LDN Community Engagement Academy

Project Spotlights

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The LDN Community Engagement Academy….

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Maria Hill

The London Borough of Havering

Maria Hill has made a significant contribution to The London Borough of Havering through the LDN Community Engagement Academy apprenticeship, delivering projects that have improved resident engagement, enhanced housing services and supported the council’s wider social and environmental ambitions.

Working as a Senior Resident Liaison Officer, Maria has played a key role in ensuring residents remain informed and involved throughout major housing improvement programmes. She developed new stakeholder engagement and communications plans that are now embedded across multiple workstreams, helping project teams manage relationships more effectively and maintain clear communication with residents, contractors and key stakeholders.

Maria also redesigned the council’s resident feedback process, replacing a lengthy survey system with a simplified digital approach and easy-to-use feedback postcards. The new method has since been adopted by multiple teams, creating a more consistent approach to gathering resident insight and improving services.

"The apprenticeship has helped me grow both personally and professionally, it has given me more confidence and a better understanding of how I can make a difference in my role. Through the programme, I have developed stronger communication, problem-solving, and stakeholder engagement skills, helping to improve the customer experience for our residents and strengthen relationships with contractors and colleagues.”

A significant part of Maria’s work has focused on initiatives that improve housing quality, increase energy efficiency and support efforts to reduce fuel poverty among residents. She supported Havering’s successful participation in a London Councils consortium bid, helping secure £2 million of Warm Homes: Social Housing Fund investment. This funding contributes to wider plans, supported by £27 million of council investment, to improve energy efficiency, reduce fuel poverty and help council homes reach EPC C by 2030.

Maria has also delivered community events, energy advice initiatives and social value projects, including a construction skills programme where care-experienced young people successfully achieved industry-recognised qualifications. Through these projects, Maria has strengthened community trust, enhanced resident outcomes and delivered lasting value for both Havering Council and its residents.