Apprentice of the year

• Individual nominated: Calum Murray
• Organisation: North Lanarkshire Council

Statement of support

Calum’s journey with tenant participation:

In August 2024, straight from school, Calum joined North Lanarkshire Council as a business administration apprentice, with no prior knowledge of his placement. To the delight of the tenant participation (TP) team, he was assigned to us on a one-year contract, our first experience hosting a trainee. This was a learning opportunity not only for Calum but for our team; as TP is such a niche area, the only way to truly learn & embrace the ethos of TP is through active involvement.

Thrown in at the deep end, Calum’s first major task, just two weeks into the role was supporting the organisation of our prestigious annual NL in Bloom awards. He took charge of décor and entertainment, creating a garden-themed quiz that was well received by attendees.

Throughout his time with us, Calum has been a consistent source of support to our team, tenants, and over 40 tenant associations. TP is a dynamic and reactive environment, and Calum embraced every challenge with enthusiasm and professionalism.

Key contributions to TP activities:

• Facilitated tenant scrutiny meetings
• Supported sub-committee meetings (Land & Waste Management, NL Ambition & Roads & Street Lighting)- which at times could get heated
• Developed social media content
• Supported events including the Annual Tenants Conference, NL in Bloom, joint training sessions, Macmillan coffee morning, AGMs and public consultations
• Responded to elected member enquiries
• Assisted with tenant engagement and outreach
• Being very creative he helped groups by designing logos, flyers, poster
• Assisted with all administrative duties to assist all teams & tenants groups.

Recognising his potential and to help build his skills to progress his career in housing, we arranged for Calum to support wider teams across the service, resulting in a structured weekly schedule:

Cross-team support:

• Homes first team: Improved data systems for young homeless applications, handling sensitive information with discretion
• Locality office: Acted as first point of contact, managing reception and calls, often having to manage conflict and challenging situtations
• IT solutions: provided valuable support during the testing phase for the integration of new repair contracts within the broader housing & corporate Repairs framework; inputting data/jobs into HSMS using Schedule of Rates (SORs), aligning various compatible Core Job Types (CJTs) and prioritised tasks specific to each contract
• Property team: Shadowing technical officers, gaining insight into tenant queries and void management.

Calum quickly realised his passion for housing and actively sought opportunities to expand his knowledge. His mentors across departments consistently praised his attitude and performance.

While completing his SVQ in Business Administration, Calum successfully planned and delivered a Making Life Easier event in partnership with Health & Social Care, showcasing technology and support services to help tenants live independently.

He completed all NLC online learning modules and recently became the youngest participant to complete the Stepping Up to Scrutiny training, alongside staff and tenants.

The knowledge and experience he has gained allowed him to seek greater opportunities; although Calum should have been with the TP team for a year, when a permanent clerks position became available he was encouraged to apply and was successfully appointed to this position. In June (two months early) he started a brand-new role, whilst continuing his studies, which is a true testament to his drive/determination. 

Though we’re sad to see him leave the TP team, Calum is a tremendous asset to any team and is laying strong foundations for a successful career in housing.

Outcomes and achievements

Developing, planning and hosting his own Food for Thought session was a great achievement for not only Calum but our team; taking a multi-agency approach to support our tenants allowed for attendees to experience long-term benefits, as each person was followed up with 1:1 bespoke support e.g. Social Work/Occupational Therapy referrals.

Evaluations showed that 100 per cent scored the session either Very Good or Good (99 per cent VG).

Although he has progressed to another team, he has left a lasting impression with cross departments stating:

• “Calum was an asset to our team, helpful as well as knowledgeable he has a polite manner and learns quickly he never disappoints a pleasure to work with.” Jackie Welsh, housing coordinator, Homes First.

He impressed the chair of North Lanarkshire Federation of Tenants & Residents (NLF) that he was asked to accompany them to the annual provost awards “Calum’s passion hard-work & determination should be recognised, by attending this event we as a committee hope this continues to inspire him.” Jim Leonard, NLF chair.

• “Calum was a great asset to our team and is sorely missed, as our project is time-sensitive he was instrumental in helping us meet critical deadlines.” Jane Brentnall, housing systems manager, IT solutions.

