Young Achiever in Housing

• Individual nominated: Amber Lee 
• Organisation: Kingdom Housing Association 

Statement of support  

Amber Lee joined Kingdom Housing Association as a Customer Experience Officer in April 2025, as one of the first members of our newly formed customer voice and insights team — a team set up to make sure our customers' voices shape the services we deliver, now and in the future. Amber has worked in housing for a number of years, starting out in a customer services role at Fife Housing Group before joining us here at Kingdom. She's approached that move with positivity, determination and a real desire to put our customers first, and in just over a year she's become someone the team genuinely relies on. That was recognised when she was asked to cover our Customer Experience Team Leader role during a period of maternity leave. 

When we brought in a new rent structure, Amber found clear, practical ways to help customers from all sorts of circumstances understand what it meant for them. She also sat down with frontline staff to talk through the new structure and how to calculate it, getting the balance right between being approachable and making sure we were all giving tenants the same answers. On top of that, she strengthened our CX-Feedback processes and delivered organisation-wide training on the new system — something a lot of people weren't familiar with — which went down really well. She builds and adapts her own reporting in Rubixx and uses Power BI to produce accurate, GDPR-compliant reports, and she takes real care over the sensitive customer information involved. 

Amber has worked closely with the team leader and the wider team to review our engagement and participation opportunities, and she's helped relaunch our Scrutiny Panel offering. She's also taken a lead on getting our monthly Knowledge Partnership survey up and running, pulling together customer insights so we've got a clear picture of how to keep improving. On complaints, she reviews Stage 1 and Stage 2 cases and works well with our case handlers — where she thinks a complaint could be answered more fully, she'll suggest another look, always with the same aim of getting it right first time for the customer. She's led policy reviews on customer conduct and compensation, and she's currently leading our Domestic Abuse Policy review. 

Stepping up to cover the team leader role meant supporting colleagues, some of them with more years behind them than her, and Amber has grown in confidence throughout. Just as importantly, she's shown other young colleagues — here and across the sector — that it's worth going for opportunities when they come up. She was elected Vice Chair of the newly formed CIH Futures Scotland group, where she supports young people coming into housing and is helping us tackle the succession challenge the sector faces. She also chaired a session at the Scottish Housing Festival — her first time in front of a big audience — and came away already thinking about how to do it even better next time. 

As a young person in the organisation, Amber has shown a real ability to adapt to change, and her determination and dedication to our customers comes through in everything she does. In just one year with us she's shown the passion and commitment that this award is all about, and she's exactly the kind of young person our sector needs. We're really proud to nominate her. 

Outcomes and achievements  

• Trusted to step up. Selected to cover the Customer Experience Team Leader role during maternity leave, managing colleagues and growing quickly in confidence as a manager
• Launched our Knowledge Partnership survey. Took a lead in getting our monthly satisfaction survey up and running, turning customer insight into clear direction for service improvement
• Strengthened our feedback processes. Improved our CX-Feedback processes and delivered organisation-wide training on the new system, warmly received across the business
• Strengthened customer voice. Helped relaunch our Scrutiny Panel offering and worked with the team to review engagement and participation opportunities
• Supported a major rent change. Helped customers and frontline staff navigate a new rent structure with clarity and consistency
• Led policy improvement. Led reviews on customer conduct and compensation, and is currently leading our Domestic Abuse Policy review
• Elected Vice Chair, CIH Futures Scotland. Supporting young people entering housing and helping the sector meet its succession challenge.
• Spoke at the Scottish Housing Festival. Chaired a session in front of a large audience — a first, and a confident one
• Committed to development. Completed a fast-track diploma in digital application support and is studying towards CIH Level 3. 

• Individual nominated: Emily Humphreys 
• Organisation: Highland Council 

Statement of support  

In the short time that Emily has been with the Highland Council, she has established herself as an exceptional housing professional whose commitment, innovation and dedication have made a significant positive impact for tenants, colleagues and the wider organisation. Despite being at an early stage in her career, Emily consistently demonstrates professionalism, leadership potential and a commitment to service improvement beyond expectations. 

Emily has progressed quickly within the housing department, joining in December 2023 and progressing to the role of Housing Management Officer in less than two years, which is remarkable given her age of 23. Emily displays a maturity beyond her years and has demonstrated a real ability to make a positive impact for tenants while also being a strong and supportive team member. Through her enthusiasm, willingness to embrace challenges and focus on positive outcomes, she has quickly become a highly valued member of the housing team. 

When Emily became a Housing Management Officer, she took over a complex patch in the Inverness area which experiences high levels of rent arrears, antisocial behaviour and estate management issues. She quickly developed positive relationships with tenants and established a strong presence within the local community. 

