Member Story : Helen O'Neil

I moved into social housing in 2023, after working in the NHS for over 15 years, bringing with me experience in risk, compliance, assurance and information law. Throughout my career, I have been drawn to organisations whose purpose and values align with my own, which is a key reason why social housing appealed to me.

Governance appealed to me because it turns organisational values into accountable action, supports sound decision making and keeps customers front and centre. Having previously studied with CGI during my NHS career, I undertook the Certificate in Housing Governance to deepen my understanding of the sector's regulatory, legal, financial and customer context, strengthen my contribution to assurance, and build a long-term career in social housing.

A stretching and rewarding experience

The programme was stretching, relevant and rewarding. Relating the theory to real situations made the course practical and helped me see governance as an integrated system rather than a series of separate requirements.

Balancing study with a demanding role required planning, protected study time and a methodical approach to the assignment. While challenging at times, the opportunity to apply the learning directly to my role made the experience particularly valuable.

Building a broader understanding of governance

The qualification broadened my understanding of how regulation, legislation, customer voice, risk, finance and organisational purpose come together in social housing. It helped me see more clearly how effective governance supports both organisational success and positive customer outcomes.

The learning made me more deliberate about linking assurance to evidence and outcomes and reinforced the importance of viewing governance as something that supports better decision making rather than simply meeting requirements.

Applying learning in practice

I have applied this learning to work on access to information and STAIRs, helping develop an approach based on proactive publication, lawful safeguards, consistent decisions, training and review.

The course improved my understanding of how governance principles translate into practical action and has helped me connect assurance activities more clearly to organisational objectives and customer outcomes. It has also reinforced the value of ensuring recommendations are grounded in evidence, proportionate to risk and aligned with organisational purpose.

Confidence for a changing sector

Completing the Certificate has increased my confidence by combining practical experience with a structured, sector-specific understanding of governance. I can now give more rounded advice, ask better questions and connect risks and controls more clearly to strategic and customer outcomes.

It has also reinforced my ambition to continue developing in social housing governance. The sector is undergoing significant change, with stronger consumer regulation and greater expectations around safety, transparency, tenant influence and professional standards. The Certificate provides the up-to-date governance knowledge needed to understand and respond confidently to these challenges.

My biggest takeaway

My biggest takeaway is a coherent view of governance that enables me to apply my existing expertise more confidently to the purpose and responsibilities of my role at Golding Homes.

I am proud to have completed a demanding professional qualification alongside a busy role and to have translated the learning into practical recommendations. I would recommend the Certificate in Housing Governance to anyone seeking a broad, challenging and highly relevant understanding of social housing governance. Its greatest value comes from continually relating the learning to your own organisation and customers, ensuring governance remains focused on delivering meaningful outcomes for the people and communities we serve.