A night of recognition at the CIH awards!

Last week, we stepped into the spotlight at the Chartered Institute of Housing’s prestigious awards ceremony to celebrate two nominations for our commitment to housing excellence! 

The awards we were shortlisted for include Excellence in Professionalism, Learning and Development Award and Housing Team of the Year.

It was wonderful to attend alongside colleagues and customers, and celebrate the team effort involved in the work we’ve been recognised for. You can read our shortlisted entry here.

Here’s a snapshot of the impact we’ve made in the two areas

Excellence in Professionalism, Learning and Development:

• Our quarterly sessions combine training, business news, and a forum for colleagues to share ideas and feedback.
• Flexible online learning modules give colleagues the freedom to learn and develop skills at their own pace.
• Building strong work relationships is key, so we encourage team-building and experiential learning through celebratory workshops and adventurous off-site activities.
• Bi-weekly quality reviews provide structured feedback to boost confidence and improve performance in customer-facing roles.

And these initiatives are paying off, with a fantastic 92.1% of colleagues recommending Llanw as a great place to work!

Housing Team of the Year:

We’re equally proud of Llanw Business Support, our comprehensive customer and repairs support team who make services more reliable for you – our customers. Listening is at the heart of what we do, so we’ve introduced bi-weekly quality reviews for call handlers and Feedback Fridays to make sure the voices of colleagues and customers drive continuous improvement. Our proactive approach, including pest control and preventative repair work, has also made a real difference in the communities we serve. Here’s what we’ve achieved in a year:

• Answered over 5,000 extra calls
• Reduced call wait times by more than 11 minutes
• Cut complaints from 174 to 74
• Maintained 90% positive customer satisfaction following repairs.

A proud moment for Llanw

We’re incredibly chuffed to be nominated for these awards. It’s a recognition of the dedication, professionalism, and teamwork that all of our Llanw colleagues demonstrate every day, and it motivates us to keep pushing forward to deliver the very best service for you.

Sian Macnamara, Business Support Manager, who attended last week’s ceremony said:

“I’m honoured to have represented Llanw at the CIH Welsh Housing Awards last Thursday. It was a brilliant night where housing professionals came together to celebrate the fantastic work happening in the sector. Our Business Support team were nominated for ‘Housing team of the year’, and while they didn’t win, they really deserved the recognition of making the top five. We care deeply about who our people are, champion the right behaviours, take pride in the quality of our work and stay humble about the areas where we can grow. Most importantly, we care about delivering the best outcomes for our customers and making a real difference. A heartfelt congratulations to the entire team!”

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