Emily has worked closely with tenants, colleagues and elected members to establish estate walkabouts, enabling local issues to be identified and prioritised. These walkabouts have resulted in tangible improvements within the community. Emily is a strong advocate for her patch, regularly challenging existing ways of working and seeking practical solutions to improve service delivery. Prior to Emily taking up post, the area was at times blighted by abandoned cars and caravans. Through effective partnership working and creative problem solving, she has successfully addressed many of these longstanding issues. 

Emily has achieved a significant reduction in rent arrears within her patch, delivering a 22% reduction in less than nine months. This level of improvement is significantly beyond that achieved in any other patch in the Inverness area and is testament to her hard work and ability to build positive relationships with tenants. Importantly, this reduction has been achieved without evictions and with a clear focus on sustaining tenancies. 

Emily's ability to build positive relationships, resolve complex issues and communicate effectively, particularly with tenants who may initially be dissatisfied with council services, is one of her greatest strengths. 

Emily has demonstrated a strong commitment to continuous improvement and professional development, regularly seeking opportunities to enhance her knowledge, skills and professional understanding. She has recently completed her CIH Level 3 Certificate in Housing Practice and is shortly due to enrol on the Level 4 award. 

Emily is already an outstanding young housing professional who has made a significant contribution to the Highland Council and, most importantly, to tenants. Her innovation, professionalism, leadership potential and commitment to excellence make her an obvious nominee for the Young Achiever Award. We feel that Emily embodies the values, dedication and aspiration that this award seeks to recognise. 

Debbie Delonnette, Service Lead, Housing and Homelessness: 

"We are incredibly proud of Emily and the way that she is developing as a young housing professional. 

Emily’s commitment and dedication to her job and towards tenants is rarely rivalled and she has quickly become an extremely valued member of the housing team. I am in no doubt that Emily will continue to progress and she is already showing the qualities that the Highland Council looks for in leadership roles. 

Emily is everything that could be hoped for in a young housing professional and it is with no hesitation that we nominate Emily for this award." 

Outcomes and achievements  

Emily's achievements and successes in her short time as a Housing Management Officer include: 

• Achieving the CIH Level 3 Certificate in Housing Practice and enrolling on the CIH Level 4 award, demonstrating commitment to professional development
• Delivering a 22% reduction in rent arrears within a complex patch in nine months, with no evictions or abandonments
• Building strong relationships with tenants and establishing local tenant groups
• Achieving a 15% reduction in antisocial behaviour complaints through a visible patch presence and partnership working with Police Scotland
• Leading multi-agency action to tackle abandoned cars and caravans, resulting in significant improvements to estate management, recognised by senior council management
• Working with tenants to develop a community garden space, enhancing the local environment.
• Resolving complex housing management and rent arrears cases through effective communication, diplomacy and relationship building
• Providing clear housing options advice, helping tenants achieve positive housing outcomes when their accommodation no longer met their needs
• Developing strong relationships with partner agencies and elected members, delivering tangible benefits for tenants and communities. 

• Individual nominated: Holly Woodrow 
• Organisation: West Dunbartonshire Council 

Statement of support  

Despite being only twenty-three years old and having just four years' experience within housing options and homelessness services at West Dunbartonshire Council, Holly Woodrow has already demonstrated exceptional dedication, professionalism, and leadership in supporting some of the most vulnerable people in our community. Her commitment to preventing homelessness and improving outcomes is evident not only through her day-to-day work but also through measurable performance outcomes 

Continuous improvement and development 

Holly joined West Dunbartonshire Council's housing options and homelessness team in September 2022 as a Modern Apprentice. From the outset, she demonstrated exceptional enthusiasm, professionalism, and a strong commitment to preventing homelessness. Within just four months of joining the service, Holly was entrusted with increased responsibility, promoted to the role of Housing Options Assistant for 50% of her working week while she continued to complete her Modern Apprenticeship. 

Holly embraced this opportunity, developing the necessary skills and knowledge required to support individuals and families placing a strong emphasis on prevention before crisis. Holly's dedication and achievements were formally recognised at West Dunbartonshire Council's Modern Apprenticeship Awards, where her contribution to homelessness prevention was acknowledged by MSP Jackie Baillie and Councillor Gurpreet Johal, Housing Convenor. 

Following the successful completion of her Modern Apprenticeship, Holly secured a full-time position as a Housing Options Assistant, where she continued to play a key role in delivering homelessness prevention services. Her person-centred approach led to a further promotion in October 2025 to the role of Housing Options and Homelessness Caseworker, dealing with individuals and families at risk of homelessness while ensuring the council meets its legal duties to those for whom homelessness cannot be prevented. 

Demonstrating an ongoing commitment to her professional development and a desire to broaden her knowledge and experience, Holly also secured an additional post as a Relief Worker within the council's homeless hostel.  

