All-Ireland Housing Awards 2025
Read all the shortlisted entries into this award category, learner of the year, at the All-Ireland Housing Awards (AIHA) 2025 and find out who won the award on the night.
This award honours individuals who have demonstrated exceptional commitment to their professional development through their engagement with CIH training, qualifications, apprenticeships, and continuous professional development (CPD) opportunities.
This award was sponsored by TDS Northern Ireland.
Winner
Emma Thompson from Choice Housing
Statement of support
Emma Thompson joined Choice Housing in May 2019. During that time her commitment to professional growth, active involvement in training programmes, and determination to enhance her skills, propelled her from an administrative assistant to housing officer within just five years, which also included a period of maternity leave.
This career progression alone is impressive, but Emma has gone above and beyond in her role as housing officer, consistently demonstrating maturity, empathy, and professionalism in all aspects of her work.
Since the start of her employment with Choice, Emma has demonstrated exceptional commitment to her personal development by completing a CIH Level 3 qualification in Housing whilst juggling the responsibilities of her full-time administrative role. She eagerly shadowed her colleagues and sought opportunities to learn new skills and, when a position for a trainee housing officer became available in 2023, Emma applied and was successfully appointed to the role.
After successfully achieving the CIH Level 3 qualification, Emma immediately began studying for the CIH Level 4 qualification in housing. She diligently worked through a comprehensive checklist of tasks, constantly asking questions, attending training, and shadowing colleagues to gain practical experience. Emma's proactive and professional approach meant that she was quickly entrusted as a trainee to deliver all aspects of a housing officer role. Her determination and experience paid off when she successfully completed her CIH Level 4 qualification in Housing and she has secured a full-time permanent housing officer position.
Emma's ongoing commitment to her professional development is also demonstrated through her engagement in continuous professional development (CPD) activities. She has consistently embraced opportunities to further her knowledge by completing training courses in addition to the essential training required for her role. These include courses on suicide awareness training, and recruitment and selection. Emma’s dedication to completing these courses reflects her understanding of the importance of continuous learning in her role as a housing officer.
Emma’s application of her learning in her day-to-day role has already led to positive outcomes within her designated area. Since taking on her housing area patch, Emma has made significant improvements to the environment and quality of life for tenants.
- In her first month as a housing officer, Emma sensitively tackled a complex hoarding issue. Emma spent time with the tenant building up a relationship where she worked with him to clear out sections of his home, bit by bit, to get to the point where contractors are able to enter the flat. When dealing with this issue, she was firm but reassuring with the tenant, giving them small task to complete by the following week. In a short period of time, with care and sensitivity, Emma achieved a positive outcome.
- Emma successfully worked with Belfast City Council to resolve a long-standing complex bin access issue at a housing scheme. Her persistence and problem-solving skills led to a favourable outcome, much to the satisfaction of tenants and local business owners.
In addition, Emma has tackled issues of anti-social behaviour (ASB) with great efficiency, quickly intervening in several cases to prevent escalation. Her proactive approach to these matters has had a significant positive impact on the individuals and communities she serves.
Outcomes and achievements
Emma has made herself consistently available and approachable to tenants, offering support and advice where needed. She is also a mentor within her team for new staff to offer guidance and support. Her work ethic, coupled with her approachable demeanour, has built trust and strong relationships.
Carrie Fagan | Business support officer
“Nothing is too much trouble for Emma. She is always happy to assist, support and encourage others. Emma is an excellent role model for Choice colleagues with her passion for housing work and complete focus on providing a quality service to Choice tenants.”
Cathy Doyle | Choice area manager
“Emma is a real asset to the team. She has demonstrated exceptional commitment to her professional development through her engagement with CIH training, qualifications, and continuous professional development (CPD) opportunities. Her dedication to learning and professional growth make her a deserving candidate for this award.”
Shortlisted entries
Andrew Tierney - Simon Community
Application entry
- Individual nominated: Andrew Tierney
- Organisation: The Iveagh Trust
Statement of support
The Iveagh Trust is proud to nominate deputy estate manager Andrew Tierney for the learner of the year award. Andrew began his journey with the Trust as a caretaker at Annamore Court, one of the Trust’s estates in Ballyfermot. After a year in this role, he transitioned into his current position as deputy estate manager for the Southside Estates. His passion for a career in housing was sparked during his time as a caretaker.
When asked about his career choice, Andrew recalls a tenant sign-up where he had the privilege of showing two new residents their future home. Their emotional reaction -tears of relief and joy after facing significant housing challenges during the Celtic Tiger era - left a profound impact on him.
- “This experience inspired me to commit to a career in social housing, knowing I wanted to make a lasting impact on people’s lives,” Andrew shared.
Since becoming a deputy estate manager, Andrew has demonstrated a steadfast commitment to professional growth through active engagement with CIH training, qualifications, and continuous professional development (CPD).
Highlights of Andrew’s professional journey include:
- Serving as a board member of CIH Futures Ireland, where he contributes to advancing the housing sector and supporting emerging professionals.
- Attending the 2024 All-Ireland Housing Summit in Belfast to enhance his knowledge and expand his professional network.
- Completing Level 2 CIH qualifications, building a strong foundation in housing management principles.
- Participating in various workshops focused on mental health, earning three certifications through the HSE. Mental health has become a personal passion, and Andrew plans to pursue further education in this field to better support tenants.
In his daily role, Andrew consistently applies his learning to deliver impactful outcomes for both tenants and colleagues.
