One to watch – Melissa Young, scheme manager, Housing 21

Tell us about how you first came to work in housing.

I had been working in the banking and sales industries for 16 years and wanted to get away from that target and sales-driven environment.
I wanted to help people and make a difference to their lives.

I didn’t recognise the role, but when I read the job description, it included the responsibility and challenges that I needed for job satisfaction. Although I didn’t have any experience in the housing sector, I realised that the skills required were transferable when it came to dealing with people and using my organisational skills.

What’s your proudest work moment or biggest achievement?

My biggest achievement so far is achieving the Chartered Institute of Housing Level 4 diploma, which I am extremely proud of. This apprenticeship has given me the tools and knowledge that I wanted to push me academically and inspired me to want to progress my career in housing even further.

What has been your hardest moment?

The hardest moments are when a resident passes away. I have built really good relationships with them and it’s difficult if they are unwell.

One of my residents came to live at the scheme on the same day I started work. Up until the first lockdown, I visited her every day and loved sitting with her.

Shielding during the lockdowns was difficult for her and we couldn’t really chat on the phone as she depended on lip reading most of the time. I checked in with her family members who kept me updated on her well-being, but sadly she was taken into hospital and passed away a few months ago.

This was one of my hardest moments. I got through it by attending her funeral and saying my goodbyes, and by remembering our conversations and how much we enjoyed each other’s company.

Who has been the most important person in your career – and why?

There hasn’t really been just one person that has helped me the most. All my colleagues, especially my buddy scheme manager, have guided, trained and shadowed me.

My manager is on hand to support me in tricky situations by providing advice and guidance, giving me the confidence and knowledge to understand the requirements of my role and how to do it well.

If you could change one thing about the sector, what would it be?

To provide more housing that meets the supply and demand, as well as for people to understand older people’s requirements. The shortage of homes affects the lives of people in our country in so many ways, and different people have different needs when it comes to what they want from their home.