Terms and conditions

CIH Housing Academy - means the CIH Housing Academy a training provider, a trading name of the Chartered Institute of Housing (“CIH”). 

Online learning - a method of learning that is delivered and assessed online with access provided to learning resources, assessments, and a Housing Academy tutor. 

Blended learning - a method of learning that combines online learning with a set number of face to face or virtual delivery sessions delivered by a Housing Academy tutor. 

Online Plus - a blended learning course with set virtual delivery sessions. 

Face to face - a blended learning course with set classroom-based delivery sessions. 

Course - a series of units available for an individual to access on predetermined dates. This includes regulated qualifications and training courses. 

Course fee - means the fee payable for the course. Please note VAT is only applicable for training courses. 

Course start date - this is when the course materials become available for the first unit for qualifications or the delivery date for training.

Individual - means the individual/s undertaking the course as notified to CIH Housing Academy by the purchaser and includes learners and training delegates. 

Purchaser - a person or organisation who is paying for the product or service. 

In-house - means where a course is delivered through blended learning to a specific organisation to several employees. 

Open - means where a course is delivered online or blended learning to several individuals from different organisations across the UK. 

Session - a predetermined delivery date for blended learning. 

We, us and our - mean CIH Housing Academy .

You and your - mean any Individual or Purchaser using CIH Housing Academy products or services. 

Payments

• If payment has not been received in full before a course start date, or within seven days of the receipt of the invoice, the individual registered onto the course will not be able to proceed with the course at that time. An alternative date will be offered where possible on one occasion. If the payment remains outstanding after this point your application or training booking will be cancelled and you will need to apply or book again onto the course.
• If payment for fees is to be made by the individual’s organisation, a purchase order is required; it is the individual’s or the purchasers’ responsibility to provide this to CIH Housing Academy at the time of booking. Please allow enough time to ensure the purchase order can be raised by your employer and supplied to CIH before the course start date. If this has not been provided, the individual will not be able to start the course on the requested start date.
• Training courses are subject to VAT.
• Regulated qualifications are not subject to VAT.
• Payment methods available for all Housing Academy product and services: 
  • Credit/debit card 
  • Invoice to an organisation 
  • Qualifications paid directly by the individual direct debit instalments may be considered for CIH Level 3 Certificate in Housing Practice and level four and level five full qualifications.
• There will be an additional charge to re-sit a failed unit. Full unit fee applies (this will be dependent on level).

Refunds

Listed below are the CIH Housing Academy refund structures for individual products along with specific criteria that apply to each. 

These all apply from the date of confirmation of your booking for training courses or approval of your application to study a qualification by CIH Housing Academy. 

Important: There will be no refund provided, and the full amount will be due for all products and services after the course start date or after the course induction period for regulated qualifications.  

Individuals have the right to cancel their booking or withdraw from a course at any time.  All requests must be sent to CIH Housing Academy by email at the above address within the timeframes stated below by either the purchaser or individual. 

Where refunds are approved, they will be made to the purchaser’s account from which the original payment was made or a credit note raised in respect of invoices. 

Regulated qualifications  

Any time prior to the advertised application closing date full refund provided on request. 

Up to one week before the course start date (as advertised on the CIH website) Full refund minus a £100 administration fee. 

Up to one week after the course start date (this is known as the course induction period) 50% refund provided on request. 

Any time after one week from the course start date – (this is when the course materials become available for the first unit) No refund provided. 

It is not possible to transfer a registration for an accredited qualification to another individual once the course has started. (Course start date). 

Abandoned individual (see statement above) No refund provided. 
If an individual fails to submit an assignment without contacting the Housing Academy to discuss specific circumstances, three attempts will be made to contact the individual via their supplied method of communication. If no response is received, the Housing Academy will assume the individual has abandoned their course/learning journey and will be abandoned from their study. No refund will be provided. 

Withdrawal of study (where a learner decides to withdraw entirely from their qualification course) No refund – See dates above. 

Instalment payment agreement broken. Obligation for outstanding fees to be paid in full. We will attempt to collect the payment via a credit card if this payment is not made. The payment for the remaining balance will need to be made in full. Failure to do this within two weeks will mean that individual will be withdrawn from the course and any future requests to join a course will not be accepted on instalment payment options. 

Training 

Whilst CIH will aim to be as flexible as possible to accommodate a request to reschedule contracted in house delivery date(s), this may not always be possible. In such circumstances, the full payment will still be required, and any expenses incurred by the trainer will be met by the contracted organisation.  

Any proposed changes to a signed contract for delivery must be requested in writing a minimum of 10 working days before delivery. An organisation will receive written confirmation of CIH’s decision on a case-by-case basis. 

Open training sessions – Cancellation - full refund provided upon request if received seven working days before the advertised session delivery date.

Open training sessions - requests to transfer a booking to an alternative date, this will be agreed upon request if received seven working days before the advertised session delivery date.

