Property Management and Tenant Service Excellence

Programme Summary

Tenant service depends on clear commitments, reliable maintenance coordination and accurate property information. This programme develops practical skills for managing enquiries, service requests and communication across property teams and contractors. Participants prioritise a fictional request portfolio, handle a service complaint and prepare a tenant communication plan that supports timely resolution, transparency and appropriate escalation of building or contractual issues.

Training Objectives

1 Improve coordination of tenant service requests; 2 Strengthen maintenance handovers and response communication; 3 Support accurate property records and service reporting; 4 Develop fair complaint and escalation practices; 5 Build practical tenant experience improvement actions.

Learning Outcomes

1 Classify tenant requests by urgency and responsibility; 2 Prepare a complete maintenance service handover; 3 Communicate realistic updates and access arrangements; 4 Handle a tenant complaint within authority; 5 Recommend improvements using property service evidence.

Target Audience

Property Managers; Tenant Relations Officers; Facilities Coordinators; Community Managers; Property Service Supervisors.

Target Industries

Commercial Offices; Residential Communities; Shopping Centres; Mixed Use Developments; Business Parks.

Course Contents

• Module 1 Tenant Service Responsibilities: Property owner tenant and manager interfaces; Service commitments and agreement boundaries; Authority limits and specialist referral.
• Module 2 Tenant Journey and Communication: Movein occupancy service requests and moveout; Clear expectations and accessible information; Privacy and respectful relationship management.
• Module 3 Request Intake and Prioritisation: Complete request details and location information; Urgency impact and safety concern screening; Ownership response targets and escalation triggers.
• Module 4 Maintenance and Contractor Coordination: Scope access appointments and work readiness; Contractor handovers and progress updates; Completion evidence and tenant confirmation.
• Module 5 Property Records and Reporting: Service logs asset information and communications; Accurate status and unresolved issue tracking; Confidential information and access controls.
• Module 6 Complaints and Disputes: Listening evidence and fair response options; Distinguishing service issues from legal disputes; Escalating matters beyond management authority.
• Module 7 Performance and Improvement: Response resolution and repeat request measures; Tenant feedback and recurring service failures; Improvement ownership and benefit review.
• Module 8 Tenant Service Simulation: Prioritising a property request portfolio; Handling a complaint and contractor handover; Preparing a clear tenant communication plan.

Assessment

• 40 single best answer questions, including applied scenarios; one mark per question.
• 60 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Supplied reference pack permitted; external internet and AI assistance prohibited.
• Individual applied assessment (45 minutes): Prioritise tenant requests, prepare a maintenance handover and complaint response, and recommend a service improvement from supplied property records.
• Assessment criteria: Accuracy of prioritisation and responsibility assignment; Clarity of tenant communication and handovers; Practicality of service improvement and escalation.
• Pass each component separately: 30/40 written marks (75%) and at least 70% on the applied task.
• All mandatory criteria must pass: Escalate urgent building safety concerns without delaying for routine complaint review.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed property service coordination skills; it does not confer real estate licensing, lease advisory authority or statutory building approval powers.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

222

Total teaching hoursTotal teaching hoursTotal teaching hours

12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

Experience in property, facilities or customer service is recommended. Legal interpretation of leases and statutory building duties require qualified advice.Experience in property, facilities or customer service is recommended. Legal interpretation of leases and statutory building duties require qualified advice.Experience in property, facilities or customer service is recommended. Legal interpretation of leases and statutory building duties require qualified advice.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Review a tenant request log and service agreement extract during a 25 minute exercise.Review a tenant request log and service agreement extract during a 25 minute exercise.Review a tenant request log and service agreement extract during a 25 minute exercise.

End of course assessmentEnd of course assessmentEnd of course assessment

40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.