• Individual nominated: Beth Canham
• Organisation: Hafod Housing Association

Statement of support

Beth Canham, neighbourhood income coach, age 26.

Beth began working at Hafod as a customer services advisor in 2018. Managers quickly realised that she had a flair for housing; she was customer-focused and motivated to go above and beyond to understand customers’ needs and in April 2019 she became a neighbourhood housing assistant before quickly progressing to the role of neighbourhood income coach in March 2021 - achieving two promotions in the space of three years, during what was a difficult time for housing professionals due to the pandemic. This rapid rise has been driven by Beth’s tenacity and dedication.

Beth is proactive, passionate, enthusiastic and always contributes new ideas. Beth is always looking to find solutions to problems. An example of this can be seen in the way that, due to the lack of area offices, she has recently taken to working from the local foodbank one day a week.

Beth was keen to be present in the community to help Hafod customers access vital food resources and to also be directly accessible to those in the area who needed help and support. Beth is working to break down barriers and the stigma associated with accessing the foodbank by being available to customers who may not have otherwise accessed this resource. In addition to this she is building a good partnership with Trussel Trust volunteers and recently advocated for a sizeable donation to that foodbank, hand delivering the items herself. She received the following praise:

"On behalf of Bridgend Foodbank, I want to say a huge thank you for the generous donation of food. As a charity, we have been able to supply the most vulnerable in our community with emergency food. None of this would have been possible without your help and for that we are eternally grateful. You are what keeps this charity and its vital work going.”

Beth works hard to ensure customers get the support and help they need. She often accesses our internal hardship fund to not only assist customers with food, fuel, household items but also in helping them to “thrive”, not just survive.

Beth has run two summer “In your community events” throughout August, leading on both the planning and promotion, despite this not being her primary role. The events were successful, and Beth recently said to me “I can’t believe I'm being paid to do this”. This shows her positive, can-do attitude. Where some would shy away from stepping up to organising these events Beth went the extra mile for customers, ensuring an ice-cream van was in attendance on the day and that the children were kept entertained with activities.   

Beth is always the first to volunteer when I need assistance. She works hard to keep our website up to date and recently assisted in preparing a housing showcase stand for a colleague conference event, which was a big success. Beth is also part of our coaching task and finish group. In this group Beth recently advocated for a change of responsibility with our four-week visit form, which was welcomed by our head of housing and is now part of our process. Beth also helps in the organisation of our Christmas Kindness campaign, hand delivering toys to customers in need.

Beth is a shining light within our housing services team and is one to watch for the future. She would be deserving of this award as she strives to make a positive difference to people’s lives, and always with a smile on her face.

Outcomes and achievements

Beth is an inspiration to her colleagues and customers. She often receives compliments from both, due to her willingness to help and go the extra mile. I received the following compliments:

“I'd like to say thank you so much for the B&Q voucher, it has really helped me so much as I've managed to totally paint my children's room top to bottom and they absolutely love it I couldn't have done this without the help I received so I'd like to say thank you so much once again.” Customer who contacted Beth for support.

“We had a frustrated leaseholder attend head office regarding setting up a DD for service charges. Beth was able to assist and actioned this straight away for me and was an absolute star, the leaseholder was extremely pleased, and we avoided a complaint being actioned.” Customer service team.

Despite this not being Beth’s department, she stepped forward to assist a colleague in need, resolving the query effectively and demonstrating that she's a real team player.

Following Beth’s assistance at Christmas one customer said:

 “I didn’t believe in Santa Claus until now... thanks so much for your help.”

• Individual nominated: Lewis Johnson
• Organisation: Newport City Homes

Statement of support

At 27, Lewis is a modern professional, who quickly developed into a dynamic leader within the strategy, performance, and risk environment in the social housing sector in Wales. Driving the modernisation of approaches to strategy, performance and risk, enabling the association to identify and implement, and to define and deliver on their ambition. Lewis takes a ‘whole association’ perspective, believing in the strength of the team over personal ambition.

