Impact Housing Association

Improvement Through Action

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Impact Celebrate National Apprenticeship Week

Sian’s Story

I started with Impact Housing as an apprentice on 11th September 2017 as a placement finishing off my Level 3 in Business Administration with Lakes College.   On Completion  of this apprenticeship and working closely with  Impact I wanted to learn more about the housing sector  so signed up to a Housing and Property Management Apprenticeship in January 2018 to continue on with my study and development.  I was placed in the Property Services team to complete this part of my course.

Throughout this apprenticeship I achieved a Chartered Institute Level 3 in Housing and I completed assignments relating to Housing and Property Management along the way. I worked alongside a multitude of teams in the organisation to help evidence my learning and support my project development. I worked with Asset Team/ Contractors/Housing and tenant groups.  Throughout my time working with the teams and customers I gained invaluable knowledge in how the organisation works and how communication with other teams is vital in order to work effectively and this how I picked what I wanted to focus my final project on.

The last part of my Apprenticeship is to create a project that would make a positive change to how the organisation runs. My project was on the Void Process.  I sat with members of the SRA (Salterbeck Resident Association), Contractors and Property Maintenance Officers to collate information on how they feel the process could work better. I reviewed the Void Process and the Void Flowchart, updating with the correct information and removed parts of the process that we don’t use anymore. The final step is to attend an End Point Assessment where I will give a presentation on the process and how this has benefited the organisation, I am working hard on this currently so I can identify how we have improved the customer experience around the voids process and show how we have consulted with our customers which is a massive focus for the housing sector at the moment.

I have really enjoyed the apprenticeship and it has been challenging and rewarding the highlight was securing my full time position as Property Services Administration Assistant where I work closely with the operations team and compliance team.

Sian's Line Manager Helen Timney says:- 

"Sian has thoroughly embraced this apprenticeship and her project of reviewing the Void Process for Impact.  Sian made 8 recommendations which will be implemented into our Void Process in 2020 as all 8 will have positive effects on our Void budget, performance and the service we provide to our Tenants.I feel Sian has grown significantly in confidence in a number of areas e.g. communication, data processing and expressing her views clearly and confidently.  As Sian’s Line Manager, it was a challenge for me initially as it was a bit like going back to School!"

I am thrilled that Sian has secured a full time role at Impact in 2019 is shows that hard work pays off! Well done Sian