Scotland housing awards 2021 category finalists

Excellence in customer service

Excellence in customer service

Finalists

  • Working with our Gypsy/Traveller Community - South Lanarkshire Council 
  • Prospect's Welfare Rights Service - Prospect Community Housing
  • Customer Contact Calls - Riverside Scotland
  • EatWell: feeding customers in their time of need - Wheatley Group
  • Kingdom CARES: Delivering Customer Service Excellence - Kingdom Housing Association
  • Committed to Customer Service (Customer Response Unit) - Grampian Housing Association
  • Scottish Empty homes Advice Service - Shelter Scotland

In a rapidly changing environment, the need to deliver excellent service is more important than ever. This award recognises housing teams who go above and beyond to deliver truly outstanding customer service. 

We are looking for organisations that have used an innovative approach to gain insight into their customer needs and experiences and have used this to transform services to customers. 

The judges will be looking for evidence of:

  • Accounting for needs and experience of customers
  • High standards achieved in service delivery, including customer feedback
  • Positive and professional staff attitudes towards customers

Nominations for this award could be for a single project or refer to your general organisational approach to customer service.

Who is eligible?

This award is open to any team across all tenures – not just customer service teams. This award is open to all organisations working in housing. To be eligible relevant activity should have taken place within the last 12 months.

Excellence in housing innovation

Excellence in housing innovation

Finalists

  • PRS Empty Homes Project - Homes for Good
  • Craigdale Lens Programme - Craigdale Housing Association
  • The Wheatley “You Choose Challenge” - Wheatley Group
  • Working out of Homelessness - Naumann Phase 2 - Kingdom Housing Association Ltd
  • Old Sawmill development - Rothiemurchus Communities Housing Trust
  • WRAP - Renfrewshire Council Housing Support Services
  • Delivering the SHORE Standards - South Lanarkshire Council

This award is aimed at programmes or projects that can clearly demonstrate how they have developed an innovative approach which has made a real difference to the lives of tenants or customers. This could be any new product, service, or technology – being able to demonstrate innovation is the key.

Judges will look for evidence of:

  • Using an innovative approach(es) to solve a particular housing problem
  • Clear evidence of success in either improvement of customer satisfaction levels or improving the lives of people in the community where the organisation works.

Who is eligible?

The award is open to all housing organisations across all tenures and suppliers to the housing sector, as well as community and tenants’ organisations. To be eligible, projects or initiatives should have taken place within the last 12 months.

Working in partnership

Working in partnership

Finalists

  • South Lanarkshire Council - Community Safety Partnership HUB- South Lanarkshire Council in partnership with Police Scotland and Scottish Fire and Rescue Service
  • Dundee City Council's Housing Domestic Abuse Policy - Dundee City Council in partnership with Dundee Violence Against Women Partnership
  • The Triple Whammy ARCHIE Project - Prospect Community Housing in partnership with West Granton Housing Co-op, Lister Housing Co-op, Manor Estates HA, Viewpoint HA
  • Eildon and Cruden Homes East Development and Construction Partnership - Eildon Housing Associtaion in partnership with Cruden Homes East
  • goConnect - Glen Oaks Housing Association in partnership with Working Rite; Aberlour; Win Project; Glasgow City Council Community Planning Partnership; Church of Scotland; Jimmy Dunnachie Family Centre; St Vincent’s Primary; Ashpark Primary, Police Scotland; Glasgow Life; Giffnock Soccer Club, Arden Community Hall, HSCP, G53 Together and Urban Roots.  
  • Halcrow and Raydale Community Partnership/ Gretna FC 2008 Project - Cunninghame Housing Association in partnership with Raydale Community Partnership
  • Changing lives at the Bellgrove Hotel - Wheatley Group in partnership with Glasgow City Council
  • We're Safe and Well - Renfrewshire Council Housing Support Services in partnership with H-Arts, Made In Paisley, Connecting Scotland, Paisley FM radio station

This award will celebrate partnership and collaboration across the housing spectrum. If your organisation has developed, delivered or driven progress through working in partnership with organisations in or outside of housing, we’d like to hear from you.