Holly's dedication to supporting vulnerable people is perhaps best demonstrated through her actions during a critical incident within the hostel. While on shift, Holly discovered a resident unconscious following a suspected overdose. Having undertaken naloxone training, she assessed the situation, alerted emergency services, and prepared to administer the potentially life-saving medication. Her professional, and decisive response ensured that appropriate intervention was provided without delay, with paramedics arriving and taking over treatment. Holly's ability to remain composed and act quickly in such a high-pressure situation reflects her commitment to the wellbeing of those she supports and may ultimately have contributed to saving the resident's life. 

Creative problem-solving solutions 

Holly is also a valued member of the council's out-of-hours standby service. The role requires decision making under pressure, often where there is limited information available and an immediate response is required.  

Holly has also demonstrated leadership through her commitment to early intervention and homelessness prevention. Recognising the potential of management transfers as an effective prevention tool, she was one of the first caseworkers in the service to actively pursue this option for tenants at risk of homelessness, securing sustainable housing solutions for vulnerable households. 

Through effective partnership working with housing services, registered social landlords and the Health and Social Care Partnership, Holly coordinated a multi-agency response and secured an adapted property for an amputee prior to being discharge from hospital. Her actions prevented homelessness, avoided the need for temporary accommodation reduced the risk of delayed discharge, and ensured the individual could move directly into a home that met their needs.  

This example highlights Holly's ability to build strong partnerships, identify innovative solutions and deliver positive outcomes through a person-centred approach. 

Outcomes and achievements  

Homelessness prevention     

• Successfully delivering an innovative and person-centered options approach, enabling those most at risk of homelessness to access suitable housing solutions and achieve positive, sustainable outcomes. 

Key achievements 

• Three promotions and advancement opportunities within a three-year period
• Completion of extensive specialist training, including Shelter Scotland's Housing Law,      Advice and Casework
• Currently studying towards an SVQ Level 7 in Social Services and Healthcare
• Casual relief worker at Ashton View Homeless Hostel
• Valued member of the out-of-hours homelessness standby team
• Demonstrates a sustained commitment to learning, innovation, and excellence in homelessness prevention and intervention services. 

Professional feedback 

• The recognition from MSP Jackie Baillie and Housing Convenor Councillor Gurpreet Johal reflected the significant impact Holly had already made early in her career and highlighted the high regard in which she was held by local elected representatives
• The acknowledgement from other elected members advocating for constituents demonstrates the positive impact of Holly's work and the difference she makes to the lives of residents
• Her commitment, dedication, passion and success demonstrate the positive impact that Modern Apprenticeships can have, making her an exceptional role model and source of inspiration for future apprentices considering a career in housing. 

• Individual nominated: Jenna Freer 
• Organisation: South Lanarkshire Council 

Statement of support  

Jenna Freer is an exceptional young housing professional whose career progression, commitment to public service and positive impact on customers and colleagues make her a highly deserving candidate for the Young Achiever in Housing Award. 

Jenna joined South Lanarkshire Council’s housing service in February 2017 as a Modern Apprentice Housing Assistant after leaving school and beginning her search for a career that would provide both purpose and opportunity. Through this role she completed a Business and Administration Level 3 Scottish Vocational Qualification while developing practical housing skills, building confidence and discovering a genuine passion for helping people and supporting local communities. 

Since joining the service, Jenna’s development has been remarkable. She progressed from Housing Assistant to Housing Officer within the integrated home options team in June 2020, was promoted to Lead Housing Officer in February 2023 and subsequently appointed Temporary Team Leader in August 2023. In July 2025, following a competitive recruitment process, she secured a permanent Team Leader position. Jenna has since moved into the homelessness team, where she is helping to lead the council’s response to the ongoing housing emergency and support some of the most vulnerable members of the community. 

What makes Jenna stand out is not only her career progression at a young age but the professionalism, compassion and leadership she demonstrates every day. Throughout her career to date she has consistently shown a strong commitment to delivering excellent outcomes for customers. As a Housing Officer, Jenna quickly developed expertise across housing options, homelessness prevention and allocations, making a significant contribution to customer outcomes and team performance. Her ability to balance operational demands with empathy and sound judgement has earned the respect of colleagues, customers and partner agencies alike. 

As a Team Leader, Jenna has successfully managed a large and demanding team within one of the council’s busiest localities. She leads with confidence, integrity and a calm, solution-focused approach. Colleagues describe her as approachable, supportive and encouraging, creating an environment where staff feel valued and empowered to perform at their best. She promotes high standards while ensuring that staff wellbeing and professional development remain key priorities. 

Jenna has also demonstrated a strong commitment to partnership working and service improvement. She has developed effective relationships with colleagues across repairs and other key services to improve communication, reduce delays and help ensure homes are turned around and allocated as quickly as possible. Her collaborative approach helps keep a clear focus on customer needs and service delivery. 

