Excellence in Professionalism, Learning and Development

• Project name: Empower management development programme at Trivallis
• Lead organisation: Trivallis

Statement of support

At Trivallis, Empower was developed by the People Development Manager in direct response to learning needs identified through training needs analysis and feedback from managers and heads of service. Underpinned by values and manager keystone behaviours, the programme provides a structured six-month development journey for new and aspiring managers, combining interactive workshops, practical assignments, peer learning, coaching-style check-ins and ongoing manager support. 

Embedding professional standards across the organisation

Empower aligns management development with the behaviours, knowledge and skills expected of effective leaders. The programme develops emotional intelligence, coaching skills, psychological safety, fair recruitment practices, performance management, data literacy, financial awareness and policy application. Learners are encouraged to reflect on how these skills support ethical decision making, effective leadership and excellent service delivery. Modules such as Managing Teams, Manager as Coach and Building the Team reinforce the professional behaviours required to lead high-performing, strength-based and tenant-focused services. 

Proactively developing learning and development opportunities

Empower is an end-to-end development pathway that includes structured learning, practical application, reflection, networking and leadership exposure. Learners engage with senior leaders and subject matter experts from areas including finance, data and insights and operational services, ensuring learning is linked directly to organisational priorities. Managers are actively involved throughout the programme and are provided with guidance on how to support learning transfer and workplace application. 

Evaluation feedback demonstrates the impact of this approach. Learners consistently described the programme as engaging, supportive, inclusive and confidence-building. Feedback highlighted the safe learning environment, high-quality facilitation and opportunities to participate, reflect and learn from peers. Learners particularly valued the interactive design and the balance of discussions, activities and practical exercises. 

Delivering great outcomes for tenants

Empower strengthens the capability of managers to lead teams that provide excellent services to tenants. The programme includes a strong emphasis on psychological safety, strength-based and reflective practice, coaching, performance conversations, recruitment, data-driven decision making and maintaining a tenant-focused mindset while balancing operational and regulatory requirements. Learners are encouraged to apply learning directly within their teams and reflect on the impact of their actions on colleagues and customers. 

There is already evidence of positive workplace application. One testimonial noted that a learner had implemented learning from the programme in their new role and subsequently secured a permanent Senior Community Housing Officer position. Other evaluations highlighted how learners were applying new techniques, engaging confidently in discussions and demonstrating leadership behaviours in practice. 

Creating a workplace that attracts, supports and retains staff

Empower demonstrates Trivallis’ commitment to investing in people at key career transition points. By providing structured support for new managers, opportunities for peer connection, access to senior leaders and a clear development pathway, the programme helps employees build confidence and succeed in management roles. Learners regularly describe the programme as welcoming, inclusive and supportive, and demand for future cohorts has continued to grow following the success of the first programme. Now the programme has finished, the learners continue to collaborate through regular action learning sets which support the continuation of their learning and working relationships. 

Through Empower, Trivallis is building a confident, capable and connected leadership community that strengthens organisational performance while improving the experience of both colleagues and tenants.

Outcomes and achievements

The programme has achieved exceptionally positive learner feedback, with participants consistently describing the experience as engaging, inclusive, supportive and confidence-building. Learners particularly valued the interactive learning approach, practical activities, peer discussions and opportunities to reflect on real workplace challenges. The quality of facilitation and the creation of a psychologically safe learning environment were recurring themes throughout evaluations. Out of the 18 learners on the first cohort, three (who were in secondment roles) went on to secure permanent management positions after completing the Empower programme. A peer voted learning award was also given to the learner that the group felt had had the most impact in their role over the six-month journey. 

A key achievement has been the application of learning in the workplace. Feedback from managers and peers has highlighted increased confidence, improved leadership behaviours and the implementation of new management techniques. Learners were recognised for demonstrating strong leadership, reflective practice and active contribution to organisational discussions. 

The success of the first cohort has generated demand for additional cohorts, strengthening Trivallis’ commitment to developing future leaders, supporting career progression and building a confident, capable and connected management community. 

• Project name: Dawsons Link with Gower College
• Lead organisation: Dawsons Estate Agents
• Partner organisation: Gower College

Statement of support

At Dawsons, we believe professionalism is not simply a qualification or a compliance requirement. It is a culture of continuous learning, shared knowledge and personal development – ultimately resulting in better service and better outcomes for the tenants and landlords we support.

As a long-established Welsh estate agency, we recognise that the private rented sector is increasingly complex. Legislation, regulation, technology and customer expectations continue to evolve, and our people need the knowledge and confidence to evolve with them. Our response has been to make learning and development an integral part of working at Dawsons.

A key example is our pioneering partnership with Gower College Swansea. Dawsons was the first estate agent to undertake the college's specialist residential lettings programme, created specifically to address the skills and knowledge required within the Welsh PRS.

Four cohorts of six Dawsons employees – 24 people in total – have completed Level 2, with a further five colleagues now progressing through Level 3. With approximately 45 employees across our lettings team, this represents a significant commitment to professional development across the department, rather than investment in a small number of individuals.