Judges will look for:

  • Evidence of new and innovative ways of working
  • Improving service delivery and quality as a result of partnership working
  • Demonstrating best practice and improving the well-being of communities through working together.

Who is eligible?

This award is open to projects involving partnership working with other organisations. Partnerships with sectors like health, care, education or personal finance are examples, but any project that requires collaboration from partners both in and out of sector will be considered. To be eligible, projects or initiatives should have taken place within the last 12 months.

Excellence in development for affordable housing

Excellence in development for affordable housing

Finalists

  • Regenerating, creating a community and designing for Dementia - West Dunbartonshire Council
  • Inverclyde - Sanctuary Scotland
  • Transforming Sanquhar - Dumfries and Galloway Housing Partnership
  • Affordable modular homes - Isle of Mull - Mull and Iona Community Trust/The Wee House Company
  • Countesswells Phase 2 - Hillcrest Homes

Despite the disruption caused by COVID-19, Scotland’s housing sector has continued working hard to deliver much needed affordable housing. This award is aimed at developers who have built new residential developments in any recognised affordable tenure.

Criteria:

  • The development will have created a new community with benefits to the wider area and be able demonstrate excellence, beyond the minimum required standard
  • Community engagement and partnership working
  • Design quality and location.

Who is eligible?

To be eligible developments must have been completed after October 2020. Developments may be multi-use but rental property must be its primary purpose.

Excellence in tenant scrutiny

Excellence in tenant scrutiny

Finalists

  • Budget Scrutiny Group (BSG) - engaging tenants in ongoing scrutiny of the HRA and budgetary process - South Lanarkshire Council
  • Independent scrutiny, massive impact! - Link Tenant Scrutiny Panel
  • Cunninghame Scrutiny Group - Cunninghame Housing Association Ltd
  • West Dunbartonshire Scrutiny Panel - West Dunbartonshire Council
  • Kingdom Tenant Scrutiny - Kingdom Housing Association

This award is aimed at landlords and their tenants who can show excellence in working collaboratively to carry out a piece of scrutiny work, or to embed scrutiny within the culture of the organisation in ways which have led to positive change, improved service outcomes for tenants and/or enhanced the lives of tenants and communities in some way.

Submissions should therefore focus on how the following criteria have been met, using evidence from one of more performance areas which have been scrutinised:

  • How the scrutiny process has been developed in partnership with tenants
  • How tenants are involved in analysing and interpreting performance information (including performance information which is in line with reporting requirements for the Scottish Social Housing Charter)
  • How scrutiny has achieved improvements in services and delivered good outcomes for tenants
  • How key challenges have been identified and how these have been overcome
  • How scrutiny is embedded into performance management and organisational culture
  • What the overall benefits have been for tenants and communities.

Who is eligible?

The award is open to all registered social landlords, local authorities and their tenants in Scotland who have developed excellence in their scrutiny activities and outcomes in the last 18 months.

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Excellence in organisational change

Excellence in organisational change

Finalists

  • Digital Cloud Services - Kingdom Housing Association
  • Wheatley Group: changing lives in a pandemic - Wheatley Group

This award is open to organisations that have achieved a transformation or turnaround in their culture and can demonstrate excellent results.

Judges will look for:

  • Organisations who can show how they have transformed their culture
  • We’d like to hear the reasons for change, and the positive impact this has had on the organisation
  • Tell us how you’ve made the changes and how this has impacted on your customers or communities
  • As well as describing how your organisational culture has changed, entries should outline the transformational journey, including how any challenges along the way were tackled.

Who is eligible?

This award is open to all housing providers in Scotland.

