The Housing Heroes Awards 2016 took place at Housing 2016 on 20 June, hosted by Gyles Brandreth. The judges were staggered by the incredible work of our 14 winners, revealed below.
Inspirational Leader of the Year
Steve Jennings, Weaver Vale Housing Trust
Sponsored by Longhurst Group
Steve Jennings (pictured, middle) is the chief executive of Weaver Vale Housing Trust, responsible for the management of more than 6,000 homes in West Cheshire.
Under Steve’s leadership, the trust moved from under the shadow of regulatory supervision and transformed into a highly successful organisation, investing more than £100m in its homes.
When 32 people were earmarked as at risk of redundancy, Steve reassigned 13 of them to other jobs within the trust while agreeing voluntary redundancies with 17. Only two now remain at risk, with every effort being made to secure their futures with the trust. Steve’s own staff rate the trust as a three-star organisation and it has appeared in the Sunday Times Top 100 Employers list every year since 2010.
“Steve’s entry demonstrated a winning contribution: authentic and compassionate leadership, focus and sustainable results.”
The judges thought that Steve’s entry demonstrated a winning contribution: authentic and compassionate leadership, focus and sustainable results. He has tackled difficult situations head-on and with respect and compassion for staff.
It has clearly paid off. He has really set a benchmark for leadership in the sector.
Highly commended: Steve Blackburn, director of customer services, Regenda Homes
Development or Maintenance Team of the Year
OngoMaintenance, Ongo
The Ongo maintenance team has adapted its services to fit around tenants’ needs, offering morning and afternoon appointments, working around the school run for those with children, and out-of-hours appointments. When a number of jobs were found to be simple enough for tenants to fix themselves, a series of ‘how to’ videos were created and posted on the Ongo website, while the team also offers demonstrations at local events.
“The team has been accredited by the Contractors Health and Safety Assessment Scheme and expanded its role in helping other organisations.”
The team has also played a big role in commercial work, utilising the specialised skill of its staff to land contracts that have bolstered Ongo’s income. The team contains skilled and experienced staff such as locksmiths. As well as looking after tenants in Ongo homes, they also now work for businesses and tenants in the commercial sector. The money received from this is fed back into Ongo. The team has been accredited by the Contractors Health and Safety Assessment Scheme and expanded its role in helping other organisations. For example, the team’s locksmiths provided training for the Humberside Fire Brigade, reducing the time it could take to access a burning building from 30 minutes to two minutes.
The judges recognised that commitment was shown to be above and beyond the normal function of the team and that it sees its role in broad, productive terms.
Inspirational Tenant/Resident of the Year
Marie Caygill, St Leger Homes of Doncaster
Marie Caygill, a St Leger Homes tenant in the ex-mining village of Rossington in Doncaster, was diagnosed with breast cancer in November 2013. She felt that there was a missing link in the support offered to her and wanted to do something positive for her community, and so set up a support group for cancer patients, their families and friends. The group ensured its members received support from a wide range of different agencies while offering a space for people to listen and be listened to.
Marie gave live interviews on the radio and the group received more than 2,000 likes on Facebook, where St Leger homes continues to support the group, as well as on Twitter, the company website and tenants’ newsletter. The very first support group session was a huge success and more than 90 people attended the drop-in to share their experiences and gain valuable advice.
“The judges believe Marie has left a fantastic legacy.”
Marie sadly lost her battle with cancer on 26 January 2016, at the age of 47, after a long and brave fight. Her group has made a real difference to the community and remains a source of inspiration to others. The judges believe Marie has left a fantastic legacy and that just having that resource available will make a real difference.
Highly commended: John Richardson of Curo Group and Doris Land of Housing & Care 21
Communications Team of the Year
ExtraCare Communications Team, The ExtraCare Charitable Trust
Residents dressed up to create calendars based on Hollywood movies such as Reservoir Dogs and famous album covers by bands such as Queen, as part of the strategy developed by the ExtraCare Charitable Trust’s communications team in collaboration with residents. The photos attracted attention on social media.
“The judges approved of ExtraCare’s informed thinking about how the environment will work for residents.”
The team also used technology to set up a ‘virtual village’, which allowed prospective residents of its Bournville Gardens Village development to get an idea of what their homes would be like before building work has finished. The virtual village was a success, leading to a 12-month waiting list to buy a home. Three quarters of contracts were exchanged within four weeks.
One 73-year-old resident’s journey from isolation to a happier, healthy life as a resident was featured on ITV’s Tonightprogramme, as part of a story on tackling isolation. The segment was seen by 1.9m viewers.
The judges approved of ExtraCare’s informed thinking about how the environment will work for residents after they have moved into a scheme, and thought it was responsible for great campaigns.
Highly commended: Great Places
Mentor of the Year
Ronnie Fray, Wolverhampton Homes
Ronnie Fray (pictured, right) was expelled from school, had football trials with Arsenal and joined the ‘Subway Army’ hooligans before becoming a youth mentor for Wolverhampton Homes in 2014. His past experiences give him a unique insight into the lives of his mentees, some of the city’s most hard-to-reach and disadvantaged youngsters. Ronnie uses his experiences to help 15-to-29-year-olds with employment, housing, benefits claims and confidence building, developing bespoke plans for each person. His commitment to his role has resulted in a fantastic track record of youngsters achieving their once hidden potential.