This year, Lewis has successfully led a high performing team with a wide portfolio focused across strategy, performance, policy, risk and business continuity, delivering continuous improvement, and making significant impacts to each throughout the association.

Taking the lead role in implementing the association’s strategic planning framework, by aligning budget setting and the delivery of strategy 2025. Following this, the ‘Insights’ project, underpinned the strategic, corporate, and operational integrated performance reporting. Lewis collaborated with senior colleagues and multiple support and operations teams to provide quality reporting on progress, performance, operating environment, and financial metrics, enabling colleagues to make informed decisions.

The real difference made was how Lewis has ‘brought to life’ the association’s risk management and assurance frameworks, taking concepts that were words on a page to a dynamic and proactive management tool that colleagues from board, executive, resources, and operations teams’ value and use. In developing a vision of ‘Next Generation Audit and Assurance,’ his approach has become the catalyst for a culture change that places risk management as a powerful tool to support the association to take the risks it needs to take to achieve its priorities.

Lewis has established a very productive partnership with the association’s internal auditors, embedding a highly effective approach that uses assurance practices to support excellent decision-making. The approaches utilises the ‘how do we really know?’ question to measure effective management controls. Innovatively using risk management, alongside strategy and performance to drive improvement is a combination not often seen and delivers meaningful results. Supporting colleagues throughout the association, Lewis has enabled them to build their confidence around managing risk and supported the association to do something different.

What Lewis has put in place, not only provides the association with assurance and business intelligence that informs decision-making but enables colleagues to take the steps necessary to shape the future of the association and impact the Welsh housing sector. As one of only two Welsh sector representatives, Lewis has recognised from across the UK as an achiever and future leader by Inside Housing’s #40under40 and Housing Today’s Top 30 Housing Champions respectively, and his approach has been highlighted as a ‘new way’ to do effective risk management.

Working at pace, Lewis delivers high quality content, effectively communicates, and provides support to multiple directorate teams, quickly establishing a track record for using a variety of frameworks and skills to drive the association forward. Colleagues are comfortable in seeking out Lewis for advice and guidance and feel that ‘good things happen when Lewis is around.’

Lewis possesses a rare ability to horizon scan and use this strategic foresight to create a compelling vision of the future that colleagues at all levels can buy into. His adaptability is a key asset in delivering on the association’s ambitions, excelling within both strategic and operational environments. He is an outstanding individual who has already achieved so much and will undoubtedly shape the future of the housing sector.

Outcomes and achievements

As part of his desire for Newport City Homes (NCH) to continuously improve, Lewis upskilled the association, in particular managers to develop assurance maps. Leading to direct service improvements and benefits to the association's customers. Results from the implementation of this innovative approach including:

• Developing a partnership with internal auditors, which redefined audit and assurance at NCH, creating an entirely new culture focused on ensuring the best customer experience and safety
• Lewis was integral to the development and functioning of a new joint customer panel to provide the voice of the customer in the proposed merger NCH and Melin Homes. Working with the panel directly on risk, assurance and scrutiny. Building high levels of trust and confidence with customer panel members.
• Lewis directly influenced the development of an approach for the community use of NCH land and buildings to help community groups develop and thrive. A recent example, involved an unused commercial building being repurposed as a community hub for the Newport Sudanese community
• Lewis was pivotal in working with the association to introduce a new approach to assess and prioritising work needed to tackle damp and mould and improvements to the identification and support provided to customers experiencing vulnerability.

• Individual nominated: Louisa Thomas
• Organisation: Valleys to Coast

Statement of support

Valleys to Coast is proud to nominate Louisa Thomas for the young achiever in housing award. Louisa has demonstrated exceptional dedication, professionalism, and care in her role, consistently going above and beyond to support vulnerable customers and manage challenging situations with skill and compassion.