Excellence in the private rented sector

Excellence in the private rented sector

Finalists

  • Going the extra mile for mid-market tenants - Lowther
  • ECO3 Grants - Gilson Gray

This award is open to all organisations operating in the private rented sector in Scotland. It is aimed at letting agents or landlords who strive to excel in the areas of customer service and innovation. What does your organisation do differently which sets you apart from the competition? Is innovation one of the keys to your success? If so, we want to hear from you.

We are looking for organisations who can demonstrate that they excel in the following criteria:

  • As a landlord or letting agent, can you share an example of excellent customer service you have delivered, perhaps going that extra mile?
  • Have you introduced a successful innovation in the course of undertaking your business as a landlord or letting agent within the last 12 months, aimed at tackling a particular challenge you faced and what benefits did it bring?
  • As a landlord have you undertaken any personal development or training to help you be a good landlord,  or as an agent, how is your business meeting the requirements of CPD and what steps have you taken to support your staff through this?

Who is eligible?

This award is open to any private sector letting agency or landlord.

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Excellence in regeneration

Excellence in regeneration

Finalists

  • Engine Yard - Places for People Scotland
  • Lockerbie Academy and Old School Regeneration Project - Cunninghame Housing Association
  • Kippen Gate/Buckley Street - Loretto Housing Association 
  • Fraser Avenue Regeneration - Kingdom Housing Association Ltd
  • Achtercairn development, Gairloch - Communities Housing Trust

This award acknowledges the critical importance of a range of bodies, organisations and local groups in revitalising communities and neighbourhoods. It also recognises that physical improvements go hand-in-hand with social and economic developments to make a real difference to people’s lives.

The judges in particular will be looking for evidence that lasting improvements have been made in the area, both physical and socio-economic and that there are good prospects for the long-term viability of the area.

Entrants should address one or more of the following criteria:

  • Improved the quality and mix of homes
  • Developed a sense of place
  • Contributed to broader local regeneration
  • Showed evidence of partnership working.

Who is eligible?

The award is open to any organisation, group or partnership that can show how it has met as many as possible of the criteria listed above.

Housing provider of the year

Housing provider of the year

Finalists

  • Kingdom, Delivering More than a Home - Kingdom housing association
  • Changing lives during a pandemic - Wheatley group
  • Excellent Tenancy Toolkit - Link Group ltd

This award will recognise organisations who are leading the way in driving professionalism, learning and development and inclusion while delivery a great service for tenants. We want to hear from organisations who are fantastic to work for and drive good outcomes for their staff on promoting equality and diversity as part of the day job.

Judges will look for:

  • A commitment to driving professional standards across your organisation
  • Proactively developed learning and development opportunities for staff
  • Examples of initiatives that demonstrate meaningful change and commitment to inclusion in their organisations.
  • Evidence of delivering great outcomes for your tenants

This award is open to all organisations working in housing across all tenures including councils, housing association and private sector landlords and letting agents.

To be eligible, relevant activity should have taken place in the last 12 months.

Excellence in health and wellbeing

Excellence in health and wellbeing

Finalists

  • HOMESTART - South Lanarkshire Council
  • Springfield Terrace, St Boswells - Eildon Housing Association
  • Wheatley Group – More than a landlord - Wheatley Group
  • Financial Inclusion - Berwickshire Housing Association
  • Tenancy Sustainment Services Supporting Tenants - Grampian Housing Association

The right to an adequate standard of housing is inextricably linked to the right to the highest attainable standard of health. The right to health is a shared and inclusive right and good quality, sustainable housing is key to fulfilling this for individuals, families and communities.

We want to hear from organisation who have made commitments to improve the health and wellbeing of the communities they serve.

Judges will look for evidence of initiatives that improve:

  • Living conditions
  • Household costs, e.g through financial inclusion initiatives; money advice
  • Housing satisfaction

Who is eligible?

The award is open to all housing organisations in Scotland. To be eligible entrants must explain how their projects have improved outcomes for their customers.

