Resident Voice and Influence Panel

General needs above 4%. Hope to bring under 4% by the end of the financial year.

Bob.T- Expressed concern that Wood Grange Estate residents are paying for the CCTV service twice in rates and service charges.

What is policy on doorbells with cameras in flats? Some residents believe that cameras are not allowed.

Jeremy Jacobs Response:

 

Resident VIP are the independent, resident-led group that holds us to account through performance monitoring, scrutiny, and challenge to ensure continuous improvement.   

Resident VIP do this by:

• Monitoring performance.
• Organising in-depth service reviews.
• Challenging the organisation when parts of it are not performing well.

1. Why does the group exist?

1.1 We support Resident VIP to deliver our commitment to meet the Tenant Involvement and Empowerment standard within the regulatory framework for social housing in England.

1.2 Resident VIP strengthens the oversight and scrutiny of the Governance of Estuary.

2. We welcome residents who would like to join the panel, or who are interested to know more.

2.1 Resident VIP will be a small group of about 10 people who are a broad mix of Estuary residents from different locations and housing types, including social housing, supported housing, market rent and leasehold owners. As well as a mix of residents, it will be supported by the Customer Engagement Team and Estuary staff. Ongoing support and helpful training will be offered to all, so that everyone feels confidently able to enjoy membership.

2.2 We are committed to making sure members represent people with different experiences, living in a wide range of areas and in differing property types. We value the varied experiences of customers, and we want to ensure all voices are heard.

2.3 The panel will be made up of people who bring different skills and interests. Members may choose to focus on a particular topic whilst being part of the main panel:

• Complaints
• Scrutiny Projects
• Responsive Repairs
• Care and Support
• Value for Money
• Health and Safety
• Safeguarding
• Health and Disability

3. The role:

3.1 The panel needs members who are engaged and can:

• Work as part of a diverse team.
• Respect differences of opinion and beliefs among panel members.

3.2 As a panel member acting on behalf of Estuary residents, you will:

• Monitor Estuary’s performance using Key Performance Information (KPIs) from Estuary’s Performance Management Framework.
• Be involved in proposals about how services are delivered, help Estuary in the development of service standards, and hold us to account on these.
• Co-produce reports with Estuary to demonstrate the impact of resident influence, listing key achievements.
• Be empowered to undertake in-depth scrutiny projects. and monitor the implementation of agreed resident proposals.
• Help develop and monitor the impacts of the:
  • Customer Strategy
  • Value for Money Strategy
  • Sustainability/Net Zero Strategy
  • Building Safety Strategy

4. Your commitment as a panel member

4.1 You will take part in meetings which will be a hybrid of virtual and in-person.

4.2 The panel will:

• Meet 12 times a year
• Meetings are normally  2 -3 hours and may be held during business hours, evenings or at weekends but will always have to suit most members.
• Members can opt to join one or more of the Customer Voice subgroups.
• Members will attend training and development opportunities to help them with their role.

This Code of Conduct is a set of rules for all Resident-led Panels, Groups and Forums. It’s been designed with residents to make sure everyone is treated fairly.

Respect is one of our core values. We’re committed to maintaining the highest standards of conduct in all areas and expect individuals taking part in meetings and events or representing the organisation to follow this Code of Conduct.

This Code of Conduct draws upon the new National Housing Federation’s Code of Conduct 2022, which Estuary has adopted.

Purpose

The purpose of the Code of Conduct is to ensure:

• that all members feel welcome and can contribute at meetings,

workshops, and events.

• that meetings are held in an open and professional manner.

• that the highest standards of behaviour are always maintained by members.

Scope

This code of conduct covers all meetings of residents hosted by Estuary including:

• Panels and their subgroups.

• Working groups, topic groups and other similar groups.

• Conferences and events, including the annual residents conference.

1. Personal Conduct

Those attending meetings, workshops and events must:

1.1 Value diversity and not discriminate against any person on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex or sexual orientation.

1.2 Behave in a polite, respectful, and appropriate manner at all times.

1.3 Not make derogatory, inflammatory, or personal remarks about other people.

1.4 Welcome new members and make them feel comfortable.

2. Declarations of interest

2.1      Members must declare any conflict of interest (e.g., putting forward a recommendation that they would benefit from. The rest of the group will then decide whether the member should or shouldn’t take part in any related activities. If in any doubt, the advice of the Customer Engagement Manager or appropriate senior leader should be sought.