• Individual nominated: Rebecca Mason
• Organisation: Stirling Council

Statement of support

Rebecca Mason commenced her joinery and carpentry modern apprenticeship at Stirling Council in August 2023. Rebecca is currently progressing to third year and has been successful in gaining a place on the Advanced Craft Course at Forth Valley College commencing in August. 

Rebecca is currently based within our voids team which focus on improvements to empty properties, ensuring these meet necessary standards before they are allocated to new tenants. As an apprentice joiner within the team, Rebecca carries out a wide range of duties, such as installing new kitchens, replacing floors, fitting wet wall in bathrooms, fitting new internal doors and ironmongery as well as completing relevant job records. 

This year Rebecca was also afforded the opportunity to be part of the team which were building an extension to adapt an existing house to provide wheelchair accommodation. Rebecca excelled at this and was instrumental in the manufacture and install of the structural timber frame kits and roof trusses to form a ground floor accessible bedroom with wet room bathroom. The existing property also required internal works to allow full wheelchair access through the ground floor and Rebecca installed a new kitchen with wheelchair accessible worksurfaces as well as assisting with widening existing door frames, all of which had to meet the requirements of and be approved by Building Standards.

Upon successful completion of the project the property was let to the tenant and Rebecca was asked to attend to fit grab rails for the tenant. Rebecca was able to see first-hand the benefits her hard work had made in providing an accessible home for the tenant and was able to ensure the positioning of the grab-rails met the tenants full requirements. 

Rebecca consistently shows commitment to her personal development by asking questions and showing willingness to learn and absorb more, exceeding expectations and setting good standards on site for good time keeping, performance, health and safety awareness and ability to listen and learn. She is very respectful, showing appreciation to her tradesperson and peers for helping with her training. 

The voids team supervisors have found Rebecca to be a great asset to their team as she is keen to learn, punctual, dependable, polite and a great role model – basically what every employer is looking for in an employee. Rebecca constantly pushes the standards on site and works to provide a high quality finish with a clear goal in mind to achieve. 

The voids team find that Rebecca will quickly adapt to any tasks set, this has provided a wide variety of learning opportunities for her from standard door replacements and finishings such as skirtings, facings and stair installation to fitting full bathroom and kitchen installations as well as undertaking rot/damp work whilst working alongside her tradesperson. Rebecca has recently been involved in a project to convert existing flats for homeless accommodation which required all doors to be upgraded to fire doors to comply with Housing in Multiple Occupancy regulations. 

All of the above examples are clear evidence that since Rebbeca commenced her apprenticeship she has grown from a quiet and shy individual, not to mention the only female apprentice in her trade both at work and college, to working within full multi trades team and striving to deliver high standards each day in sometimes challenging environments. 

Outcomes and achievements

Rebecca was shortlisted as a finalist for Association of Public Excellence Apprentice of the Year Awards 2025, this involved submission of a portfolio of work experience then a panel interview. Rebecca was invited to attend the awards dinner where she was able to meet apprentice finalists from across the UK, exchanging experience and understanding the benefits of her training which she found to be very valuable. 

Rebecca also recently furthered her personal development by attending a careers event at Albert Halls in Stirling to talk with local high school pupils. This was to encourage young people to consider modern apprenticeships as a career route, advising on the benefits and experience undertaking an apprenticeship provides and future opportunities this can lead to. 

In addition, Rebecca attended an event at Fallin Primary School where she presented on her apprenticeship journey. This was completely out of her comfort zone however Rebecca came across as a young woman who is very passionate discussing how her apprenticeship has helped her grow and gain more confidence every day doing a job that she loves. 

We are very proud of Rebecca especially that she is able to represent Stirling Council in a positive and professional manner.

• Individual nominated: Amy Cooper
• Organisation: South Ayrshire Council

Statement of support

In November 2024, South Ayrshire Council’s employability and skills team undertook a rigorous recruitment process in search of South Ayrshire Council’s first ever housing modern apprentice. There were several very promising candidates but the one who shone through and became the successful candidate was Amy. Amy then started her modern apprenticeship with the housing strategy and regeneration team in December 2024. 

