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CIH Level 3 Certificate in Providing Homelessness Services terms and conditions

Homeless Link and CIH Housing Academy are working in partnership to deliver the CIH Level 3 Providing Homelessness Services qualification. Please find the terms and conditions for the course below. Updated September 2022.

Invoicing and payments

  1. Individuals or purchasers (making the booking on an individual’s behalf) booking onto this course are required to pay their full fees within seven days of receipt of the invoice and prior to the start date of the course.
  2. Where individuals are paying the course fees for a regulated qualification themselves, offered either online or face to face, and where stated fees may be paid in instalments, 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.
  3. If an in-house course (training one organisation's team) is delivered face-to-face, trainers’ expenses will be charged additionally at cost and invoiced periodically.

Cancellation 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 Homeless Link: qualifications@homelesslink.org.uk or Homeless Link, Minories House, 2-5 Minories, London, EC3N 1BJ
  3. From the date of acknowledgement by Homeless Link, 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 prior to the course start date 50 percent of the full course cost
Anytime after these two weeks 100 percent of the full course cost

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

4. ​Homeless Link 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, COVID-19, closures or delays or any other Force Majeure or Act of God.

5. In such circumstances, we will offer alternative dates where possible.

6. It is not possible to transfer access to a course to another individual once the course has started.

7. Refunds will be made to the purchaser’s account from where the original payment was made.

8. In the event an individual is unable to attend a course on the day, the individual must contact Homeless Link by telephone (020 7840 4430) to receive further instruction.


Homeless Link reserve the right to cancel or discontinue the course if, in the 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.

Organisations may provide lunch and refreshments for the participants for face-to-face sessions held on an organisation’s premises and are responsible for ensuring that any dietary requirements are catered for.

The venue must be compliant with the requirements of the Disability Discrimination legislation, current health and safety requirements, COVID-19 requirements and covered by public liability insurance.


Homeless Link is responsible for supplying a suitably qualified Trainer who is experienced in delivering homelessness related training courses.

In the event of illness or difficult personal circumstances, Homeless Link may change the Trainer at short notice for another suitable qualified Trainer. If for any reason a replacement Trainer could not be found at short notice, Homeless Link reserves the right at its sole discretion to reschedule the session.

The Trainer will be expected to follow the current COVID-19 guidance when delivering face-to-face training.

Learning and support arrangements

This arrangement applies where individuals have ticked the box on the Homeless Link application form to declare that learning and support arrangements are needed to access assessments or locations.


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

Homeless Link 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, Homeless Link 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 with us. Where courses are delivered face to face either in a Homeless Link location, at an employer’s premises or other venue, Homeless Link 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

Homeless Link 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 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 this is what you need to do:

  • Please complete the reasonable adjustments request form
  • Please declare any disabilities or medical conditions or special requirements.
  • A Homeless Link Administrator will then contact you to advise you on what to do next, and the type of reasonable adjustments that can be offered.
  • 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. 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.
  • 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 Homeless Link and the individual and/or their representative about what would be a reasonable adjustment the individual and/or their representative will be advised of Homeless Link's position. They will then be given details of our appeals procedure should they wish to pursue appeals.

Talk To Us


James Cuming

Training Manager

James develops and manages Homeless Link's team training programme.