The qualification, delivered in partnership with Share, formed part of a wider organisational response to a shift in customer experience; and by bringing the training in-house, GWHA was able to widen access to this professional development opportunity across the organisation.

Speaking at a celebratory event held at GWHA’s offices, services director Jen Barrow praised the group’s efforts: “Our strategic direction has been shaped by what tenants told us they needed — more visibility, stronger relationships, and services they can rely on. This qualification has been one part of our response to that challenge: not just changing how our services are structured but investing meaningfully in the people delivering those services.

“That said, this success belongs entirely to the staff members themselves. Whether new to GWHA or already in post, they have committed to a demanding programme, balanced study with busy operational roles, and demonstrated a clear commitment to growing in their roles. Each of them has contributed to the future of our frontline services, and we are proud to recognise their individual success as well as the collective progress it represents for GWHA.”

The staff were joined at the presentation by the frontline services team leader, senior managers, services director Jen Barrow, GWHA’s chief executive Elaine Travers, and Issi Gracie, chair of the management committee — whose backing through the training budget supported the initiative.