Excellence in communications

Excellence in communications

Finalists

  • Kingdom Housing Association: Communicating In Unprecedented Times - Kingdom Housing Association
  • South Lanarkshire Council Housing Services - Digitally empowered housing customers - South Lanarkshire Council
  • Better Comms Team - Berwickshire Housing Association
  • Wheatley Group: Communicating in a pandemic - Wheatley Group

In challenging times, being there for your community is exceptionally important. This award recognises landlords whose communication with their tenants and residents has been outstanding over the past year, keeping them fully informed and supported or helping them to stay in touch with their friends and family during the pandemic through initiatives such as digital inclusion. Nominations for this award could be for a single project or refer to your general organisational approach to communication. 

Entries should showcase any or all of the following:

  • Your work in the community and across the sector
  • Effective planning, strategy, and campaign tactics
  • Evidence of impact, e.g. media coverage, campaign reach, customer response
  • Evidence of outcomes.

Who is eligible?

This award is for teams across all tenures (not just dedicated communications teams) who have delivered outstanding communications in the last year. To be eligible, relevant activity should have taken place within the last 12 months.

Apprentice of the year

Apprentice of the year

Finalists

  • Carla Hutchinson - Places for People
  • Jamie-Lee Davidson - East Ayrshire Council
  • Adam King - Wheatley Group
  • Abbey Kivlin - Prospect Community Housing

This award recognises the contribution of apprentices across the length and breadth of the housing sector in different areas and specialisms. The winner of this award will have demonstrated their commitment to personal development with achievement and attainment in learning.

Through their contributions in the workplace, applicants should demonstrate that they have exceeded expectations and made a difference to the organisation they work in. They will also be able to provide evidence of approaching day to day work with a positive outlook and demonstrating a willingness to be creative and innovation.

In your entry, judges will look for:

  • A summary of the individual’s role and their career history in housing
  • Explain how the individual has developed as a result of their learning and as an apprentice
  • How the individual has shown dedication and drive to enable them to make an impact within the organisation
  • A statement of how this apprentice has demonstrated a positive and willing outlook to their role and supported by evidence of how they have been creative and innovative in their day to day work.

Who is eligible?

The award is open to any applicant undertaking an apprenticeship scheme or traineeship in any discipline and working in any part of the housing sector.

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Alan Ferguson - outstanding contribution to housing

Alan Ferguson - outstanding contribution to housing

Finalists

  • Dr. Susan Aktemel - Homes for Good (Scotland)
  • John Ferguson 
  • Lesley Baird - TPAS Scotland
  • Fanchea Kelly - Blackwood
  • Robina Qureshi - Positive Action
  • Maureen Morris - Wellhouse HA
  • Alex Adrain - Wheatley Group
  • Alan Russell - Hillcrest Homes

The award is for an individual who has consistently gone the extra mile during their career in housing. They will have shown passion and commitment to driving positive change in the sector. They will be a real ambassador for housing in Scotland.

They will have driven change, both in the organisation at which they have worked and in the housing sector as a whole. We’re looking for someone who has helped in their own way to put housing on the map.

Who is eligible?

This award is open to any individual who has worked in the housing sector in Scotland. Judges are looking for entrants who can demonstrate delivering positive change for their organisation(s) and in the communities they have served over their career. Entrants can include staff and committee members at all levels – hierarchy is not important.

Excellence in leadership

Excellence in leadership

Finalists

  • Matthew Busher - Kingdom Housing Association
  • Ann Leslie - Lar Housing Trust
  • John Mills - Fife Council

This award is for an individual, and its purpose is to recognise excellent leadership in the sector. It aims to demonstrate the quality of leaders that we have in housing, and to show the rest of the world how brilliant housing people are.

We’re looking for leaders who can demonstrate the characteristics below:

  • Achievement in driving positive outcomes
  • Innovation
  • Vision
  • Self-awareness
  • Collaboration
  • Ownership for actions and mistakes.