Preventing homelessness is a particular passion for Jenna. She has worked closely with throughcare and aftercare services to support young people moving into permanent accommodation. By coordinating support and ensuring individuals receive practical advice and guidance, she helps vulnerable young people settle successfully into their homes and sustain their tenancies. This person-centred approach reflects her commitment to making a real difference in people’s lives. 

Alongside her operational responsibilities, Jenna has actively contributed to service development, including supporting the implementation of a new housing IT system. She has helped colleagues adapt to change by promoting effective communication, training and support throughout the transition process. 

Jenna is equally committed to her own professional development. Having achieved CIH Levels 2 and 3, and 4. From Modern Apprentice to Homelessness Team Leader, her journey demonstrates what can be achieved through dedication, ambition and a passion for housing. She is an outstanding role model for young professionals entering the sector and exemplifies the future of housing leadership in Scotland. 

Outcomes and achievements  

Jenna’s achievements show the impact a creative, solution-focused young housing professional can make for the organisation. From Modern Apprentice to Team Leader within the homelessness team, she has consistently sought practical ways to improve outcomes and strengthen service delivery. 

Jenna approaches challenges by looking beyond immediate pressures and identifying sustainable solutions. Through her work in homelessness prevention, allocations, void turnaround and support for vulnerable young people, she has helped remove barriers, improve communication and strengthen partnership working. Her person-centred approach has supported young people into permanent accommodation, helping them feel informed, reassured and better able to sustain their tenancy. 

Her commitment to continuous improvement is clear in her support for system development, leadership through change and willingness to challenge existing ways of working. Jenna’s creation of a dedicated wellbeing room is a strong example of innovation in practice, recognising that staff wellbeing directly affects the quality of service delivered to customers. 

Jenna inspires colleagues through her professionalism, compassion and determination. She leads, builds confidence in others and demonstrates to service users that housing services can be responsive, caring and focused on achieving positive change. Her journey is an inspiration to modern apprentices, emerging leaders and the wider housing workforce. 

• Individual nominated: Louis Stevenson 
• Organisation: South Lanarkshire Council 

Statement of support  

Louis Stevenson is an exceptional young housing professional whose progress over a short period has been outstanding. Louis joined South Lanarkshire Council in September 2024 as a Modern Apprentice Housing Assistant, entering the service from outside local government and quickly demonstrating maturity, enthusiasm and a genuine passion for housing. From the outset, he showed a clear commitment to learning, supporting tenants and residents, and understanding the wider purpose of housing services in improving people’s lives. 

What makes Louis stand out is not only the speed of his progression, but the attitude and approach he has brought to every role. He has moved from Modern Apprentice to Housing Assistant and has recently secured a Housing Officer post, all by the age of 21. This reflects his strong work ethic, willingness to take responsibility and determination to build a long-term career in housing. Louis has consistently shown that he is keen to learn, open to feedback and confident in applying new knowledge in practical ways that support service delivery. 

Louis has demonstrated a creative and solution-focused approach to his work. In his Housing Assistant role, he did not only complete tasks; he looked carefully at information, questioned when something appeared incorrect and helped identify practical solutions. A clear example was his work in identifying an issue with lock-up rent charges, where VAT had been incorrectly applied. Louis reviewed the figures, clearly set out the correct tenant and non-tenant charges, and explained the impact in a way that allowed the issue to be escalated and addressed. This showed attention to detail, confidence and an understanding that accurate charging matters to tenants and to the organisation. 

He has also shown a strong commitment to continuous improvement. Louis has made the most of every opportunity to broaden his knowledge, from housing management and tenancy sustainment and arrears work. In his new Housing Officer role, he is already engaging with more complex casework and demonstrating a thoughtful, person-centred approach. His work on tenancy sustainment shows an understanding that early intervention, accurate information and supportive engagement can help tenants remain in their homes and avoid crisis. 

Louis is an inspiration to colleagues because he shows what can be achieved through commitment, curiosity and a positive attitude. He is approachable, reliable and keen to support others, and has consistently gone above and beyond by asking to assist housing officers with tasks and taking on additional responsibility wherever he can. This willingness to step forward, learn from others and contribute beyond the requirements of his role demonstrates both his confidence and his commitment to the service. For other young people and apprentices, Louis is a strong example of how an apprenticeship can open the door to a meaningful and rewarding career in housing. His progression demonstrates the value of investing in young talent and supporting people to grow within the sector. 

Louis has achieved a great deal in a short time, but what is most impressive is the way he has done it: with humility, enthusiasm and a clear commitment to delivering good outcomes for tenants and other customers across South Lanarkshire. He represents the next generation of housing professionals and is a very deserving nominee for Young Achiever in Housing. 

