Then and now: Karen Heaney

In a new feature for Bdaily, Karen Heaney, platform director at L&G’s affordable homes division, reflects on her career, from her first role to the present day, highlighting the lessons she has learned from her personal and professional evolution. 

What does your role entail?

We attract investment into the housing sector to create the homes the UK needs while delivering stellar customer service.

Leveraging technology is crucial to both these ambitions. 

Our cloud-based platform Brolly is central to how we do this.

It covers everything from bidding, acquisition of new homes and building operations to asset management, customer onboarding and customer service.

Because Brolly covers our work end-to-end, my role involves making sure it is doing the data heavy lifting and giving us the support we need to run efficient operations. 

I also look at new capabilities we may need, or make changes to run things better.

Did you always want to work in the affordable housing sector? Or did you have other ambitions when you were growing up?

My childhood ambition was to be a vet; I’ve always loved science and animals. 

What was your first job – and did you enjoy it?

I worked at a housing repairs counter at Glasgow City Council in the late 1980s. 

It relied heavily on local knowledge, since technology at the time was very limited.

There were a lot of challenges, but I learnt some important lessons that have stood me in good stead throughout my career: the value of good customer service; building resilience when faced with difficult encounters; the ability to problem-solve; and a broad understanding of the housing sector and everything that influences it. 

Were there any mentors or individuals who helped shape your career? And are you still applying lessons you learned then to your workforce of today?

I had a remarkable mentor, who had very high standards but at the same time was relatable and supportive, and her outlook on housing was ahead of its time.

She not only excelled and pushed boundaries in her work but also encouraged me to think creatively and get involved in pioneering projects at the time, such as tackling fuel poverty and improving energy efficiency.  

Her passion for affordable housing and its impact on communities was incredible.  

It shaped my perspective on how good quality housing can positively transform people’s lives.

What attracted you to the affordable housing sector?

My experience working at the repairs counter at the council hooked me in. 

Making a positive difference in people’s lives is hugely important to me, and property – especially affordable housing – is a powerful instrument to help influence lives for the better.  

It is more than putting a roof over someone’s head; it supports health, wellbeing and children’s academic potential among other things.

Helping people put down roots to lead more fulfilling lives and shaping thriving communities is at the heart of the affordable housing sector.

That is very hard to find elsewhere. 

How do you feel you’ve changed as a person over the years? Have career roles brought new dimensions to your personality?

The experience I’ve gained from working on diverse projects in the sector means I’m more proactive and confident in offering my knowledge and insight where I think it adds value.  

I'm also keen to push my team to develop their expertise and get stuck into different projects that add to their experience. 

You’ve seen many changes to the employment world across your career – how do you see the workplace evolving in years to come?

Although it’s getting there – and I acknowledge that it’s hardly an easy task – the housing sector is further behind than others in harnessing the power of technology to drive efficiency and improve services and operations across the board.

I spoke at this year’s Housing Innovation Show, and the level of passion for finding new, creative solutions was phenomenal. 

There are concerns technology will replace humans, but I don’t see it like that.

While technology can do the heavy lifting, it can never replace the human touch, nor the understanding and warmth we bring to customer interactions. 

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