Monique's learning journey - Certificate in Housing Level 5

For Monique Duchen, Head of Customer Service at East Midlands Homes, undertaking a CIH level 5 Diploma in Housing was never simply about gaining a qualification.

Having built a successful career across customer service, leadership and operational delivery, Monique had already developed a strong understanding of housing in practice. But with a genuine passion for social housing, she was looking for an opportunity to challenge herself, deepen her expertise and continue growing as a leader.

When she discovered the CIH level 5 Diploma in Housing through PfP Thrive, it immediately stood out.

"Once I looked at what the programme covered, it felt like the perfect opportunity to take everything I had learnt through experience and build some really strong professional knowledge around it."

Returning to learning

While the programme itself was exciting, returning to structured learning wasn't straightforward.

Having received a relatively late ADHD diagnosis, Monique's previous experiences of education had often been shaped by anxiety and self-doubt. Returning to study as an adult meant revisiting some of those feelings while balancing a senior leadership role and the demands of daily life.

Balancing the qualification alongside projects, people management and everyday responsibilities often required adaptation and resilience.

"I definitely won't pretend I have been sitting peacefully at a desk every week with my study timetable perfectly organised - most definitely not!"

The difference this time was that Monique understood herself far better and felt able to approach learning in a way that worked for her.

"Trying to complete a qualification alongside a demanding career and everything else life brings is not straightforward. 

Having people who recognise that, provide flexibility where appropriate, give constructive feedback and encourage you to keep going makes such a difference."

The support available through PfP Thrive played an important role throughout her learning journey, helping her build confidence and make the most of the opportunity.

The experience also reinforced something Monique feels strongly about, both professionally and personally. 

"Giving everybody the same opportunity is important, but we also need to recognise that some People may need different support to genuinely be able to access and thrive within that opportunity."

Connecting theory to practice

One of the biggest benefits of the PfP Thrive programme was the way it connected directly to the realities of working in housing.

"There have been so many moments throughout the programme where I've read something and immediately thought, 'I've lived this', 'I've managed this' or 'This is exactly what we're dealing with at work right now.'"

The programme also provided something many housing professionals rarely get enough of: Time to reflect.

This allowed Monique to explore why things are done a certain way, what good practice looks like and where improvements could be made.

"Think about the things that frustrate you in housing and the things you want to change."

Learning alongside professionals from across the sector also helped to broaden perspectives and strengthen her professional network.

Thinking differently

"Your lived experience has value. Your professional experience has value. Your perspective has value."

Reflecting on the impact the PfP Thrive programme has had on her role, Monique believes one of the most significant changes has been the way she approaches leadership.

The qualification encouraged her to think more broadly about decision-making, organisational culture and the experiences of residents, while giving her the confidence to challenge existing approaches constructively.

"Is it fair? Is it equitable? Is it accessible? Does it work for residents with different needs and circumstances?

Professional learning gives you the language, evidence and frameworks to explain why and, importantly, what could be done differently."

Looking ahead

The programme has reinforced Monique's ambitions for the future and strengthened her commitment to the housing sector.

She remains passionate about the role housing can play in improving lives and about ensuring more people can see themselves reflected in leadership positions across the sector.

"I want People from different backgrounds, including those who are neurodivergent or who might not traditionally see themselves reflected in senior housing leadership, to be able to look at People progressing through the sector and think, 'there is space for me there too'."

Perhaps the biggest surprise of all has been discovering a genuine enthusiasm for learning.

"Considering how daunting returning to structured education initially felt, I'm now coming out of the programme feeling motivated and inspired to continue that journey and progress onto a Level 7 qualification"

For anyone considering professional learning, Monique has one final piece of advice:

"If you've had a difficult experience with education previously, please don't automatically assume that experience defines what you're capable of now."