Outcomes and achievements  

Louis’ achievements are clear and measurable. Since joining South Lanarkshire Council as a Modern Apprentice Housing Assistant in September 2024, he has progressed to a Housing Assistant post and, most recently, to a Housing Officer role at only 21 years of age. This rapid progression reflects his ability, commitment and potential within the housing sector. 

His contribution has had a positive impact on service delivery. Louis has supported accurate administration, responded to enquiries, assisted colleagues and helped identify issues affecting tenants, including the incorrect application of VAT to lock-up rent charges. By reviewing the detail and explaining the problem clearly, he helped ensure the matter could be followed up appropriately. 

Louis has also shown growth in his understanding of tenancy sustainment, arrears prevention and tenant support. His progression into a Housing Officer role demonstrates confidence in his ability to manage more complex housing work while maintaining a supportive and professional approach. 

He is a positive role model for apprentices and young people considering a career in housing, showing that enthusiasm, hard work and commitment to tenants can lead to genuine career progression and lasting impact. 

• Individual nominated: Dillan Carter 
• Organisation: Grampian Housing Association Ltd 

Statement of support  

At the beginning of what promises to be a highly successful career in housing, Dillan has already demonstrated exceptional passion, commitment and innovation in improving outcomes for tenants. Through his work at GHA, he has consistently gone beyond the expectations of his role, finding practical solutions to challenges faced by some of the most vulnerable members of our communities. 

One of Dillan's most significant achievements has been his work to tackle digital exclusion. Recognising that many tenants were unable to access services, support networks and opportunities due to a lack of internet connectivity, he took the initiative to register GHA with the Good Things Foundation. Through this partnership he secured SIM cards through the National Databank scheme for tenants experiencing digital poverty. 

Dillan quickly recognised that connectivity alone would not solve the problem. Some tenants had access to data but did not have suitable devices. Demonstrating creativity and determination, he identified opportunities through GHA's Tenant Welfare Fund and helped secure both mobile phones and SIM cards for tenants most in need. 

To date, 16 tenants have directly benefited, helping them remain connected to family, support services, healthcare providers and employment opportunities. His commitment to digital inclusion also led him to spearhead GHA's registration with the Scottish Digital Inclusion Charter. 

These initiatives demonstrate Dillan's ability to identify barriers, develop practical solutions and deliver lasting benefits for tenants. 

Throughout his time as Support Services Administrator, Dillan has consistently sought ways to improve services and outcomes for tenants. 

As the first point of contact for tenants seeking money advice, housing support and energy advice, Dillan demonstrates patience, empathy and professionalism. His approachable manner encourages tenants to seek support at an early stage, often preventing issues from escalating into more serious problems. 

Tenant feedback is consistently positive, with many commenting on his dedication, understanding and willingness to help. His ability to build trust and rapport has enabled more tenants to access support, improving wellbeing, financial resilience and overall quality of life. 

Dillan is equally committed to his own professional development. In 2025 he successfully completed the GEM Programme and achieved his CIH Level 4 qualification. To address homelessness, he also represented GHA through the Aberdeen Task and Activation Partnership (ATAP), promoting available support, encouraging referrals and working closely with partner organisations to maximise opportunities for tenants. 

His commitment to learning, partnership working and service improvement ensures he continually enhances the support available to tenants and communities. 

Dillan's impact extends well beyond the tenants he directly supports. 

In a relatively short period of time, he has become a trusted and respected colleague across the organisation. Staff regularly seek his advice on Tenant Welfare Funds, household support options and available services. He willingly shares his knowledge and works collaboratively with colleagues to ensure tenants receive the most appropriate support. 

His positive attitude, commitment to helping others and willingness to contribute ideas have made him a valued member of the organisation. He actively supports wider service improvement initiatives and consistently demonstrates GHA's values in practice. 

The respect he has earned is reflected in his appointment as Support Services Grants & Engagement Officer in July 2026. This secondment recognises both the significant contribution Dillan has already made and the confidence colleagues have in his ability to continue improving services. 

Dillan combines innovation with compassion, professional ambition with genuine care for people and individual achievement with a commitment to improving outcomes for tenants. Through his work tackling digital exclusion, supporting vulnerable households and inspiring colleagues, he has already made an exceptional contribution to the housing sector and is a highly deserving recipient of this award. 

Outcomes and achievements  

Rachel Byiers, Support Services Manager said: “I fully support this nomination. Dillan’s positive attitude and willingness to learn are evident. He has had a positive impact on the team, tenants and throughout GHA.” 

Feedback from tenants is testament to Dillan’s work ethic. 

“The contact from Dillan was very helpful and he also cheered me up immensely during a very difficult time.” 

“I received great advice from Dillan and the warm home support was implemented perfectly.” 