Who is eligible?
Leaders can be identified at all levels of organisations, and whilst we anticipate that many nominations will be for professionals at executive level, we would also welcome those who have achieved at any level. They should be able to demonstrate the criteria above.

The award is open to people working in any housing organisation in Scotland, including local authorities, registered social landlords, private sector organisations, as well as community and tenant organisations.

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Best frontline housing story

Best frontline housing story

Finalists

  • Tracy Lennon, Julie Gonzalez-Bradley, Nancy Robertson, Kate McDonagh - North Lanarkshire Council
  • Moira Nisbet - Caledonia Housing Association
  • Darran Kennedy - Wheatley Group
  • Renfrewshire Council Housing Support and Homeless Services - Renfrewshire Council

This award celebrates success stories in our sector over the past year. Do you know or work with an individual who has gone above and beyond to improve their community during the pandemic? We are looking for examples of good practice where people have gone above and beyond to make a positive difference in their community.

Entries should demonstrate how the group or individual has:

  • Overcome significant obstacles to improve housing outcomes in their community
  • Achieved change through personal dedication and a positive attitude - showing commitment to supporting others
  • Acted beyond the requirements of their role.

Who is eligible?

This award is open to individual housing practitioners, tenants and residents, and housing organisations across all tenures who can demonstrate the positive difference they have made to people’s lives in their communities. To be eligible relevant activity should have taken place within the last 12 months.

Housing team of the year

Housing team of the year

Finalists

  • Julia Bandel, Moira Bayne, Pedro Cameron, Karen Campbell, Jil Dyson-Fyffe, Sarah Franklin, Olivia Lindsay, Susan Mendelovitch, Ben Parker, Heather Storgaard, Gina Wilson, Eve Young and HOS Volunteer Team - Housing Options Scotland
  • Brenda Whitelaw, Erin Williams, Audrey Dorward - Glen Oaks Housing Association
  • Susan Fowler, Tracey Fallow, Debbie Shawcross - North Lanarkshire Council
  • Riverside Scotland Lettings Team - Riverside Scotland
  • Staff team - Ruchazie Housing Association
  • Raymond Boyd, Alan Clark - North Lanarkshire Council
  • Wheatley’s Lettings and Homelessness Team - Wheatley Group
  • HFG Tenancy Support Team – Homes for Good

The title of housing team of the year will be awarded to a team who have delivered an outstanding contribution to their organisation and for the housing sector. The award is designed to recognise achievement of something special, as part of developing new services, dealing with difficult situations or delivering the best services.

You should be able to demonstrate that the team has fulfilled the following criteria:

  • Evidence of a particular project or difficult task that they tackled well together
  • How the team has improved the performance of their organisation or improved outcomes for tenants and communities.

This award is open to all organisations working in housing, across all tenures. This could be a management team, a front line team, or am inter-departmental team. To be eligible relevant activity should have taken place within the last 12 months.

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Bob Allan- young achiever in housing

Bob Allan- young achiever in housing

Finalists

  • Abby Turnbull - Dunedin Canmore Housing Association
  • Alastair Burke - Ferguslie Park Housing Association Ltd
  • Katie Stewart - Clyde Valley Group
  • Soni Pius - Falkirk Council

The award celebrates individuals who can demonstrate that they have shown passion, commitment, and flair in delivering services for tenants and residents.

Submissions should demonstrate how the individual nominated fulfills the following criteria:

  • Has shown a creative or innovative approach to finding solutions for the organisation, tenants or residents
  • Shows continuous improvement of the delivery of services in the pursuit of excellence
  • Shows that they are an inspiration to colleagues, tenants or residents.

Who is eligible?

This award is open to anyone under the age of 30 at the time of application, who is working or volunteering in the housing sector, irrespective of tenure. Full-time students studying for a housing qualification are also eligible to apply.

The winner will be offered a place as an observer on the CIH Scotland board for 12 months.

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