to our terms and unsuitable for our forum will be edited or deleted. Our decision on these matters is final.

Copyright and intellectual property rights

The course materials and contents of the website are copyright. This includes all content unless otherwise noted. The contents may not be copied and republished in any format, whole or in part. This includes (for example, but not limited to) copying text, copying pictures or video, copying images for use in brochures, websites or any other medium, copying review content (narrative, video or pictures), copying backgrounds and borders, or any other content.

All material is the intellectual property of CIH (or the suppliers of the information where this is explicitly stated). Material is made available purely for the benefit of CIH participants for their own personal use. It is not available for commercial use with other organisations. During your use of the website, we gather ‘industry standard’ data from you, which includes: your logged ID, your IP, your browser details etc. Our server maintains a log of your access.

General data collected may be used or shared in an ‘aggregate’ manner, for example, to demonstrate how many hits we have, what countries people are accessing the site from, what browsers people are using, what parts of the site are visited and so on.

We never share any information specific to a particular identifiable user unless requested by law or a similar authority, or an ISP or network administrator investigating abuse of our site. If individuals personally make their contact details available to other individuals, this is to enable networking and sharing of information between them. Under no circumstances are they to be used by individuals or their associates, or made available by individuals/associates to third parties, for mailing lists or other commercial purposes.

Information on the web is made available to individuals and cannot therefore be regarded as confidential. Individuals undertake that all information they provide for the web is free from copyright, confidentiality or other restrictions that would prevent its publication on our website.

By engaging with CIH, you grant a perpetual licence to display, reproduce or use your website postings on the CIH site. You also grant to CIH a perpetual licence to use your postings either in the original form or modified and on any other media for the purpose of promotion of CIH Housing Academy.

You may terminate your registration at any time by notifying CIH Housing Academy. On termination, CIH will deactivate your password.


If you have a complaint about any products or services provided by CIH, please contact us via the website or email

One of our managers will contact you within 10 working days (excepting periods of closure, normally Christmas and other bank holidays).

The manager will investigate your complaint and aim to provide a satisfactory way forward within a further 10 working days, subject to the limits outlined in these terms and conditions.

Rights and responsibilities of CIH Housing Academy

CIH accepts no responsibility for the content of our site, which is provided ‘as is’, and with no warranty express or implied. Reviews and all our other content are offered as our opinion only. We understand that in your engagement with CIH you expect the website to be on-line and available at all times. However, we can make no guarantees as to the ‘up time’ of the site as this is beyond our control. For example, routing, server, Internet, hardware and software problems completely beyond our control may occur. We host with a commercial company that guarantees (to us) 99.9 per cent + up time in order to minimise down time but accept no responsibility if the site goes off-line and it is not our fault.

© 2019-22 Chartered Institute of Housing

These terms and conditions were last updated in March 2020.