Dillan embodies the future of the housing sector. His innovative thinking, commitment to learning, dedication to improving tenant outcomes and ability to inspire both colleagues and tenants make him an outstanding nominee. He has already achieved an extraordinary amount and is thoroughly deserving of recognition through this award. 

1. Tackling digital exclusion  

• Registered GHA with Good Things Foundation
• Secured National Databank SIM cards
• Identified lack of devices as a barrier and developed a solution through Tenant Welfare Fund
• Sixteen tenants supported with phones and SIM cards
• Impact on access to services, support and opportunities 

2. Organisational impact  

• Led registration with Scottish Digital Inclusion Charter and GHA sign-up
• Promoted ATAP opportunities and referrals
• Achieved CIH Level 4 through GEM Programme
• Progression to Support Services Grants & Engagement Officer. 

• Individual nominated: Louis Kennedy 
• Organisation: Link Group 

Statement of support  

Link Group is delighted to nominate Louis Kennedy for the Young Achiever of the Year Award in recognition of his outstanding contribution to housing, commitment to customers and communities, and dedication to continuous professional development. 

Louis joined Link Group as a graduate trainee and has embraced every opportunity to broaden his knowledge and skills. From the outset, he demonstrated exceptional enthusiasm, determination and a genuine passion for housing. His positive attitude, willingness to learn and strong work ethic have enabled him to make a significant impact across a variety of roles. 

Throughout his time with Link Group, Louis has gained experience across several service areas, including factoring, sales and marketing, and housing management. He has consistently demonstrated an ability to absorb knowledge quickly, apply it effectively and seek opportunities to improve both services and customer outcomes. Whilst his postgraduate studies provided a strong foundation, it is his drive to continually develop himself, challenge existing practices and learn from colleagues that truly sets him apart. 

During a secondment to the Bathgate housing team, Louis took responsibility for managing a housing patch and quickly demonstrated his ability to deal confidently with all aspects of tenancy management, including rent arrears, anti-social behaviour, annual tenancy visits and tenancy sustainment. He approached these responsibilities with professionalism and maturity, building positive relationships with tenants whilst maintaining a strong focus on positive outcomes. His performance during this period was so impressive that he was successfully appointed to a permanent Housing Officer position, reflecting the confidence Link had in his abilities and future potential. 

Louis is passionate about service improvement and innovation. Through Link's Linking Up programme, he identified an opportunity to review the delivery of waste uplift services and explored the potential benefits of introducing an in-house solution. Rather than simply identifying a problem, Louis undertook detailed research, engaged with colleagues and considered alternative delivery models. His proposal demonstrated a strong understanding of both customer service and value for money, highlighting opportunities to improve service delivery whilst generating significant savings for the organisation. His ability to analyse challenges, identify opportunities and develop practical solutions demonstrates leadership qualities beyond his level of experience. 

Customer care sits at the heart of everything Louis does. He recognises that some tenants require additional support and consistently goes above and beyond to ensure they receive the help they need. One example involved a vulnerable tenant who required urgent medical assistance. Whilst waiting for support to arrive, Louis removed excessive and potentially hazardous rubbish from the property, helping to make the home safer. He then worked collaboratively with support agencies to ensure appropriate support was in place to sustain the tenancy. This compassionate and proactive approach reflects his commitment to improving people's lives. 

Louis has also demonstrated excellent judgement in identifying customers who would benefit from medical adaptations, making timely referrals that enable them to remain independent in their homes. He has recognised when a move would better meet a tenant's needs and successfully advocated for management transfers to more suitable accommodation, improving outcomes for vulnerable customers. 

His attention to detail and communication skills were particularly evident during a new-build handover involving factored owners. Louis worked effectively with contractors and customers to ensure services were established on time and to a high standard, maintaining clear and professional communication throughout. 

Beyond his day-to-day role, Louis is committed to developing both himself and the wider profession. He actively promotes careers in housing, engages with fellow graduates and colleagues, and volunteers for development opportunities. Having successfully completed Link's Aspiring Leaders programme, he continues to share his learning and encourage others entering the sector. His enthusiasm for housing, willingness to support colleagues and commitment to continuous improvement demonstrate his potential as a future leader. 

Louis' impact and potential are best summarised by Lorna Dunsmore, Director of Property Management: 

"Ever since interviewing Louis, he's been bursting with enthusiasm to develop a career in housing. Not only has he put into practice a lot of his postgraduate learning through the University of Stirling, but he has also worked flexibly, learning from colleagues in every role he has undertaken. Colleagues have also learned a great deal from Louis and his positive outlook to problem solving." 

In a relatively short period, Louis has progressed from graduate trainee to Housing Officer, delivering tangible benefits for customers, communities and Link Group. His passion for housing, commitment to continuous improvement, ability to build meaningful relationships and drive to make a difference mark him out as one of the sector's most promising future leaders and a highly deserving recipient of the Young Achiever of the Year Award. 