The impact has been broader than gaining a qualification. The programme has expanded our team's knowledge, challenged and reinforced the expertise our experienced colleagues already possess, and created a shared understanding of best practice. It has also demonstrated to our people that their employer is prepared to invest in their careers and support them to continue developing, whatever stage they are at.

This investment is supported by Dawsons Training Wales, giving our people access to structured learning and professional development throughout their careers. We believe that someone working in lettings should never stop learning simply because they have gained experience. Experience is valuable; combining it with recognised learning, current legislation and continual development makes it stronger.

The benefit ultimately reaches tenants. Better-informed and more confident property professionals are better equipped to explain processes, understand responsibilities, communicate clearly, identify issues and provide appropriate guidance. The Gower College programme itself was developed around the realities of residential lettings in Wales, including legislation, contract management, customer service and the practical responsibilities of working within the PRS.

Our approach also supports a positive working environment. Providing genuine opportunities to learn, progress and gain recognised qualifications demonstrates that our people are valued and that development is part of their career journey. The progression from Level 2 to Level 3 is evidence that colleagues are choosing to continue that journey.

We are proud that this commitment has extended beyond our own organisation, helping strengthen links between education and the Welsh housing industry and contributing to the professionalisation of the wider PRS.

For Dawsons, excellence in professionalism means investing in people every day. We develop knowledgeable, confident and capable teams because we know that when our people are supported to be the best they can be, our tenants and landlords receive a better service as a result.

Outcomes and achievements

Dawsons has embedded professional learning into the culture of its lettings team, with measurable engagement and progression:

• 24 employees have completed the Level 2 residential lettings programme through Gower College Swansea.
• A further five employees are currently undertaking Level 3, demonstrating continued progression rather than a one-off approach to training.
• With approximately 45 employees in the lettings team, a significant proportion of the department has engaged in recognised professional development.
• Dawsons was the first estate agent to undertake the specialist programme with Gower College Swansea.
• Learning has expanded employees' knowledge while reinforcing and validating the expertise of experienced practitioners.
• The programme has created greater consistency in knowledge and professional standards across the lettings team.
• Dawsons has strengthened its relationship with Gower College Swansea and contributed industry knowledge to education designed specifically around the Welsh PRS.
• The progression from Level 2 to Level 3 has created a clear pathway for colleagues who want to continue developing their careers.

The ultimate outcome is a more knowledgeable, confident and professionally developed lettings workforce, better equipped to communicate clearly, navigate the complexities of the Welsh PRS and deliver a high standard of service to tenants and landlords.

• Project name: Housing Trainee Programme CIH qualifications
• Lead organisation: Adra (Tai) Cyfyngedig

Statement of support

The Adra Housing Trainee Programme was established to address a workforce planning need within the organisation and to create a sustainable pipeline of talent for key operational roles. Over time, Adra identified that vacancies regularly arose within its customer and communities departments, often requiring significant recruitment efforts. The trainee programme was therefore developed as a proactive solution to ensure that suitably trained and experienced individuals would be available to fill future vacancies as they emerged, while also creating valuable employment and development opportunities for local people.

The programme is delivered over a two-year period and provides trainees with a structured learning experience across the customers and communities department. This approach enables participants to gain a broad understanding of housing services and the diverse range of activities undertaken by Adra. By rotating across different teams and functions, trainees develop practical skills, knowledge, and experience that equip them for a variety of housing-related roles.

Within the department, trainees are exposed to key areas of frontline service delivery. This includes working alongside customer service professionals, understanding tenant enquiries, supporting complaint resolution processes, community engagement, tenancy sustainment, neighbourhood management, and initiatives designed to improve the wellbeing of residents and communities. 

A key strength of the programme is its emphasis on combining practical workplace experience with formal learning and professional development. Throughout the two-year programme, trainees are encouraged to take increasing levels of responsibility while receiving guidance and support from experienced colleagues and managers. This allows them to build confidence, develop professional competence, and apply their learning within real-life work situations.

To further support their development and future career prospects, trainees enrolled on the programme are also supported to undertake a professional qualification through the Chartered Institute of Housing (CIH). The CIH qualification provides participants with a recognised industry-standard understanding of housing management, housing policy, customer services, and professional practice. Combining workplace experience with a nationally recognised qualification ensures that trainees develop both the practical and academic knowledge required for a successful career in housing.

The inclusion of the CIH qualification demonstrates Adra’s commitment to investing in its workforce and supporting professional standards across the organisation. Trainees benefit from gaining recognised credentials while simultaneously developing hands-on experience within a housing association environment. This dual approach enhances their employability and prepares them for future progression opportunities within the sector.

The long-term objective of the Housing Trainee Programme is to build organisational resilience by creating a pool of skilled and knowledgeable employees who are ready to step into permanent positions when vacancies arise. By investing in trainees and equipping them with both operational experience and professional qualifications, Adra is able to develop future talent from within the organisation while reducing reliance on external recruitment.