Over 12 months alone, Ronnie has helped more than 40 young people with a history of substance misuse, youth offending or extremely low confidence get onto work experience programmes. Twelve already have permanent jobs. He has worked on projects mentoring kids at high risk of long-term unemployment, teaching young people painting and design skills, and been instrumental in helping the Heath Town football team stay afloat.
“His commitment to his role has resulted in a fantastic track record of youngsters achieving their once hidden potential.”
The judges see Ronnie as an example of the triumph of the human spirit and an inspirational role model.
CIH New Professional of the Year
Patrycja Rej, Yarlington Housing Group
Sponsored by Places for People
Patrycja Rej moved to the UK from Poland at 15, speaking very little English. Upon leaving school she started work experience within the business support team at Yarlington Housing Group, which led to an apprenticeship and her current position as communities assistant in June 2014.
“She goes above and beyond her daily role.”
When Patrycja received a call from a distressed Polish resident she calmed her down, and by asking the right questions discovered the resident was a victim of domestic violence. Patrycja carried out a risk assessment with the resident and after ensuring her safety, signposted the resident to organisations which could support her, offered the resident an alarm as protection and delivered it to save the resident a journey into the office with two children. Patrycja passed the case to the community safety team but stayed involved, exceeding the demands of her role by co-ordinating meetings with the resident, her husband, the child protection services and Yarlington’s community safety officer, all the while translating.
The judges recognise Patrycja as a young housing professional who has demonstrated an exceptional will to achieve and support within the community. She has demonstrated a willingness to develop her own abilities and skills. She has a proactive ‘can-do’ approach and goes out of her way to support team members and residents. She goes above and beyond her daily role.
Highly commended: Jessica White, Knowsley Housing Trust
Frontline Team of the Year
Ongo Customer Service Team, Ongo
Sponsored by Wheatley Group
Training has helped the Ongo customer service team to improve its service to tenants. Staff have been offered training from the Chartered Institute of Housing, e-learning, working group participation and 12-week induction courses for new starters which see staff partnered within a buddy system.
The team also came up with its own digital strategy to encourage tenants to get online, running company-wide competitions that encourage staff to get tenants to register online. With around 144 enquiries a week via Facebook, the team also handles tenants reaching out via social media in the same way it deals with phone calls, text messages and enquiries via its website.
“This team has achieved stunning results benefitting customers and meeting wider business objectives.”
The judges saw that this team has achieved stunning results benefitting customers and meeting wider business objectives. These results have been achieved through a culture of learning, improvement and commitment to customers. Sector-leading results from a sector-leading team.
Central Service Team of the Year
Housing IT Team, Solihull Community Housing
Solihull Community Housing’s IT team set up a project which helped the association’s tenants overcome inequalities in the way credit scores are determined.
Made up of an IT manager, five business analysts, three IT officers and an apprentice, the team supplied regular rent payment data to credit rating agency Experian. Since the project started, 94% of tenants have seen their credit scores improved. The project started with Solihull’s 14,000 tenants, but was then adopted by other landlords, and so has impacted on the credit scores of more than half a million tenants.
“This IT team had worked to integrate with the mainstream of the business and its customers.”
The team has also increased the percentage of the association’s tenants who have an online footprint from 45% to 65% – by, for example, getting an email account, these residents should find it easier to get a bank account and to access online benefits such as Universal Credit. Elsewhere, through the team’s support of mobile working, duties such as damp and fire safety inspections and graffiti removal are now more efficient.
The judges said this IT team had worked to integrate with the mainstream of the business and its customers. It was its work with Experian and providing IT training that caught the judges’ eye.
Highly commended: Asra Housing Group
Support and Care Team of the Year
Beyond the Gate, Housing Rights
Housing Rights set up its Beyond the Gate service to help ex-offenders when they leave prison after recognising that some of its more vulnerable clients with a history of homelessness had a pattern of repeat offending.
The service is run by two Housing Rights development workers, who set up relationships with clients before they are released from prison. Clients are picked up from the prison gate and taken to their new homes. The service connects clients with relevant counselling, benefit, addiction or medical services, with a goal to reduce reoffending.
“Beyond the Gate was an excellent example of an innovative and dedicated approach to providing support.”
The team stopped working 9-to-5 hours and now regularly works weekends and evenings, with support delivered at the clients’ pace.
The judges thought Beyond the Gate was an excellent example of an innovative and dedicated approach to providing support for a very excluded group of people, saying: “This is a very memorable scheme. It’s what awards like this are all about.”
Highly commended: Housing & Care 21
Outstanding Contribution by a CIH Member
Jamie Stewart, Scottish Refugee Council
Jamie Stewart is the Scottish Refugee Council’s housing development officer. His role is to inform and influence housing practice and policy to improve refugee integration in Scotland. To raise the profile of refugees’ housing issues, he organised two successful stakeholder events, bringing together a group of agencies from a wide cross-section of sectors.