Outcomes and achievements  

Louis has demonstrated exceptional commitment and impact throughout his career with Link, achieving significant outcomes for customers and the organisation. During his secondment to housing, he successfully managed his own patch, delivering positive tenancy management outcomes, reducing rent arrears and building strong relationships with tenants and partner agencies. His performance and potential were recognised through his successful appointment to a permanent Housing Officer role. 

As a graduate trainee, Louis identified that vulnerable tenants within the private sector leasing service were missing opportunities to access energy-efficiency grants through Warmer Homes Scotland. He developed a referral process and worked collaboratively with colleagues and external partners to improve engagement, helping more tenants access support to reduce fuel poverty and heat their homes effectively. 

Louis has also demonstrated innovation through Link's Linking Up programme. He researched the potential for introducing an in-house waste uplift service, identifying opportunities to improve efficiency, enhance customer service and reduce reliance on external contractors. His work demonstrated strong commercial awareness and a commitment to delivering value for money alongside positive customer outcomes. 

Committed to continuous professional development, Louis completed Link's Aspiring Leaders programme, achieving an SCQF Level 6 Professional Development Award, and undertook trauma-informed practice training to strengthen his understanding of vulnerability and further improve the support provided to customers. 

• Individual nominated: Aidan Lewis 
• Organisation: Falkirk Council 

Statement of support  

Aidan has demonstrated a commitment to housing that extends beyond the requirements of his role. Throughout his career, a consistent theme has been his determination to understand the circumstances behind housing problems, find practical solutions and use what he learns to improve outcomes for tenants, colleagues and the wider sector. 

In his current role as a Housing Officer with Falkirk Council, Aidan regularly supports tenants facing complex circumstances. In one case, approximately £2,000 of rent arrears had accumulated and formal recovery action had commenced while the household was dealing with a cancer diagnosis. Rather than allowing the case to progress solely through enforcement, Aidan worked with the tenants to establish their benefit entitlement and collaborated with a support worker from a cancer charity. This resulted in a successful backdated benefit award, clearing the arrears in full and returning the rent account to a zero balance. 

In another case, Aidan supported a tenant experiencing significant hoarding behaviours who had disengaged from services. Through persistent engagement and partnership working, he helped the tenant access appropriate support and ultimately move into supported accommodation better suited to their needs. These examples reflect his approach to housing: combining professional judgement, empathy and practical problem-solving to achieve sustainable outcomes. 

Aidan applies the same approach to improving services and supporting colleagues. He contributed to work addressing outstanding smoke alarm and electrical safety requirements, helping complete the programme one week ahead of target. Earlier in his career, while learning a new role, he identified a need for clearer guidance and developed a practical training guide. The resource was subsequently adopted by the organisation’s training team for use with new starters. He continues to share his knowledge in his current role, where he has been trusted to support and mentor newer colleagues as they develop their confidence and understanding. 

His commitment to housing also extends beyond paid employment. While studying at the University of Stirling, Aidan volunteered as a Housing Officer with the Students’ Union. He worked with the wider Students’ Union to advocate for students’ housing rights in relation to proposed housing legislation. He also directly supported two international students experiencing separate accommodation difficulties, one involving university accommodation and one involving private accommodation, advocating on their behalf and helping both cases reach successful resolutions. 

Aidan has also sought opportunities to understand housing at a strategic level. As a voluntary board member of Abronhill Housing Association, he has reviewed governance policies, participated in letting decisions and contributed to consideration of rent increases. This has required balancing the association’s financial sustainability and ability to invest in services with affordability and the impact on tenants. 

Alongside full-time employment, Aidan completed a master's of Science in Housing Studies with merit at the University of Stirling, building on professional qualifications in housing practice and housing law and advice. He personally funded much of his professional education and has now applied for Chartered Membership of the Chartered Institute of Housing as the next stage of his development. 

His postgraduate research examined the long-term impact of Right to Buy on housing in Cumbernauld. That work further developed his interest in housing policy and evidence-based practice, and his housing knowledge subsequently led to an interview with The Times in 2026 as part of national coverage of housing issues. 

At an early stage in his career, Aidan has progressed from improving individual housing outcomes to contributing to service improvement, colleague development, student advocacy, governance and wider housing discussion. What connects these experiences is a determination to keep learning and to use that learning to make housing services work better for the people who depend on them. 

Outcomes and achievements  

Aidan’s work has produced clear outcomes for tenants, colleagues and the wider housing sector. In one case, he supported a household with £2,000 of rent arrears after recovery action had begun. By establishing benefit entitlement and working with a cancer charity support worker, he helped secure a backdated benefit award that cleared the arrears and returned the rent account to a zero balance. 