A standout example of Louisa’s incredible work is her response to the recent flooding that affected homes in Bridgend. As the on-call community housing partner, Louisa attended the homes at night and personally spoke with all 12 customers directly impacted by the flooding. She took full control of the situation, managing it from start to finish. Louisa quickly arranged alternative accommodation for those displaced by the floods, finding hotels, Airbnbs, or family placements. For customers without suitcases, she even organised luggage to help them take essential belongings to their temporary homes.

Louisa meticulously handled the entire process, working with insurance companies to ensure that the damage costs were covered. Her organised nature shone through as she created a detailed spreadsheet outlining all tasks and delegating them effectively to colleagues, ensuring that no customer was overlooked. Her ability to calmly manage a crisis, communicate clearly with customers, and ensure all needs were met highlights her leadership and problem-solving skills.

Louisa’s remarkable professionalism is equally evident in her ongoing support of vulnerable customers. One such case involved Lynda Jones, an elderly customer with complex needs and no family or agency support. As Lynda’s health deteriorated, Louisa identified the increasing risks to her wellbeing and took action. She arranged joint visits with GPs to assess Lynda’s mental capacity and advocated for additional support to help Lynda continue living safely in her home. Louisa’s persistence in pushing for the right interventions and services ensured that Lynda received the care she desperately needed.

Louisa also secured funding from Habitat Joy to make Lynda’s home safer and worked with other agencies to coordinate a better support system. Her ability to build relationships with both the customer and service providers, while remaining firm in her advocacy for Lynda, showcases her strength in safeguarding vulnerable tenants.

Beyond these specific examples, Louisa’s commitment to Valleys to Coast and her colleagues is exceptional. Even in her previous role in the Hub, she demonstrated her talent by providing thorough, in-depth responses to customer queries, and always asking the right questions to ensure the best outcomes for customers. She supported the income team and took on housing-related work long before officially moving to her current role. Her desire to become a community housing partner was evident from the moment she joined Valleys to Coast, and she has pursued this career path with focus and passion.

Her approachable and supportive nature has earned her the trust and admiration of her colleagues. Louisa is the go-to person for advice and guidance across the business. Her signature phrase, “You’re all good,” puts people at ease and reassures her colleagues when they are dealing with difficult situations. Louisa’s wealth of knowledge and her willingness to share it with others demonstrate her commitment to the overall success of the team.

Louisa’s ability to balance her own caseload while supporting her team and mentoring colleagues is truly impressive. Her career focus and her exceptional problem-solving skills make her an invaluable asset to Valleys to Coast and a strong candidate for the young achiever in housing award.

Outcomes and achievements

Louisa Thomas has made a tremendous impact at Valleys to Coast, both through her work with individual customers and her contributions to the wider team. In response to the recent floods in Bridgend, Louisa successfully managed the emergency housing needs of all affected customers, ensuring they were safely moved into suitable accommodations, organising necessities like suitcases, and coordinating with insurance companies to cover the costs of the damage. Her quick thinking and organisational skills ensured the crisis was managed effectively with minimal disruption to those affected.

In her work with Lynda Jones, Louisa’s dedication and persistence resulted in critical improvements to Lynda’s living conditions. By coordinating joint visits with GPs, securing funding for home safety, and holding services accountable, Louisa ensured that Lynda received the support she needed to live safely in her home.

Louisa’s achievements extend beyond these individual cases. Her strong leadership, mentoring, and willingness to share her knowledge have strengthened the entire team. Louisa’s career focus, creativity in solving problems, and dedication to providing exceptional support make her an outstanding candidate for the young achiever in housing award.

• Individual nominated: Akshita Lakhiwal
• Organisation: TPAS Cymru

Statement of support

Since joining TPAS Cymru as the net zero engagement officer, Akshita Lakhiwal has made an immediate and lasting impact by focusing on tenants' net zero challenges creatively.