Since day one Amy has demonstrated a willingness and keenness to learn and to help support the team. Our team has very varied workstreams, predominantly strategic however growing operational as well and Amy is committed to assisting across them all. Amy carries her own workload along with supporting other officers within the team which allows her to upskill in areas that are not traditionally associated with housing. The housing strategy and regeneration team have been supporting Amy to gain experience across a wide range of services such as: housing grants, short-term lets, landlord registration, social letting, empty homes, housing policy, homelessness and prevention activities and tenant participation. Amy has quickly embraced the variety of functions that housing services covers and has also engaged in job shadowing opportunities with multiple teams including: property maintenance, housing management, housing options and support, housing operations and housing revenue, arrears and support. 

One area where Amy has excelled is in tenant participation, Amy engages really well with our involved tenants. She has quickly built very good relationships with involved tenants and is viewed by them as a very competent member of the team who is approachable and supportive. She has even made a star appearance within the tenants newsletter. 
 
Alongside supporting the team Amy has demonstrated great commitment to her own personal learning and developing her knowledge across housing strategy and regeneration workstreams and those cross-cutting services that enable housing to support our communities across South Ayrshire. 
 
Amy is currently completing her SVQ being delivered by SHARE and supported in her placement within the housing strategy and regeneration team, by South Ayrshire Council’s employability and skills team. Amy thrived with her SVQ, progressing well in a short timeframe, therefore SHARE provided further opportunities for Amy to undertake a Chartered Institute of Housing (CIH) Level 2 Certificate in Housing Studies. 

As the council's first housing modern apprentice, Amy is showing that becoming a young housing professional within the local authority is achievable as a career choice. Furthermore, Amy has welcomed the opportunity to grow her experiences and knowledge of other services that the housing strategy and regeneration team link with and has undergone shadowing exercises which range from one day to one week with various teams across property maintenance and housing services. Amy has only been with the council for approximately eight months but her commitment, personal development and work ethic should be commended.

Outcomes and achievements

Amy commenced employment with South Ayrshire Council in December 2024, as the first ever housing specific modern apprentice. Amy was placed within the housing strategy and regeneration team where she has demonstrated willingness to support all elements of the service, contributing towards driving forward service improvement and innovation. Amy has proven to be a highly competent member of the team with an outstanding work ethic and ability to build and maintain positive relationships with tenants, colleagues and partner agencies. 
 
Traditionally, housing services within South Ayrshire have worked to develop modern apprentices via our business administration qualifications. Amy as the first housing modern apprentice has achieved fantastic results, demonstrating the value of investing in new talent for the sector. Amy has developed core skills, enabling her to contribute meaningfully to cross-cutting local and national strategic housing objectives. Amy’s developing confidence in approaching a career in housing via her modern apprenticeship has proven that work-based learning can deliver long-term talent development for the housing sector as well as having a great personal development for Amy herself. 
 
The housing strategy and regeneration team are extremely proud of Amy and the dedication she has shown towards her qualifications, her workload and her personal development.

• Individual nominated: Lauren Hooks
• Organisation: South Lanarkshire Council

Statement of support

Lauren Hooks is an apprentice joiner with South Lanarkshire Council. Lauren commenced her apprenticeship in August 2021, and she is now in the final stages of her training.

Lauren has gained a variety of experience since starting her apprenticeship, which she has grasped with both hands. Lauren has not only learned the required skills to become a competent and confident joiner, but she has also learned to work in conjunction with other trades. Lauren has built her core and meta skills which she uses and adapts on a daily basis to suit the environment she is working in, and the people with whom she is working. 

Lauren has shown she wants to learn as much as she can, not only in relation to joinery work, but she wants to increase her knowledge of work carried out by other trades, in order that she has an understanding of all aspects of a job. This has been demonstrated in all sections she has worked within since starting her apprenticeship.

Aids and adaptation section

This work involved Lauren carrying out adaptations to a customer’s home, to allow them to remain in their home. This type of work involved Lauren collaborating with the customer, her tradesperson, other trades as well as the Occupational Therapist from Social Work, who makes the recommendations. It was very evident when Lauren started that she was keen and eager to learn all the aspects of her trade, she was always asking questions to ensure she understood what was going on as well as dealing with the customers in a caring and polite way.

Non-housing section

This section allowed Lauren to learn about different types of properties and a different customer base. Lauren was working in schools, council offices etc. carrying out repairs as required. Her customers included, teachers, janitors, office staff and again she adapted to her surroundings, asked questions to ensure she understood what was going on as well as building her knowledge and skills of joinery tasks.

