Posted on February 15th, 2023 by Elaine Davies
Our Income Team has been awarded HQN’s Managing Income Sustaining Tenancies (MIST) accreditation.
MIST assesses how well we manage rent related income streams and looks at the range of activities we deliver beyond collecting rent. This includes supporting new and existing customers to sustain tenancies with our Money Advice Service.
Our Income Team first started working towards the accreditation more than two years ago.
Head of Income Paula Jenner said: “ At Citizen we want to provide an income service which helps our customers sustain their tenancies. For us it’s about early contact with our customers so we can offer them support, from rent arrears to money advice and employment coaching. If we build the relationship with our customers early, we feel they are more likely to engage with us if they need help.
“We are thrilled our Income Team has been awarded the HQN MIST accreditation. We first started the assessment two years ago and the team has worked hard to ensure we are providing a valuable service to our customers.
“The accreditation is recognition of the hard work of our staff, and every single person adds to our one team approach. The accreditation highlights what we are doing well but also shows what we need to do to improve – we want to make sure we are proactive, constantly improving our service so we help customers in any way we can.”
HQN awarded us the accreditation in December.
Lead Assessor, Tony Newman, noted that our Income Service has “a really strong track record of performance through a particularly turbulent period (with evictions kept to a minimum)”.
The accreditation panel also highlighted our “focus on helping customers with complex energy issues by creating specialist energy advisor roles”, our “regular multi-team meetings that take place to discuss performance and joint working initiatives” and our “clearly evidenced commitment to partnership working and a wide range of partners, providing collective help to customers to establish and sustain tenancies”.
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Posted on February 9th, 2023 by Elaine Davies
This week is National Apprenticeship Week which celebrates the impact apprenticeships make to individuals, organisations and the wider economy.
At Citizen we have an apprenticeship scheme which aims to encourage progression and support talent development. As part of this we have 19 apprentices working across our organisation.
Our Electrician Apprentice Siobhan Myrie started her apprenticeship after completing her Women into Construction placement with us. Women into Construction is a scheme which encourages women to pursue roles in the construction industry.
She said: “I have been wanting to take part in an apprenticeship for at least five years now, but I was unable to find one. However, through Women into Construction I was able to do a programme with Citizen and I loved it, then I got my apprenticeship offer.
“I love my role and I enjoy learning everything about it. My buddy Neeraj is a very good teacher, he has great knowledge plus he’s a nice guy.”
Siobhan added that she has learnt so much already in her apprenticeship and the skills will stay with her for life as they are very important.
She said: “After I have completed my apprenticeship, I think it would be nice to be able to stay with Citizen.
“I would recommend an apprenticeship to anyone who wants to change their career and is interested in an apprenticeship role, or to school leavers who are interested in apprenticeships. Anyone who is committed would suit an apprenticeship.”
You can find out more about National Apprenticeship week here.
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Posted on February 6th, 2023 by Elaine Davies
This week is National Apprenticeship Week!
The week, which runs from 6 February to 13 February, celebrates the positive impact apprenticeships make to individuals, organisations and the wider economy.
At Citizen there are several people who started their career as an apprentice with us and we’re highlighting their experience as part of the week.
Maintenance Support Administrator Antonia Bailey completed a Business NVQ 1-3 and she also won Apprenticeship of the Year.
She said: “I left school after completing my GCSEs and two weeks later I was sat at a desk asking myself ‘how have I got here, I am so out of my depth’.
“Never would I have imagined then that two years later I’d be leaving with a Level 3 in Business, had just won an Apprenticeship of the Year award and I was about to start a permanent position.
“Going straight from school into working life was an eye opener. I was 16, nervous and didn’t know what I had let myself in for. Fortunately, I was placed with a team who were very welcoming, supportive, and patient and I am so grateful for that. During my apprenticeship I was based in the Property Lettings Unit, and I loved it all, from the application entries to the site visits.”
Antonia said during her apprenticeship she learnt skills that could be used daily from communications skills to problem solving and organisation.
She added: “I believe apprenticeships are very good, particularly for those straight from school. It’s a way to get young people straight onto a career path. Personally, attending college and being sat in a room all week being ‘told’ how to complete a business qualification would not have given me the experience I have now and 21 years employment.
“For anyone thinking about an apprenticeship, do it, find the programme that interests you and earn while you learn.”
Income Officer Salima Motarwala also completed an NVQ Level 3 in Customer Service.
She said: “Being in an apprentice role helped me gain skills and knowledge within Customer Services. At the age of 18 I was earning a full-time wage and continuing with my studies, which was great. More than 20 years later I’m still here!
“I have worked in various roles, and they have all been customer facing. My current role is as an Income Officer. This is a customer focused role, and it is crucial to have the knowledge and people skills to support customers and help them to sustain their tenancy.
“I would definitely recommend an apprenticeship to others. It gives you an opportunity to start building your career at a young age. Not only does it enable you to continue with your studies, but you are gaining valuable skills and experience at the same time.
“If you’re considering an apprenticeship, you will be given the right training, support and encouragement from your colleagues and manager. Apprenticeships give you the opportunity to study and earn but more importantly to gain experience.”
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Posted on February 3rd, 2023 by Elaine Davies
Colleagues from the Citizen Board and Development Board visited the ModPods International factory along with our Development Team to see the progress of our extended modular pilot.
Our scheme will see 24 homes installed on eight former garage sites across Coventry.
Work is progressing well at the ModPods International factory in Stoneleigh and those who visited were able to see our homes in the factory and an example of what they will look like when they’re finished.
The homes already have steel frames in place and some of the interior components, such as kitchen cupboards and workspaces, have been fitted.
Our Executive Director of Development Nick Byrne said: “It’s brilliant to visit the ModPods factory and see how our modular homes are progressing.
“These homes are part of our extended modular pilot which will see 24 homes built on disused garage sites across Coventry – these will help provide more homes for people who need them.
“There are many benefits to modular homes including high energy efficiency and, as they are built in a factory, they can be constructed in all weathers. When they are craned on to the site they are hooked up to the services and the house is ready to use.
“We’re looking forward to seeing the homes completed and craned into place over the coming months.”
The homes that ModPods International are building will be a mix of bungalows and family houses. They will be installed at: Wedon Close, Bradney Green, Coleman Street, Fletchamstead Highway, Attoxhall Road, Capmartin Road, Shepherd Close and Thimbler Road.
Some of the homes have already been craned into these locations including Capmartin Road and Attoxhall Road.
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