From Local Housing Manager to Regional Operations Manager: Philippa's story

Regional Operations Manager Philippa joined Housing 21 as a Local Housing Manager on a six-month contract - and is still here 16 years later.

Philippa did not have any formal qualifications when she joined Housing 21; she left school at 16 with good GCSEs and immediately entered the world of work. At 19, she moved to Belgium to work as an outdoor activity instructor before successfully launching and managing her own events company, operating across Belgium and Holland.

At 29 she returned to England and at 33, joined Housing 21 in her first role as a Local Housing Manager (LHM). Since then, her career has flourished and she has progressed into roles including a Service Team Leader, Retirement Housing Manager and most recently, as a Regional Operations Manager.  

“Nobody at school ever says they want to work in housing; everyone say they fall into it, just like I did,” said Philippa.

“But I love it. I didn’t go to uni and I don’t regret it. I chose to get life experience. I became fluent in a couple of languages, lived abroad and just grabbed every opportunity that came along."

When describing the qualities and benefits of a good Local Housing Manager, Philippa said: I really enjoyed my time as an LHM.  I loved the independence and freedom to work under your own initiative whilst engaging with the residents every day to really see how you're making a difference.  

"To be a good LHM it's about being organised, resilient and good with people. You need to be caring and compassionate as well as firm but fair. You can teach people how to let apartments, read rent statements or raise a repair. But you can’t teach people skills; you either have it or you don’t."

Like all Housing 21 employees, Philippa recognises the role she plays in helping to Make A Difference Everyday to those around her.

She said: "I make a difference by improving service delivery, and I'm incredibly proud to see the team continue to improve performance measures. While performance matters, it's the work behind those results that means the most to me: building a strong team, supporting the service, coaching colleagues, and continually improving the way we work and deliver for residents. The real success is the positive impact this has, creating better experiences and happier outcomes for the residents we serve." 

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