Home improve

While working in this section Lauren really started to show what she was capable of. This job involved refitting new kitchens in the council’s housing stock. Lauren confidently carried out her share of the workload, while working to very tight timescales. Work took place in customers houses, normally while they were in another room of the property and Lauren had to work around other trades. Although still asking questions, if required, Lauren started to take on more responsibility and was working more independently. Lauren also learned how to complete the surveys, required prior to work being carried out. This involved detailing the layout/sizes of the kitchen, height, and location of sockets etc. as well as discussing with the customer their options for units/worktops etc. Lauren was also involved in the planning of the weekly programme of work, as well as organising the work packs which include asbestos information for the property and then recording everything required on the works spreadsheet. All of this allows her a better understanding of the work she engages in, and she is always keen to learn and help wherever possible. 

All the above has allowed Lauren to learn her skills on the job, adapt her skills to each job, understand the full job, and complete the work required to set timescales, all while pushing herself to continually learn more. As a result of this Lauren has become a valuable member of the Home Improve team and there is no doubt that this will continue when she becomes qualified.

Outcomes and achievements

Lauren has successfully completed Professional Development Awards in carpentry and joinery, SCQF Level 6 and 7 during her time at college and only has the skills test at the end of August to complete her apprenticeship.

In addition to carrying out her job, Lauren willing took on the opportunity to become involved in careers events. One particular event involved Lauren attending a Primary School, where she spoke to children in Primary 6 and 7 about being a joiner, highlighting the wide range of work she gets involved in, as an apprentice joiner working for the council. Lauren really enjoyed doing this and the children all loved hearing about her job. 

As a result of Lauren’s commitment to her training and learning as well as the high standards she applies in her work, she has been nominated during every year of her apprenticeship, for the Association for Public Service Excellence awards, both at a Scottish and National level. Indeed, Lauren was awarded winner of the 2nd Year Scottish Apprentice of the year and 3rd Year National Apprentice of the year. 

• Individual nominated: Callum Scouller
• Organisation: Ferguslie Park Housing Association

Statement of support

Since commencing his apprenticeship with Ferguslie Park Housing Association in June 2024, Callum has demonstrated remarkable growth, dedication, and professionalism, making a significant contribution to our property services team. His journey from a school leaver to a confident, capable young Housing professional exemplifies his commitment to personal development and to the housing sector itself.

From the outset, he displayed an impressive level of enthusiasm and a genuine willingness to learn and embrace new challenges. Over the course of his apprenticeship, Callum has shown consistent progression, blossoming in confidence and competence, which has positively impacted our team and our service delivery.

Callum has been actively involved in a variety of administrative tasks essential to the smooth operation of our property services team. Callum has played a vital role in scheduling repairs, liaising with contractors, updating maintenance records, and managing tenant communications. His meticulous attention to detail and organisational skills have ensured that our repair processes run smoothly and efficiently. He has also been instrumental in coordinating appointments, preparing work orders, and tracking progress, all while maintaining excellent communication with tenants and contractors alike.

In addition to his administrative duties, Callum has been proactive in supporting the team during busier periods. For instance, he has assisted with compiling reports for our management board, analysing repair trends, and helping to identify areas for process improvement. His willingness to step into additional responsibilities without hesitation demonstrates his growing confidence and dedication to his role.

Beyond his day-to-day tasks, Callum has shown admirable qualities such as reliability and a positive attitude, which have made him a valued team member. His ability to communicate effectively with colleagues, contractors, and tenants alike has been instrumental in maintaining the high standards of our service. His maturity and respectful approach, especially considering his age, have earned him the respect of staff and clients.

Furthermore, as part of our cyclical planned maintenance, we entrusted Callum with the management of our gutter cleaning program. This task involved coordinating the scheduling of works, monitoring progress, and reviewing contractor reports. During these works, Callum managed the programs efficiently, reviewing before and after images provided by the contractors to verify completion and quality. He also identified and raised any repair issues reported during the gutter cleaning process, ensuring timely resolution and maintaining the integrity of our housing stock. His diligent oversight of the contract’s performance and expenditure was instrumental in delivering the project on time and within budget.