Change to individual attending a training course. Transfer will be agreed upon request if received three working days before the advertised session delivery date any difference in pricing due to non-member or member rate will be charged or a partial credit applied. 

• CIH Housing Academy is responsible for supplying a suitably qualified tutor or trainer, who is experienced in delivering regulated housing qualifications and training courses.
• In the event of illness or difficult personal circumstances, CIH Housing Academy 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 cannot be found at short notice, CIH Housing Academy reserves the right at its sole discretion to reschedule the session. 
• CIH Housing Academy is responsible for providing individuals with access to course materials including those developed or provided by its tutors or trainers at individual sessions. 
• CIH Housing Academy reserves the right to refuse a registration request if an individual does not meet the CIH Housing Academy entry requirements for the course and/or is unable to provide copies of certificates when required. (These may be different to the CIH Awarding Organisation entry requirements for regulated qualifications). 
• CIH Housing Academy will provide services as outlined in the CIH Housing Academy learner agreement. 
• CIH Housing Academy reserves the right to cancel courses or sessions where minimum numbers are not met. Please refer the payment and refunds for CIH Housing Academy products and services section. 
• CIH Housing Academy will not be liable for reimbursing the purchaser if individuals are not able to attend a course or session due to circumstances out of CIH’s reasonable control. The circumstances include, but are not limited to, heavy workload, weather conditions, fire, flood, transport strikes, closures or delays, or any other Force Majeure or Act of God. Please refer to the payment and refunds for CIH Housing Academy products and services section. 
• CIH Housing Academy reserves the right to cancel or discontinue the face-to-face delivery of any course if, in the tutor/trainer’s opinion, assigned to deliver the session, the venue or conditions are unsuitable or lack appropriate facilities. 
• CIH Housing Academy reserves the right to cancel a course at any time without incurring any additional liability to the individual. We will endeavour to provide alternative dates for the course or session where possible but will not be liable for any additional costs. Such circumstances are not limited to weather conditions, fire, flood, transport strikes, closures or delays, or any other Force Majeure or Act of God.  
• CIH Housing Academy will provide joining instructions and/or virtual links (where applicable) at least five working days before a session.

Additional responsibilities for regulated qualifications 

• CIH Housing Academy reserves the right to restrict, withdraw access to learning materials/resources until payment has been received in full. Three attempts will be made to contact the individual via their supplied method of communication. If no response is received the Housing Academy will assume the individual has abandoned their course/learning journey. 

Additional responsibilities for training 

• All bespoke in-house training sessions will be contracted on an individual basis subject to agreed requirements.  

CIH Housing Academy customer service statement

All products and services 

• CIH Housing Academy will provide information about each session in advance, including time, venue address or a link to a virtual session. It is the individual’s responsibility to ensure that this information is saved appropriately. 
• For all online plus and face to face learning the individual is responsible for informing their employers about attending a session or any non-attendance issues. 
• Individuals attending virtual or face to face delivery sessions and online courses are required to act in an appropriate manner demonstrating the seven characteristics of the professional standards. 
• If an individual cancels, withdraws or their study is abandoned, it is their responsibility to notify the purchaser. If an individual abandons their learning it is their responsibility to notify the purchaser (Where different). 
• If you do not receive an acknowledgement of your cancellation within two days of your advice to us, it is your responsibility to contact CIH Housing Academy by phone. 
• In the event an individual is unable to attend a course on the day, the individual must contact CIH Housing Academy by telephone to receive further instruction. 
• 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.  
• Individuals are obligated to abide by CIH Housing Academy policies and procedures, which are available to all individuals on the website or learning platforms. These policies are regularly reviewed and updated where necessary. 

Code of conduct for online and in-person delivery

• CIH reserves the right to remove any individual from a session or platform where their behaviour is disruptive, inappropriate, offensive or breaches CIH policies, without refund. 
• Recording of sessions, screenshots, or sharing of chat content is not permitted without prior written consent from CIH. 

Individuals on regulated qualification courses   

• All individuals will be required to complete an online identification check and provide ID evidence before their course start date.  
• If ID evidence has not been completed before the submission date of the first unit access to the course materials and the learner will be withdrawn from the course. If the identification has not been provided, we will assume the individual has abandoned their study and no refund will be provided. 
• Individuals who are funding their own qualifications by direct debit instalments must adhere to the payment dates confirmed in their payment agreement. 
• For regulated qualifications, the CIH Housing Academy’s learner agreement outlines the commitment expected from the individual participating in the course. 
• Individuals are required to complete the course they have been enrolled in within a reasonable amount of time and within published timescales where these have been set. Failure to complete the course may incur additional charges. 
• Individuals should inform us of any units already achieved within the last five years. Please see our Credit Transfer (recognition of prior learning) policy for full details. If the CIH Housing Academy has approved the Credit Transfer against a unit and the unit was completed was within five years, the CIH Housing Academy will deduct the unit fee from the total fee for the qualification. There will be no deduction of fees for blended learning. 
• Where Individuals are expected to complete an application or provide the CIH Housing Academy with further details this should be complete and accurate at the time of providing the information. 
• All learners studying a regulated qualification must inform the CIH Housing Academy of any change to their name – learners will be required to provide supporting evidence to support this change.  

