“You can’t get to the root of someone’s problems unless you talk to them about how they got there.”

That’s how Emma Rees, one of the Intensive Housing Team at Baglan-based Tai Tarian, approaches some of the more complex situations she is faced with.

Emma, 46 is married to another member of Tai Tarian staff but a career in housing was not on her horizons starting out.

Although she has been with the organisation for 5 years in a variety of roles, Emma draws on previous experience of running her own nail business in Neath town centre, which she set up in 2003.

And she says that the people skills which made her business a success help her in the current role.

“I can get on with anyone, and I love working with all kinds of people.

“When you have a customer getting their nails done, you aren’t just their nail technician, you can be agony aunt or confidante!

“When you are with a tenant’s home, you need to listen in the same way and I think that’s something you can’t be taught, you need to feel it in your heart.

“You can’t get to the root of someone’s problems unless you talk to them about how they got there.”

Between the nail bar and working for Tai Tarian Emma worked in HSBC dealing with mortgages.

After joining the Housing Association she worked in Customer Services, repairs and Income, before moving to Intensive Housing Management five months ago.

She said: “I am still learning to try and step back emotionally but when you feel someone opening up to you, it is really rewarding.”