Looking to the future, Andrew aspires to become an estate manager, overseeing a diverse portfolio of apartments and houses. His vision includes inspiring and mentoring young professionals to join the social housing sector and continuing to serve as a role model for professional development. Even after his tenure on the CIH Futures board concludes, he remains committed to nurturing future talent and supporting his team’s growth - both professionally and personally.
Testimonial from John Barrett (Andrew Tierney’s reporting manager)
- "As Andrew's manager, I can confidently say that he is a highly motivated professional with an unwavering commitment to continuous professional development. He actively seeks opportunities to enhance his skills and knowledge, whether through training, certifications, or sector events. Andrew’s proactive approach to learning is evident in the way he applies new insights to his work, consistently delivering high-quality outcomes that benefit both residents and the organisation. His passion for the housing sector, combined with his drive for self-improvement, makes him an invaluable member of the team and a future leader in the sector."
Outcomes and achievements
Andrew Tierney's key contributions:
- Leading mental health initiatives for tenants, collaborating with Approved Housing Bodies (AHBs), mental health teams, and support services to ensure tenants receive the care they need.
- Playing a pivotal role in onboarding new housing schemes, ensuring smooth transitions for staff and residents.
- Coordinating a robust Resident Committee Network to foster tenant engagement and community cohesion across the housing portfolio.
- Managing high-profile tenancy cases with empathy and professionalism, maintaining a tenant-centered approach while addressing operational responsibilities.
Abbie Newhouse - Apex Housing Association
Application entry
- Individual nominated: Abbie Newhouse
- Organisation: Apex Housing Association
Statement of support
Over the last 18 months, Apex Housing Association (Apex) has had the opportunity to support Abbie Newhouse in her role as housing apprentice. This new role within the organisation has been developed to sit alongside the recently introduced L3 in Housing Practice. From the outset, the team at Apex have been consistently impressed by her dedication and her motivation to learn new skills.
Abbie is known within the housing department for her empathic and active listening skills which she uses on a daily basis with tenants. Her ability to communicate the complex application process for universal credit (UC) in an understandable manner has been invaluable at tenant signups, resulting in tenants getting off to a good start in their new homes. She has a genuine interest in people and leaves a hugely positive impression which is acknowledged by tenants and staff alike.
Every task has been taken on with enthusiasm and completed to a high standard. As a result, she has been trusted to work on tasks independently such as managing the UC verification system for the team. Abbie played a key role ensuring more than 2,600 tenancies were verified through the UC portal, keeping meticulous records and notifying relevant team members for any necessary follow up. She did this all while maintaining the best customer service and effective communication with tenants. This ensured rent accounts did not fall into arrears and tenants received all financial assistance available to them, thereby preventing any hardship.
Her calm, measured and mature approach are but a few of her key strengths. Abbie takes ownership and pride in her work and has a ‘can do’ approach which is widely respected by her peers and tenants.
Abbie’s mentor, Michaela, commented:
- “Abbie is a breath of fresh air. Her enthusiasm for her work and self-motivation makes managing her a dream. She has an inquisitive mind and brings a fresh perspective to situations which can bring a new viewpoint. Abbie fully embodies Apex’s core values of ‘We care, We take ownership, We do things well, We work together and We show respect’; and has a very bright future ahead of her.”
Abbie has also gained respect for her academical abilities to the extent that she was nominated by North West Regional College (NWRC) for the Department for the Economy’s Apprentice of the Year Awards 2025.
Abbie’s tutor at NWRC commented:
- “Abbie has gone from strength to strength in her time here at the college. This is evident in her participation in class discussions, through her written assignments and through observations of practice. Abbie has assimilated the knowledge provided and has with ease translated the theory into practice. Abbie has a very professional, person-centred approach to her work and is a reflective practitioner, always seeking to improve. Abbie conveys a genuine empathy for customers as she supports them, working to provide the best possible outcomes. It would also be remiss of me not to mention Abbie's support for her peers in class when leading on discussions or in breakout rooms when we are delivering online.”
Abbie has successfully completed the first year of her academic qualification and attended a variety of learning opportunities on topics such as tenant engagement; traveller cultural awareness; conflict resolution; adult safeguarding; and AED and emergency first aid; to name a few.
Abbie has fully embraced her CIH membership and has recently joined CIH Futures which is aimed at young professionals who want to be involved in shaping the future of the housing sector. She also attended the CIH All Ireland Summit in November 2024 where she confidently networked with housing professionals of all levels and discussed the key issues facing the sector.
Outcomes and achievements
Abbie has demonstrated exceptional problem-solving, technical knowledge and customer services skills.
During the handover of a new development in Ballycastle in early 2024, she was instrumental in the allocation process, carrying out viewings with applicants and providing advice and guidance on procedures. This was even more significant given that the scheme consisted of Cat1 properties with most tenants aged over 70 with complex health needs. She continued to liaise with applicants, completing commencement of tenancy visits at six weeks; and carried out reviews of rent accounts ensuring that everything was in place for tenants to sustain their tenancies, including universal credit applications and rates applications.
Abbie has demonstrated a keen eye for detail. During the implementation of a new system and process at Apex relating to anti-social behaviour, Abbie developed quick reference training guides to assist staff. This ensured a smooth transition with minimal errors. She also worked alongside the tenancy support team to develop and test the guides prior to rollout.
In summary, Abbie’s outstanding skills, achievements and dedication to her professional development makes her an ideal candidate for the learner of the year award. Apex is confident that Abbie will continue to excel and make significant contributions within the housing sector.