Use of artificial intelligence (AI) 

• Individuals must not submit work generated wholly or partially by artificial intelligence tools as their own unless expressly permitted by CIH in writing. 
• Where AI tools are permitted, their use must be declared in accordance with CIH guidance. 
• Misuse of AI may be treated as academic misconduct and may result in withdrawal from the course, disqualification, or other sanctions in accordance with CIH policies. 

Individuals on training courses  

• If the purchaser ‘booker’ is booking an individual on to a training course, it is their responsibility to inform the individual of their expected attendance, delivery date and duration. CIH Housing Academy will not issue calendar invites and the joining instructions will be sent to the learner, not the booker approximately five working days before scheduled delivery. 

Digital inclusivity for all 

We aim to make sure that everything we do is accessible to everyone. Our platform is about ensuring our delivery of accredited qualifications can be used by people of all abilities and disabilities.  

At CIH, we are committed to ensuring that our digital platforms are accessible to the widest possible audience. We have designed our site with accessibility in mind, and as an open, inclusive and responsible organisation, we will always listen to our customers and aim to meet their individual needs. When working to improve usability, we will prioritise changes that appear to have the most impact. 

CIH Housing Academy learning platform (My Housing Academy) 

My Housing Academy has an easy-to-use accessibility assistive toolbar that can be found at the bottom right of the screen in My Housing Academy that includes: 

• Reading - to simplify your experience, our toolbar provides five main tools; a reading guide, reading mask and highlight buttons. 
• Styling - change the way My Housing Academy looks by customising the websites colour, text, font size and spacing 

Continual improvement  

We understand you may have unique requirements, and we know that it is important give people the option to access content in their preferred way. If you find some of our pages or documents difficult to access, please let us know and we will try to fix the problem and get the content available to you in a way which you would like. You can contact us at housing.academy@cih.org or on 024 7685 1700. 

• CIH Housing Academy uses a combination of CIH-managed platforms and third-party platforms (including but not limited to My Housing Academy, Zoom and Microsoft Teams) to deliver learning and services. 
• CIH will take reasonable steps to ensure accessibility across its own platforms and to support individuals with accessibility needs. Accessibility features and functionality on third-party platforms are governed by the respective providers’ accessibility standards and policies. 
• CIH does not warrant or guarantee the availability, performance or functionality of third-party platforms used to deliver learning or services and shall not be liable for interruptions or failures caused by such platforms. 
• This would provide an enhancement to the scope of our ability to support accessibility. 

Copyright and intellectual property rights 

• The course materials and contents of the website are covered by 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.

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 always be online and available. 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 to minimise down time but accept no responsibility if the site goes offline and it is not our fault.

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 email 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 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.

If you have a complaint about any products or services provided by CIH Housing Academy, please contact us via the website or email: housing.academy@cih.org.

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.

View the CIH Compaints Policy

CIH Housing Academy will process personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Personal data will be processed for the purposes of administering courses, assessing eligibility, delivering products and services, managing payments, providing learner support, and meeting regulatory and contractual obligations, as set out in the CIH Privacy Policy.

What additional personal data do the Housing Academy collect? 

Where we collect information, we are doing so to offer you better services and to ensure that you are aware of the expected level of study for the regulated qualification.

We will use your information to follow up on your application. Your data won’t be used for any other purposes without your explicit consent.

Who will have access to the information for CIH Housing Academy products and services?

• All relevant CIH departments.
• Where your booking relates to accredited qualifications, your data will be passed onto the regulator, awarding body CIH contractors. 
• Your data will be retained only as long as necessary for the original purpose and you have the right to access, correct, delete, or restrict the processing of your personal data. Please review our Privacy Policy for a detailed understanding of our data practices.

• Where you have provided your consent, CIH may use your contact details to inform you about other CIH products, services, events, Housing Academy offerings, and CIH membership opportunities which may be of interest to you.
• You may withdraw your consent to receive marketing communications at any time by using the unsubscribe option in communications received or by contacting CIH directly.
• CIH will not share your personal data with third parties for their own marketing purposes.

View CIH's terms and conditions

View CIH's website accessibility

• CIH Housing Academy makes no representation or warranty that the course materials will not infringe any third-party IP or are error-free.
• CIH Housing Academy makes no representations, warranty, or guarantee that an individual will achieve any particular result from undertaking the course.
• CIH Housing Academy does not make any commitment that the course materials will be compatible with or operate with the individual’s software or hardware.
• All representations, warranties, and/or terms and/or commitments not expressly set out in these terms (Whether implied by law, conduct, statute, or otherwise) are hereby expressly excluded to the maximum extent permissible at law.

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