Overall, the Adra Housing Trainee Programme represents a strategic investment in people, skills, and succession planning. Through its structured two-year programme across the customer and communities departments, combined with enrolment on a CIH qualification, the initiative provides trainees with an excellent foundation for a career in housing while helping Adra meet its future workforce needs and continue delivering high-quality services to its customers and communities.

Outcomes and achievements

We have supported over 20 staff to complete CIH qualifications.

We currently have eight staff studying a CIH qualification.

There are two trainees currently employed with Adra and a further four who have completed the traineeship and gained full time employment with Adra. 

• Project name: Summer Temp Programme 2026
• Lead organisation: Tai Tarian

Statement of support

While the programme has existed for several years, it has recently been reinvigorated to maximise its impact on participants and the organisation. This renewed focus has strengthened the structure of the programme, increased the level of support available to participants, and enhanced the learning and development opportunities offered throughout the placement. 

The recruitment of 18 temporary employees in 2026 demonstrates the programme's growth and continued commitment to creating meaningful pathways into employment. Participants were provided with the opportunity to experience a formal recruitment process, receive workplace training, and work alongside experienced colleagues who supported their development throughout their placement. 

Over the past two years, the Summer Temps Programme has created opportunities for individuals who may otherwise have limited access to workplace experience. The programme has helped participants: 

• Gain confidence in a professional working environment. 
• Experience a formal interview and recruitment process. 
• Develop transferable employability skills. 
• Build relationships with experienced professionals. 
• Increase awareness of career opportunities within the housing sector. 

The recruitment of 18 summer temps in 2026 demonstrates both the ongoing success and growing impact of the initiative. Through continued investment in learning and development, Tai Tarian is supporting future talent, strengthening community connections, and helping individuals take positive steps towards employment and career progression. 

The programme is much more than a temporary employment scheme. It provides individuals with an opportunity to gain valuable workplace experience, develop confidence, enhance employability skills, and explore future career opportunities. By recently revitalising the programme and recruiting 18 summer temps in 2026, Tai Tarian has reaffirmed its commitment to investing in people, supporting local communities, and developing the next generation of talent. 

Testimony from Fenn Edmunds (2026 employee): "I completed the summer placement at TT after finishing my GCSE’s, I had never worked before and was unsure what’s career paths were out there. My time at Tai Tarian gave me some vital skills for my future, confidence, experience, customer service skills and a real feel for teamwork and supporting the community. It also gave me the confidence to apply (and be successful) for a part-time job while studying. I will certainly consider a career in housing once I complete my A levels and degree."

Testimony from Adrianne: Housing Officer Adrianne started her Tai Tarian journey as a summer placement completing business support administrative tasks after hearing about it from a close connection. 

Adrianne said: "Joining as a summer temp and subsequently getting a BSA appointment has been a brilliant opportunity for me. Completing a summer placement gave me great insight into the organisation and the career opportunities which I may not have been aware of if I had not had the opportunity to join as a summer placement. As a result, I applied and was successful for a permanent role as an income assistant.  I’m really enjoying my current role and as a BSA you need to be committed, organised, and have good time management. If you think it could be for you, I would one hundred percent go for it. You don’t know where that first placement will take you as I have since progressed even further into an officer post.  

Testimony from Taylor Mordecai: "Taking part in the Family and Friends Programme at Tai Tarian opened up a range of new opportunities for me to engage with the community and gain a better understanding of the different aspects of housing.  

"It gave me the chance to meet and speak with tenants, experience different areas of the organisation, and gain an insight into how the various departments work together to support the community. 

"The programme also helped me to develop my confidence, particularly when communicating with new people and building positive relationships with tenants and colleagues.  

"These experiences have been valuable in my career as a teacher, where building positive relationships with pupils, parents, colleagues and the wider community is an important part of my role.

"Working alongside different teams at Tai Tarian allowed me to broaden my communication and interpersonal skills, while gaining a valuable understanding of the organisation and the communities it serves."

Outcomes and achievements

As a housing association, we typically operate with fixed resource. Our ‘managing by hours’ exercise highlighted the impact large periods of annual leave was having on both staff in terms of workload and tenants where less resource could affect our ability to give great service. A core purpose of the programme was aimed at scaling our ability to ensure service standards are consistent and a priority approach to task.  

The programme sits within our commitment to the communities we serve and is a scheme that sits alongside manual placements in our neighbourhood services, housing trainees , copper foundation and apprenticeships. 

Our aim is also to promote housing as a career – we are all familiar with housing often being referred to as a career that people just happen to come across whereas we would like to introduce it much earlier on in terms of career information and planning.  

Tai Tarian' Summer Temps Programme has been running for several years, providing valuable short-term employment opportunities for local people and helping individuals gain practical workplace experience. More recently, the programme has been refreshed and given renewed focus as part of our commitment to supporting learning, development, and future talent within our communities. 

In 2026, the programme recruited 18 summer temps, representing a significant investment in providing young people and those with limited work experience the opportunity to enter the workplace, develop professional skills, and gain insight into careers within the housing sector.