NZQA registered unit standard
27486 version 2
Page 1 of 4
Title
Manage residential tenancy disputes
Level
4
Purpose
Credits
8
This unit standard is for people who intend to operate as a
residential property manager in the real estate industry.
People credited with this unit standard are able to:
–
resolve a simple tenancy dispute;
–
explain residential tenancy mediation and dispute
resolution processes;
–
apply mediation process to a residential tenancy dispute
situation;
–
prepare a case for a Tenancy Tribunal hearing; and
–
explain enforcement decisions.
Classification
Real Estate > Residential and Commercial Property
Management
Available grade
Achieved
Explanatory notes
1
Reference
Residential Property Managers Code of Practice is available from the Real Estate
Institute of New Zealand Inc. website at http://www.reinz.co.nz.
2
Definitions
Department of Building and Housing guideline is Enforcing a sealed mediator’s order
or a Tenancy Tribunal order, Department of Building and Housing, 2008, and is
available from the Department of Building and Housing website at http://dbh.govt.nz.
Department of Building and Housing mediation information is the mediation
information on their website and is available from the Building and Housing website
at http://www.dbh.govt.nz/tenancy-mediation.
Industry practice refers to activities of experienced, competent property management
personnel and which are in accordance with the Code of Practice and the Residential
Tenancies Act 1986.
Simple tenancy dispute refers to a dispute that can be resolved without involvement
of other parties.
3
Legislation
Residential Tenancies Act 1986;
Residential Tenancies Amendment Act 2010;
and all subsequent amendments and replacements.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
4
27486 version 2
Page 2 of 4
Assessment
This unit standard must be assessed on the basis of evidence of demonstrated
performance in the workplace or in simulated work situations designed to draw upon
similar performance to that required in the workplace.
Outcomes and evidence requirements
Outcome 1
Resolve a simple tenancy dispute.
Evidence requirements
1.1
Negotiation and communication skills are used to resolve a simple tenancy
dispute in accordance with industry practice.
Range
1.2
dispute may be – between tenant and tenant, landlord and tenant,
tenant and neighbour;
negotiation and communication skills include but are not limited to
– active listening, clarifying, summarising, cultural perspective.
Dispute resolution is documented in accordance with company procedures.
Outcome 2
Explain residential tenancy mediation and dispute resolution processes.
Evidence requirements
2.1
Mediation process is explained in accordance with Department of Building and
Housing mediation information.
2.2
Dispute resolution is explained in accordance with Tenancy Tribunal
requirements.
Outcome 3
Apply mediation process to a residential tenancy dispute situation.
Range can be assessed using simulation role play.
Evidence requirements
3.1
Prepare application for mediation to Department of Building and Housing in
accordance with Dispute Resolution Toolkit.
3.2
Represent landlord at meeting in accordance with Department of Building and
Housing mediation information.
Outcome 4
Prepare a case for a Tenancy Tribunal hearing.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27486 version 2
Page 3 of 4
Evidence requirements
4.1
Evidence is gathered for a Tenancy Tribunal hearing to represent landlord’s
case in accordance with the Residential Tenancies Act 1986.
4.2
Gathered evidence is documented in accordance with Tenancy Tribunal
requirements.
Outcome 5
Explain enforcement decisions.
Evidence requirements
5.1
Enforcement of mediator’s sealed order or a Tenancy Tribunal order is
explained in accordance with Department of Building and Housing guideline.
Range
monetary and non-monetary orders.
Replacement information
This unit standard and unit standard 27496 replaced unit
standard 22310.
Planned review date
31 December 2015
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
18 August 2011
31 December 2013
Rollover and
Revision
2
19 July 2012
N/A
Consent and Moderation Requirements (CMR) reference
0003
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27486 version 2
Page 4 of 4
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
Comments on this unit standard
Please contact the ElectroTechnology Industry Training Organisation
reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit
standard.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016