Callum’s ability to manage the program effectively extended to monitoring the contracts' spend through small valuations. He reviewed contractor invoices, verified work completed against reports, and ensured that expenditures aligned with budget expectations. His attentiveness and analytical skills enabled him to identify cost-saving opportunities and optimise resource use. Ultimately, his careful management ensured that the gutter cleaning program was completed successfully, on schedule, and in line with financial targets.

His enthusiasm for his role and his eagerness to learn about housing management and maintenance processes highlight his potential for a long and successful career within the sector.

His growth from a school leaver to a confident, dependable member of the property services team has been impressive. He consistently demonstrates a proactive approach, a strong work ethic, and a genuine enthusiasm for his work. I am confident that his dedication and potential make him an excellent candidate for the CIH modern apprentice of the year award. Recognising Callum’s achievements would not only celebrate his own personal journey but also inspire other young people considering a career in the social housing sector.

Outcomes and achievements

Callum managed the association's gutter cleaning project as part of our cyclical planned maintenance. During the works, he managed the programs, reviewed the before and after information from the contractor and raised any repair works that came from the reports. He monitored the spending of the contract through small valuations and ultimately brought the project in on time and on budget. 

Following completion of the Gutter Cleaning Project, Callum drafted and presented a report on the programme to our management board.

Callum collaborated closely with the assets team to facilitate the kitchen replacement contract, providing valuable coordination and communication throughout the process. His proactive approach and attention to detail ensured smooth progress and timely completion of the project. Thanks to his dedicated efforts, the team successfully delivered a high-quality upgrade, contributing to an impressive 86 per cent satisfaction rate among residents.

During his time with the association, Callum has completed his CIH Certificate in Housing Practice (SCQF Level 5) and also recently completed the SVQ in Housing (SCQF Level 6) a year ahead of schedule! He has ambitions to continue his education and development by completing the CIH Level 4 in Property Maintenance.

• Individual nominated: Hannah Dyer
• Organisation: Ferguslie Park Housing Association

Statement of support

Since joining Ferguslie Park Housing Association in June 2024, Hannah has demonstrated exceptional dedication, enthusiasm, and growth, making her a truly deserving candidate for this prestigious recognition.

Hannah began her journey with FPHA shortly after leaving school at the age of 16. From the outset, she displayed a keen willingness to learn and a positive attitude that quickly set her apart. Over the past several months, she has matured significantly, blossoming from a tentative newcomer into a confident and valued member of our housing management team. Her journey exemplifies the remarkable development that can occur through dedication, support, and real-world experience.

Throughout her apprenticeship, Hannah has taken on a broad range of tasks that are integral to our day-to-day housing management functions, whilst completing her CIH qualifications. She has assisted with tenant enquiries, providing support and information to residents with professionalism and empathy. Whether handling routine questions about rent accounts or addressing more complex issues related to tenancy agreements, Hannah approaches each task with a genuine desire to help, demonstrating excellent communication skills and a respectful manner. Her ability to listen carefully and respond thoughtfully has earned her the trust and appreciation of our tenants.

Hannah has also been actively involved in the administrative aspects of housing management. She has helped update tenant records, prepare documentation for meetings, and assist with the processing of housing applications. Her meticulous attention to detail ensures that all records are accurate and up-to-date, which is vital for maintaining the integrity of our housing waiting list. Her enthusiasm for learning new systems and procedures has enabled her to quickly become proficient in the use of our housing management software. This allowed her to take the lead in providing training on the housing management system to new members of staff recently.

In addition, Hannah has shown a keen interest in community engagement. She has participated in outreach activities aimed at fostering stronger relationships between the housing association and our tenants. Her friendly demeanour and proactive approach have been instrumental in encouraging tenants to participate in surveys and community events, helping us gather valuable feedback to improve our services. Her involvement in these initiatives highlights her understanding of the importance of community cohesion and her commitment to making a positive difference.

Hannah’s development extends beyond her technical skills; she has become a confident communicator and an effective team player. She readily collaborates with colleagues across different departments, demonstrating flexibility and a willingness to take on new challenges. Her positive attitude and resilience have been particularly evident during busy periods, where she has maintained her professionalism and focus under pressure.

Perhaps most impressive is Hannah’s growth in confidence and independence. When she first started, she was somewhat reserved, but her willingness to ask questions, seek feedback, and learn from her experiences has transformed her into a proactive and self-assured individual. She now takes ownership of her tasks and approaches her responsibilities with a maturity well beyond her years.

