This CPD accredited modular training program is proudly sponsored by Taskforce Australia
Duration
Multiple Days
Location
Online
How to attend this workshop
In-House Program
If you have eight or more people interested in attending this workshop, our in-house training is tailored to your learning needs and offers great value for money.
In-house workshops can be delivered online or face to face!
Online Public Program
When: multi-day online workshop:
- Module 1, eLearning ONLY
- Module 2, 25/11/26, 1-4pm AEDT
- Module 3, 2/12/26, 1-4pm AEDT
💰 Cost: $560 inc GST per person
👉 BOOK HERE
Need to register multiple people or pay by invoice? Email us at info@bigpicturetraining.com
If this intake is full, join the waiting list and we’ll let you know as soon as the next workshop opens.
Self-Paced e-Learning
Complete courses online in your own time by enrolling in the self-paced e-Learning from our course catalogue.
A well-functioning assets and maintenance team is essential for delivering an efficient repairs service and ensuring customer satisfaction.
These teams often juggle multiple roles – planners, schedulers, diary managers, inspectors, rapid responders, technical experts, negotiators, cajolers, facilitators, excellent communicators, agony aunts and mind readers. In essence, the role of assets and maintenance is dynamic, responsive, and forward-thinking. Their work directly impacts clients, making their role both dynamic and vital.
This CPD accredited training is designed for both newcomers to the sector and experienced staff seeking a refresher on current legislation and best practices. Developed by customer service and repairs experts, the program equips participants with the knowledge and tools needed to navigate their roles effectively.
Core themes throughout the training include:
- Essential customer service and communication skills
- Regulatory requirements and legal responsibilities
- Effective internal and external collaboration
- Identifying and mitigating risks in daily operations
About the Program
A strong assets and maintenance service is vital to delivering safe homes, quality repairs, and a positive tenant experience.
This CPD accredited course supports property, asset and maintenance staff to understand their legal obligations, develop a proactive approach to maintenance, and strengthen communication across teams and with tenants.
Whether you’re new to the sector or need a refresher, this course is packed with practical tools and insights to help you navigate real-world challenges.
What You’ll Learn
Property & Maintenance Essentials: Understand repair types, building standards, maintenance strategies and safe access.
Compliance & Service Quality: Learn about legal and regulatory frameworks, documentation standards, and what great repairs service looks like.
Managing Vacancies & Complaints: Explore how to reduce re-let times, respond to tenant concerns, and build resilience when handling difficult conversations.
Course Delivery
This is a blended learning program, consisting of two instructor led 3 hour workshops as well as self-paced eLearning modules with videos, activities and scenarios.
Dates for the next intake of the course are listed below:
2026 Program open now!
- Module 1 – Foundations of Property and Maintenance – eLearning only – must be completed prior to 4th August 2026
- Module 2 – A Compliant and Quality Repairs Service – Tuesday 4th August 2026, 12:00pm – 3:00pm AEST
- Module 3 – Managing Vacancies and Responding to Complaints – Tuesday 11th August 2026, 12:00pm – 3:00pm AEST
Please check the table below for the start time depending on the time zone in which you are based.
| WA | 10:00am |
| SA & NT | 11:30am |
| VIC, NSW, ACT, QLD & TAS | 12:00pm |
Course Overview
| Module 1: Foundations of Property and Maintenance (eLearning – 60 mins) ✔️ Building Structure Basics: An overview of property standards and sector terminology ✔️ Differences Between Repair Types ✔️ Proactive vs. Reactive Maintenance ✔️ Maintenance Strategy: Prioritisation for long term asset management ✔️ Accessing Properties: Legal and respectful entry ✔️ Worker Safety: Best practices for safe property inspections and outreach |
| Module 2: A Compliant and Quality Repairs Service (trainer led 3 hour workshop with supporting eLearning) ✔️ Sector Overview: Homelessness, social housing, and the role of community housing providers ✔️ Key Responsibilities: of Assets and Maintenance Teams ✔️ Regulatory and Legal Framework: Overview of the Residential Tenancies Act (RTA), regulatory bodies (NRSCH, WA Framework, VIC Registrar), privacy legislation, and building regulations ✔️ Defining Service Excellence: What a good repairs service looks like and creating a benchmark for excellence ✔️ Case Notes & Record-Keeping: Best practices for documentation and compliance |
| Module 3: Managing Vacancies and Responding to Complaints (trainer led 3 hour workshop with supporting eLearning) ✔️ Understanding Vacancy Impacts: How vacancies affect the organisation, sector, and renters ✔️ Minimising Vacancy Costs: Opportunities to reduce financial strain for both providers and renters ✔️ Differentiating Complaints & Tenancy Issues: Distinguishing service-related complaints from tenancy matters ✔️ Common Causes of Complaints: Identifying and mitigating recurring issues ✔️ Addressing Unconscious Bias: Recognising and mitigating bias in decision-making and interactions ✔️ Navigating Difficult Conversations: Practical tips for sensitive discussions ✔️ Communication: Best practices for managing and responding to repairs and complaints effectively ✔️ Building Resilience: Managing stress, maintaining focus, and handling high-pressure situations |
Course Completion
Learners will be issued a CPD certificate of completion at the end of the course which will include all modules of training they have undertaken.
All methods of learning will be supported by an online self study to reinforce the learning.
Time zone
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Check if a time difference applies to your location.