“His passion to improve the lives of his client lead him to challenge a social landlord.”
By studying Scottish Refugee Council data and Glasgow City Council data together, Jamie was able to prove that 7% of homelessness applications in Glasgow were from new refugees. This directly influenced the ongoing strategic homelessness strategy.
His passion to improve the lives of his client lead him to challenge a social landlord which denied a young Syrian refugee access to social housing. His work with the social landlord not only led to the refugee getting accommodation, but for the housing association to review and change its allocation policy.
The judges found that Jamie is hands-on in assisting vulnerable people, proactive and passionate in influencing and changing policy when needed, and championing individuals’ needs at all levels. He does not give up on anyone, and is representative of the Chartered Institute of Housing’s professional ethos.
Highly commended: Cheryl Tracy, Monmouthshire Housing Association
CIH Apprentice of the Year
George Bageya, Evolve Housing + Support
George Bageya started as a volunteer at Homeless Action Barnet before joining Evolve Housing + Support as a trainee in late 2014. Upon graduating from the programme, he became a support assistant, and earlier this year was appointed as digital inclusion officer.
In addition to his normal duties, George managed, facilitated and delivered a six-week course for 20 customers to build and maintain their own bikes before completing cycle proficiency tests. All of the participants said that the project contributed to their health and well-being and helped to create a new routine. Customers benefited from working with each other and breaking down social barriers.
“George demonstrates enthusiasm, commitment and empathy.”
The judges noted that George demonstrates enthusiasm, commitment and empathy when working with customers. He has developed his learning and skills to support others and has drive, energy and dedication in activities that support customers that are addition to his normal role.
Highly commended: Charlie Symes, Sovini
Inspirational Colleague of the Year
Helen Wright, B3Living
Helen Wright (pictured, second from left) is a customer service advisor at 4,600-home B3Living, providing a friendly and responsive service while managing incoming tenant calls. Likewise she goes past the quick-fix and prefers to offer long-lasting solutions to problems that she can help with. For example, when a mother could only afford a book each for her three children, Helen not only raised Christmas gift donations but also encouraged the tenant to improve her skills and turn a corner in her life. She volunteers at a food bank and has increased donations, secured an electric van to deliver to the wider community and arranged for heating to be installed in its warehouse.
“What she does is above and beyond the demands of her day job.”
To help overcome the stigma felt by residents having to use the food bank, she set up a voucher system for those in urgent need. The judges thought Helen’s application stood out because what she does is above and beyond the demands of her day job. She has made a measurable difference to people’s lives by pursing what she sees on the right thing to do and has achieved significant successes.
Highly commended: Desmond Bennett, Viridian Housing
Tenant Lifetime Contribution
Colin Norman, EMH Group
Colin Norman has spent 15 years as a very active social housing tenant, with a long and varied list of voluntary positions, campaigning tirelessly to improve the lives of people in Leicestershire.
Showing not a shred of self-interest even when battling illness himself, Colin has shown integrity coupled with humour as the voice of tenants.
Among his many achievements are raising the issue of older and socially isolated people, resulting in the launch of the Blaby befriending project, which helped more than 80 people. His campaigning for older people’s accommodation culminated in the opening of Oak Court, which was the first extra care scheme in the district. Through campaigning, volunteering and taking the time to personally visit those people he speaks for, Colin has become a well loved and respected character in the sector and an inspiration to all who know him.
“Colin has shown integrity coupled with humour as the voice of tenants.”
The judges said Colin’s drive and leadership shone through. His involvement and leadership on a staggering number and range of committees and boards over the past 15 years made an enormous impact on the lives of people across his community. Colin has also shown leadership at national level, being included heavily in the Homes for Britain campaign.
Highly commended: Ann Morag Faid, Shepherds Bush Housing Group
Lifetime Achievement in Housing
Dr Mary Griffiths, Housing Plus
Sponsored by Manchester Strategic Housing Partnership
Dr Mary Griffiths (pictured, left) has turned an early experience of living in a bed and breakfast into a lifelong resolve to transform the lives of homeless people. Her involvement in the housing sector began in at the age of 23, when she was a local councillor and was invited to join the housing committee. She then returned to university to complete a PhD on the history of social housing in Ipswich and combined her teaching career with direct involvement in social housing as a board member of Sanctuary House and Viridian Housing. She was also involved in the formation of South Staffordshire Housing Association and Wolverhampton Homes, and then served on both of those boards too.
“Mary turned her experience into a lifelong mission to improve life for others.”
As a lecturer on one of the first post-graduate courses in housing at Birmingham Polytechnic (later Birmingham City University), she worked closely with social services and the NHS to develop a forerunner of today’s extra care model. Dr Griffiths has inspired a generation of housing professionals who now continue to help shape the sector as leaders in local government, housing associations and consultancies.
The judges said that for Dr Griffiths, housing has been a lifelong focus, and has transcended to the personal and professional. Experiencing early life living in a bed and breakfast, Mary turned her experience into a lifelong mission to improve life for others. Though her role as a local councillor, an educator and a board member, Mary has made a difference to the organisations she has worked with and on the sector as a whole.