He also supported a tenant experiencing significant hoarding and disengagement to access appropriate services and successfully move into supported accommodation. In service improvement work, he helped complete outstanding smoke alarm and electrical safety activity one week ahead of target. 

Earlier in his career, Aidan created a practical training guide after identifying a gap in guidance for new staff. The resource was adopted by the organisation’s training team for new starters. 

Through the University of Stirling Students’ Union, he supported two international students to resolve separate accommodation problems and contributed to wider advocacy on students’ housing rights. 

Alongside these outcomes, Aidan completed a master's of Science in Housing Studies with merit and contributes voluntarily as a housing association board member, and his housing research led to an interview with The Times as part of national housing coverage. 

• Individual nominated: Rory Fairbairn 
• Organisation: Berwickshire Housing Association 

Statement of support  

Rory joined Berwickshire Housing Association (BHA) in March 2023 as a Customer Experience Advisor (CXA). In his first six months, he was promoted to Senior CXA and most recently to Customer Experience Manager (CXM), leading BHA’s contact centre function. His progress reflects consistent commitment to improving services and delivering better outcomes for customers.  

Rory consistently looks beyond his immediate role to find better ways of supporting customers. He has actively shadowed colleagues in and outside BHA to understand different approaches to customer support and has used this learning to inform his own team’s development. He has also independently explored additional training for himself and his team in areas including benefits assistance and local referral pathways, recognising that giving customer-facing colleagues broader knowledge can help customers access the right support more effectively.  

As CXM, Rory has embraced the move to a new telephony solution for his team and has driven BHA’s focus on resolving customer needs at the earliest opportunity. Under his leadership, his team has achieved an 85% contact resolution rate, demonstrating a clear commitment to making it easier for customers to access the help they need without unnecessary escalation or repeat contact.  

Rory recently refreshed our approach to customer voice and complaints handling. He has been the lead officer on this work for the last six months, implementing a new procedure to capture learnings and improvement actions from complaints, and completing analysis and meetings with customers to develop a comprehensive action plan he owns to prevent repeat instances of the same issues in future.  

Staying calm under pressure and making the right judgement at the right time has become second nature for Rory as he oversees the application and diagnosis of majority of repairs coming into BHA. One customer moving into their new home shared: "Rory’s prompt action has brought amazing results for myself and the flat underneath me. Your proactive approach made a real difference to us and everything has been resolved without delay." 

Alongside this, Rory is responsible for BHA’s out of hours call handling service and takes a lead role in implementing improvement actions. Callum Paterson from BHA’s out of hours contractor CJP Group said: "From the outset, Rory stood out to us with his positive attitude and willingness to go the extra mile. Particularly in an out of hours context, Rory is a first-class collaborator, is calm and solutions focused when challenges arise, and in every case, makes a real difference to our overall success as a team." 

Hive feedback and customer compliments demonstrate the positive experience customers receive, while feedback from contractors, including in relation to out-of-hours services, provides further evidence of the positive relationships he builds across organisational boundaries. 

Rory has shown an exceptional appetite for learning and applying that learning to improve services. He completed the GEM programme in 2025, achieving a Level 4 CIH qualification and CertCIH status, while continuing his professional development alongside increasingly significant leadership responsibilities. 

Importantly, Rory does not keep his learning to himself. He mentors BHA’s 2025/26 GEM, supporting a colleague who is new to both housing and the organisation, and actively develops his own team so they can provide a broader and better service to customers. 

Rory leads by example and his commitment to community extends beyond BHA. Eyemouth born and bred, Rory has volunteered with Eyemouth Variety Group, including directing its annual pantomime, and joined Eyemouth Development Trust to help protect community assets. 

In just three years, Rory has progressed rapidly while consistently bringing others with him. He is an outstanding example of the difference a passionate, ambitious and values-led young housing professional can make. 

Outcomes and achievements  

Rory was promoted to Senior Customer Advisor within his first six months and most recently promoted again into the role of Customer Experience Manager, to lead a team of six people, all his senior.  

Rory has driven BHA’s focus on first-contact resolution for customers, leading his team to achieve an 85% contact resolution rate at the end of 2025/26. This demonstrates his clear commitment to resolving customer needs efficiently, reducing unnecessary escalation and developing his team to improve overall customer experience.  

Rory has built a reputation as a respected leader at BHA who places significant importance on professionalism, completing the GEM Programme in early 2025, achieving his CIH Level 4 qualification.  

His leadership is also reflected in the positive response and feedback shared in our 2025 employee survey with 100% of Rory’s direct reports feeling trusted and empowered to achieve great things in their role, and that mistakes are an opportunity for learning. This is testament to Rory’s commitment to psychological safety. 

Rory’s professional development has delivered wider sector impact, facilitating support and discussion at the Big Conversation in November 2024 after speaking at the Northern Housing Festival in October 2024 on attracting and retaining future housing professionals.