Hannah’s journey with Ferguslie Park Housing Association exemplifies the qualities we value highly in our apprentices: dedication, eagerness to learn, compassion, and a strong work ethic. Her accomplishments over such a short period are a testament to her potential and the positive impact she has already had on our organisation. She embodies the spirit of the modern apprentice of the Year award and serves as an inspiring example for other young people entering the housing sector.

Outcomes and achievements

During her time with the association, Hannah has completed her CIH Certificate in Housing Practice (SCQF Level 5) and is currently working toward SVQ in Housing (SCQF Level 6).

Hannah was given the responsibility to carry out a review of all applicants on our housing waiting lists as we transitioned to a new housing management software, and this process took over 12 months to complete and was vital to our allocations processes.

Hannah assisted in organising a successful tenant participation event, contributing to various aspects such as arranging food and drinks, coordinating entertainment, ensuring facility availability, and being present at the event to support attendees.

Hannah manages our Annual Garden Competition 'Flower of Ferguslie'. This involved designing posters and promotional materials for participants, conducting estate walkabouts to identify well-maintained gardens, compiling a shortlist of the most nominated entries, and distributing the finalists for voting at the local community centre. After voting concluded, she reached out to the three winners and delivered their prizes.

Hannah has delivered internal training to some of our new team members, demonstrating a level of confidence and competence well beyond her years.

• Individual nominated: Bella Kerr
• Organisation: Wheatley Group

Statement of support

Bella Kerr joined Wheatley Group as a modern apprentice in September 2023. Since then, she has consistently excelled and become a role model for other young people across the organisation. Initially joining as a reserved and quiet individual, it has been a pleasure to watch Bella’s personal and professional growth in her time here. Over the course of her apprenticeship, she has achieved remarkable milestones, demonstrating maturity, initiative, and an eagerness to learn. 

Bella’s first placement in her apprenticeship was with the Wheatley Homes East housing team, where she quickly became an integral part. With the support of her mentors, Bella provided valuable assistance to housing officers and wider colleagues. 

Her friendly, professional, and empathetic approach made her a natural when engaging with customers, earning their trust and respect. Bella was entrusted with a range of administrative responsibilities and shadowed experienced staff, consistently delivering work to a high standard. Her mentor within the housing team shared that Bella took full ownership of various projects, completing them so efficiently that housing officers were not required to do any follow-up. 

She was praised for her customer engagement skills, her acts of kindness, and her ability to connect with people. Bella is very inquisitive and she frequently asked insightful follow-up questions, offered opinions and demonstrated a strong ability to piece together information to better support tenants. Her mentors made clear Bella’s strong understanding of and passion for front-line housing. 

Following her success in housing, Bella joined the Wheatley Homes East repairs team. Despite the shift in environment, systems, and responsibilities, she adapted quickly and proved herself to be a valuable member of the team. Her manager stated that she was a fantastic addition to the team and could be trusted to complete tasks independently, efficiently, and to a high standard. 

During her placement she took the initiative to develop an improved system of filing and keeping records which was a significant help for the team. Bella was also recognised for her willingness to ask questions, which demonstrated her eagerness to develop and succeed. Bella especially developed her confidence and resilience within this placement and made impressive progress in her interpersonal skills. 

Her next placement was with the Lowther team, where she encountered new systems, processes, and responsibilities. Bella embraced the challenge, taking ownership of projects and demonstrating her capability by taking on additional tasks, including compliance work. This placement really pushed Bella to improve her skills and further developed her confidence. She also began mentoring other young people, supporting colleagues with tasks she had taken ownership of herself. 

Throughout every stage of her apprenticeship, Bella has demonstrated a commitment to her development. Her journey has been marked by consistent personal and professional growth, and her progression has been clear in every placement she has undertaken.at a young age and at such an early stage in her career Bella demonstrates so much potential for her future and we very proud of everything that she has achieved so far.

Outcomes and achievements

As a result of her dedication, initiative, and excellence throughout her apprenticeship, Bella has now secured a permanent role as a housing administrator with the Edinburgh housing support team which is a well-deserved achievement and a testament to her hard work and potential. 

Bella has become a valuable role model to other young people across the organisation, taking on mentor roles within her teams, supporting with our summer work experience programme and sharing her experience at recruitment events to encourage young people to apply for our future opportunities which is all indicative of the impressive growth in her confidence and professional development. 

Bella has also undertaken an SVQ housing qualification with the City of Glasgow College alongside her full-time apprenticeship and has now begun completing her CIH Level 2 in housing qualification. Her tutor has shared that the knowledge and experience Bella has gained during her time working in the housing sector has been evident in her work towards her CIH Level 2 housing qualification.  She supports her work with reference to relevant legislation and speaks passionately about the importance of delivering outstanding customer service, tailoring services to the individual and working with the customer to achieve a solution. 

• Individual nominated: Riordan Mason
• Organisation: River Clyde Homes

Statement of support

Riordan Mason was the successful candidate for the River Clyde Homes (RCH) modern apprenticeship housing administration assistant. Riordan started the modern apprentice role in September last year and is currently working towards completing his Business and Administration SCQF Level 6 qualification. Riordan joined RCH straight from school with no housing experience whatsoever and he has taken to the workplace environment like a natural and is now seeking to develop his career as a housing professional.

Riordan works in the customer services directorate across three area housing teams and is supported in his role by one of the area housing managers, who provides mentoring support. His role is extremely varied as he is undertaking a range of housing management administrative tasks and updates several housing portals. Following some internal changes across the teams he has stepped up and taken the lead in undertaking additional housing administrative tasks.

Since joining RCH, Riordan has demonstrated that he is a reliable member of staff who constantly displays a drive to improve and learn. Currently he is leading on RCH’s Initiative to recruit new members and is linking in with new customers to encourage tenant engagement and feedback on our services. Whatever task is presented to Riordan he approaches it with an eagerness that will serve him well in his housing career. Riordan has grown in confidence working in his role so much, so he has taken on the role of training newer members of staff in specific administrative duties.

Whenever there are competing priorities across the teams, Riordan is always keen to step in and help. He commonly accompanies the housing officers on joint visits which supports his own learning and development, and he is now a well-known face within communities and has directly built relationships with our customers in some of our most challenging areas. 

In addition, to working across the area housing teams, Riordan expressed an interest in working in the void team, to enhance his knowledge further around the void management process end to end. He spent time shadowing the void officers, observing the void repairs scoping process and what is involved in turning around a void property to hand back to the housing officer. His keenness to learn did not stop there and he has assisted in the contact centre, taking calls, providing advice to customers using the knowledge and experience he gained from working in the area housing teams.

Further to Riordan's growth across the customer services directorate, he had a real desire to give something back to the community where he lives. At RCH’s recent Working in Neighbourhoods (WIN) Day, Riordan welcomed the opportunity with great passion to help improve the communal areas of the primary school which he attended while he was growing up. Riordan took the lead cleaning and painting the benches in the playground as well as working with colleagues from housing, IT, HR, and Home Fix Scotland trade operatives to build and paint an outdoor stage for the next generation to perform on when they return from the summer break. He worked tirelessly all day with a smile on his face.

Riordan is very much a part of the customer services directorate, his learning and development across housing has grown in a short period. Riordan is enthusiastic, dedicated, hardworking and keen to progress his housing career and he is living several of RCH’s values including “Every Opportunity Taken” and “Every Person Positive.”

Outcomes and achievements

• David Menzies, assessor:

“Riordan is fully committed to the assessments within his qualification, and he submits everything in a timely manner. 

The evidence he provides for each of his assessments is of a high standard and he shows clear knowledge and competence.

He has a pleasant, friendly, and professional manner when we complete our calls, and these attributes are clearly present in the evidence he has supplied so far for his qualification. One unit he has shown enthusiasm and solid evidence for was supporting the design and development of an information system, this unit and the others closed so far has been supported with witness statements from his line manager.”

• Elaine Cannon, head of housing services:

“Riordan has been a terrific addition to the customer services directorate; he is hard working and keen to learn and takes every opportunity to shadow colleagues when he can and he never shies away from asking questions to further his knowledge. Riordan’s involvement in the WIN Day, where he worked extremely hard demonstrates his commitment to giving something back and to the school where he learned so much as a pupil. Riordan has demonstrated he is an excellent candidate for apprentice of the year.”