National Apprenticeship Week 2019: Danny’s story

Here’s Danny who works as a Housing Services Processing Officer at Riverside, and his role involves looking after customers’ accounts across the country. The 28-year-old is studying Housing Management level 2 with the Chartered Institute of Housing, and thanks to the Apprenticeship Levy it has given him the chance to gain a professional qualification and develop his skills further.

What does your job entail?

My role in the income collection department is quite varied with lots of different administrative duties carried out. This involves preparing witness statements, issuing rent refunds, processing Universal Credit claims, verifying rent, making court applications, logging eviction jobs, making bailiff appointments, sending court outcome letters to tenants, dealing with tenancy management general enquiries, liaising with courts to chase court dates, eviction dates, and processing stay hearings.

Can you tell us more about what you are learning and about the course?

The Housing Management Level 2 is a 12-month course, learning about housing legislation and tenants’ rights within tenancies and housing associations. I will be attending monthly workshops, while also taking 20% of my working week to complete study work and do extra research. The course is mainly online learning and email contact with my personal tutor.

Would you recommend the course and doing a professional course (Apprenticeship) to others?

Yes! I have done several apprenticeship courses over the years since I had to leave university without a degree! I went straight into full time work where I was able to complete my level 2 and 3 NVQ in health and social care, which gave me better opportunities when applying for other jobs. I then completed a business admin level 3 BTEC in my last place of work. I would always recommend doing some type of qualification while working.

How will doing this course help our tenants/customers?

Increasing my knowledge of housing legislation will help me address any queries any customers may have. It will also enable me to think about new ideas and ways of working, as this is a new position and management are receptive to better ways of working and interacting with customers. I am looking to expand my knowledge and put my new experience into practice, as well as hopefully progress within Riverside.

Do you have a plan or future goal at work that you hope to achieve?

I would like to work up to a manager/director level within Riverside. Ideally once I have completed my level 2, I will then progress on to level 3 and would like to continue until I have completed all the housing management CIH qualifications which is level 7, the postgraduate certificate.

Is doing this professional qualification helping you to achieve your own career aspirations and passions?

Since leaving university I have aspired to get myself into a career with actual progression opportunities, joining Riverside and seeing how many opportunities that the company provide was a real positive for me. The sheer number of different learning opportunities found on our in-house learning zone portal gives me real confidence that I will always be able to have the opportunity to do training to help further my own development, which has been my main aspiration since university didn’t quite pan out.

How are you managing a work and life balance – working and learning?

Luckily I don’t have many home commitments other than the pooch. I have struggled in the past with working at home so I have found that allocating myself time within Riverside is really supportive and allows 20% of my work week to be allocated to any training I am doing, which is really beneficial for me.