One of the areas where Akshita’s work stands out is making these complexities accessible through clear communication. Recognising that many tenants felt overwhelmed by topics like heat pumps, Akshita led the creation of a series that could simplify and debunk the myths associated with it. The response from tenants and housing staff has been positive with active involvement from both housing associations and local authorities. This initiative is an important step towards ensuring tenants can access clear, practical information about energy-efficient living, a critical element in our net zero journey.

Akshita also took charge of TPAS Cymru’s Tenant Pulse survey on affordable warmth, which achieved its highest-ever response rate. She was responsible for designing the survey, analysing the results, and presenting key findings that have directly informed sector strategies for helping tenants achieve affordable warmth.

In addition, Akshita organised TPAS Cymru’s 'Net Zero Week', bringing together voices from across the housing sector to discuss best practice, green skills, and wider decarb through nine online sessions. Her efforts to bring on board Dr Jan Rosenow, one of the world's top 25 energy and top 15 sustainability influencers, as the keynote speaker demonstrated her ability to think big while keeping the focus on what really matters - engaging tenants and creating a space for learning and dialogue.

Day-to-day Akshita’s contributions have extended well beyond individual projects. She joined the recruitment panel for Cadwyn, where her input helped shape the team in line with TPAS Cymru’s values of sustainability and tenant-first approach. She has also organised Officers Network and Knowledge Exchange Session providing a much-needed forum for housing professionals to share best practice and collaborate on improving tenant engagement.

Akshita’s efforts go beyond creating content; it's the customisation for different platforms and audiences - from LinkedIn to TikTok - that sets it apart. This tailored strategy has resulted in significant engagement, with over 124,299 organic impressions on LinkedIn alone and expanded our reach to younger, more diverse audiences, amplifying our message.

What really makes Akshita stand out is her ability to spark conversations that lead to real change. A great example of this is her recent video on bike storage, which sparked discussions among housing staff to introduce something similar in their projects. What began as a simple video has since evolved into something much larger, bringing in WHQS element and even catching the attention of Transport for Wales, who reached out to Cardiff Council to know more about the bike storage and future possibilities after the video and TPAS Cymru’s visit. Her work will also be featured in the Welsh government Decarbonisation newsletter, highlighting how these small but thoughtful efforts can ripple through the sector and inspire positive action

Akshita’s influence extends beyond her work at TPAS Cymru. She has spoken at key industry events, like the Housing Industry Leaders Conference, where she’s been an advocate for better communication between tenants and landlords. Her video on an abandoned building, which was named 'Video of the Month' by Comms Creative, a company specialising in communication training, is another example of how her work is sparking meaningful conversations and helping TPAS Cymru lead the way in tenant engagement.

In addition to her professional achievements, Akshita is also committed to ongoing personal development. She is actively enhancing her governance skills through the 'Pathway to Board Programme', demonstrating her long-term commitment to making a difference in the housing sector, not only as a practitioner but also as a leader.

Outcomes and achievements

Within a year, Akshita has created a significant impact at TPAS Cymru. She led the Tenant Pulse survey on affordable warmth, which saw the highest response rate, generating valuable findings that continue to inform net zero strategies. Her video series and explainers have empowered tenants to engage confidently through networks, sessions, simplifying complex topics around net zero. She also led Net Zero Week, positioning TPAS Cymru at the forefront of sector-wide sustainability conversations.

Additionally, Akshita’s ability to build strategic relationships has brought in new partnerships that have supported tenant-focused projects and created new income streams for TPAS Cymru. These collaborations ensure delivery of impactful initiatives and valuable resources for tenant support. Her expertise has positioned her as a valuable resource for both the sector and market players, often consulted for insights and recommendations.

Her video on bike storage has sparked a sector-wide dialogue on sustainable transport solutions. This initiative drew attention from Transport for Wales and has influenced multiple housing associations to introduce similar projects. Akshita’s approach to tenant-focused content continues to generate recognition, with her abandoned building video being named 'Video of the Month' by Comms Creative—solidifying her as a key voice in the housing sector’s communication strategies.