2.2      Members should notify the Customer Engagement Team if they have a personal interest or could benefit personally from a decision before the item is discussed.

3. Confidentiality and Openness

3.1      We (Estuary) are committed to working in an open and transparent way. Any items which are unavoidably confidential will be clearly marked “Confidential” and must be treated as such by members.

3.2      When residents are to be involved in matters of a clearly confidential nature such as the appointment of staff or procurement of services, we (Estuary) may set conditions for involvement.

3.3      Members must keep any non-public information or paperwork they receive in a secure place. This includes documents or information held electronically. Such paperwork should be disposed of via the Customer Engagement Team for secure disposal and not through general/household waste and recycling.

4.0 Conduct at Meetings

Members, staff, and guests will always observe the following when taking part in meetings:

4.1      Conduct themselves in a reasonable manner at all times.

4.2     Members should come prepared for meetings, having read all relevant documents, and bringing the relevant paperwork.

4.3     Members should arrive on time for meetings and send apologies if they are going to be late or absent. Meetings should start on time.

4.4     Keep mobile phones switched to silent mode during meetings.  If an emergency is anticipated, keep the chair informed prior to the meeting.

4.5     Members must follow the agenda and keep to the subject under discussion.

4.6     Treat everyone fairly and with respect:

• Respect the right of other people to speak without interruption and allow everyone the opportunity to speak.
• Respect the views and opinions of others and accept that these may not always be the same as their own.

4.6     Keep matters discussed confidential, not discussing issues described as ‘confidential’ with any person or body outside the meeting.

4.7      Follow the agenda.

4.8     Not use abusive language or deliberately disrupt meetings.

4.9     Attend meetings free from the influence of alcohol or illegal substances etc.

4.10 Members must not discuss any individual personal issues, or raise complaints, within a meeting unless it is to give an example that applies generally to residents.

5.0 Use of Social Media

5.1 Estuary encourages residents to use social media to coordinate activities, network and connect with other residents, and promote resident involvement. These guidelines are meant to assist our resident volunteers in using social media in an effective and responsible manner.

5.2 Consider yourself responsible for what you share or promote. Link

to reputable sources of information. Refer people requiring help with customer care issues to Estuary’s Customer Care team at info@estuary.co.uk or 0300 304 5000.

5.3 Take care to present yourself as a resident volunteer. Avoid statements, profile information or profile pictures that give the impression you are an Estuary employee.

5.4 Conduct on social media should be the same as within meetings. Please see 4.6 above. You should avoid speech that threatens, insults, or ridicules any person or groups based on their race, religion, gender, disability, or other characteristic.

6.0 Procedures for possible Breaches of the Code

6.1      A verbal warning will be given to attendees if they are in breach of the Code of Conduct.

6.2      Anyone in breach of the Code may be requested to leave the meeting if a majority agree.

6.3      In the event of serious or repeated breaches, a person may be permanently excluded from future attendance at some, or all meetings hosted by Estuary. Alternatively, in such cases, a person may be excluded from some meetings.

6.4.    The authority to exclude a person/people, including the chair, from all meetings shall rest with the Customer Engagement Manager or senior Estuary manager.

6.5.     Any person, including the chair, permanently excluded from any meetings shall have the right to appeal to the Customer Engagement Manager to re-examine the decision.

6.6     In the case of staff, breaches of the code shall be dealt with through the disciplinary procedure.

7.0 Responsibilities

7.1      Members should try to ensure that positive relationships are maintained within the group, the wider population of residents and with Estuary and contractors. Where it is necessary to raise issues of staff, Board or contractor performance, these must be raised constructively and through the appropriate channels.

 7.2     Members should aim to achieve Value for Money (VfM) in all activities and recommendations.

7.3      Members should make sure their recommendations are based on evidence.

7.4      Members should make sure they carry out any agreed tasks within the agreed time frame.

7.6      Members must take part in any required or agreed training.

8.0     Monitoring and Review

8.1 This Code of Conduct will be regularly monitored and where necessary, reviewed and updated to reflect any regulatory changes and/or good practice.

Consent

I have read and understood the Code of Conduct for Involved Residents and agree to abide to all aspects of this document.

 

Name:

Resident Voice and Influence Panel member

Signature:

Date: