Phone lines will be unavailable from 12:30 PM, Friday, 13th December until 8:30 AM, Monday, 16th December, but the repairs line remains open at 0808 169 1969 or 0300 304 500 (Option 1). Thanks for your understanding.

Resident Voice and Influence Panel

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

In March 2023 the panel approved a new Terms of Reference and Code of Conduct for involved residents. We worked with our involved residents and TPAS to develop the new model and structure using customer feedback and guidance on resident group structures and co-regulation.

The new structure builds on the strengths of RVIP and creates more varied and rewarding opportunities for residents who want to get involved with monitoring our performance and shaping our services.

Resident Voice and Influence Panel - Recruitment Procedure[docx] 53KB

If you're interested in being part of the future resident involvement team at Estuary, please email involvement@estuary.co.uk, including you name, number and address.

Fly-Tipping Scrutiny Review

  • In February this year, our RVIP conducted a review of fly-tipping.
  • Their recommendations have laid the foundation for a new fly-tipping pilot.
  • Co-designed with the RVIP, the pilot will focus on education, improved signage, and enforcement, running from September 2024 to January 2025 at Vickers House, Avontar Court, The Courtyard, and select locations on The Woodgrange Drive Estate.
  • In February 2025, the RVIP will present their final recommendations based on the pilot’s outcomes.

Group Picture of RVIPs Fly-Tipping ScrutinyFly-Tipping Scrutiny Campaign Signage Fly-Tipping Pilot Campaign SignageFly-Tipping Campaign Signage on Wall

RVIP Meeting Notes October 2024

Meeting Summary: RVIP Face-to-Face - October 2

Attendees:
RVIPs: Lynda, Louise, Bob, Fatou, Les
Estuary Staff: Bali, Susan, Michael, Helen, Alisa
Apologies: Eve, Kayleigh, Julia


1. Customer Voice Roadshow

  • Security door concerns at Skelter Steps raised; follow-up required.

2. Annual Report

  • Updated with RVIP introduction and new title: Holding Us to Account.
  • Julia to coordinate Louise’s contribution and gather RVIP images.

3. Key Performance Indicators (KPIs)

  • ASB cases down, with continued focus on validated complaints only.

4. Supporting Vulnerable Residents

  • Alisa shared case studies on helping residents manage tenancy issues, earning positive feedback.

5. Estuary in Bloom 2024

  • Eight entries received; photos to feature in 2025 campaign.
  • Julia to organize participant prizes.

6. Compliance and Repairs

  • Improved repairs performance, recruiting for gas repairs access. Communication with Axis enhanced.

7. Axis Feedback

  • Positive feedback on Axis improvements; administrative backlog in repairs is being addressed.

8. Anti-Social Behaviour (ASB) Cases

  • 13 new cases in September, noise and verbal abuse as primary issues.
  • Susan to provide ASB data by area for deeper insights.

9. Sub-Groups and Initiatives

  • Health & Disability Survey and Safeguarding Training in progress.
  • Christmas event date/location to be finalized by October 11.

10. Axis Community Funding

  • Funding initiatives approved, including Family Action Food Club and Christmas events.

11. Other Business

  • Housing Officer visits suggested to increase frequency.
  • Fly-tipping concerns added to next agenda; complaints meeting set for October 11.

Next Meeting: Wednesday, November 20, 4:30–6:00 pm

RVIP Meeting Notes July 2024

July Meeting Summary

  • Attendees:
    • Residents: Linda, Louise.
    • Staff: Bali, Julia, Helen, Michael, Susan.
    • Apologies: Bob, Eve, Kayleigh, Jade (online).
  • Key Points:

1.              Steve's Departure:

      • Steve stepped down from RVIP. Bali to arrange a thank-you card and gift.

2.              Aids and Adaptations Policy:

      • Updated to align with the broader framework, focusing on improving residents' lifestyles.
      • Policy mainly for general needs customers; local authority handles means testing.
      • Michael to share the procedure document with RVIPs. Feedback deadline: 2nd August 2024.

3.              Repairs Policy:

      • Policy refreshed; will undergo resident engagement over the next year.
      • Communications to create a social media post about the policy update. Feedback deadline: 2nd August 2024.

4.             Repairs Update:

      • Improvements seen in KPIs; satisfaction in June increased to 82%.
      • Focus on winter readiness and better frontline staff management.

5.              Customer Voice Roadshow:

      • Survey to focus on future goals and repairs standards.
      • Surveys to be generic, with specific feedback followed up locally.
      • Communications to emphasise open communication for all customers.

 

 

 

RVIP Meeting Notes June 2024

June Meeting Summary

  • Attendees:
    • Residents: Eve, Linda, Steve, Louise.
    • Staff: Bali, Julia, Hayley, Charlotte, Corinne.
    • Apologies: Bob, Kayleigh, Jade.
  • Key Discussions:

1.              New Communications Role:

      • Clarification on the new Customer Engagement Officer vs. Customer Voice Officer roles.

2.              Customer Voice Roadshows:

      • Confirmed locations: Basildon, Clacton, Maldon, Woodgrange Estate.
      • Promotions will be pushed on social media; AXIS to video some events.
      • Discussions on involving RVIP, including branded merchandise and survey questions on fly-tipping, ASB, and repairs.

3.              Annual Report:

      • Emphasis on customer-friendly content, updates on repairs, and case studies.
      • Request for RVIP content by July; potential for a video summary.
      • RVIP Brand anniversary approaching on 23rd July.

4.             KPIs:

      • Gas compliance: 100%, but some issues with AXIS.
      • General needs arrears: Target increased to 3.83%.
      • Voids: Performing well, with a 15-day turnaround.

5.              Customer Voice Subgroups:

      • Focus on Health and Safety, Building Safety, and Repairs.
      • Discussion on updating policies for Lone Workers and Driving at Work.
      • Repair satisfaction has increased; issues with communal updates via the chatbot.

6.              Customer Engagement Strategy:

      • Successful customer newsletter, increased social media engagement, and more action days.
      • Home visits target increased from 500 to 1000.
      • Suggestions for improving home visit communication.

7.              AOB:

      • TPAS feedback: Action plan in progress to strengthen areas.
      • Proposed dates for the Away Day: 17th or 31st July, 14th or 28th August.
      • Next RVIP meeting scheduled for 24th July, 4-6 pm, online.
  • Next Agenda Items:
    • Updates on the roadshow and annual report.
    • TPAS feedback and conference insights.
    • Planning future work and business area inputs.

RVIP Meeting Notes May 2024

May Meeting Summary

  • Attendees:
    • Resident VIPs: Eve, Linda, Steve, Jade, Louise, Kayleigh.
    • Staff: Bali, Julia, Hayley, Corinne, Nicholas, Lucy.
    • Apologies: Bob, Helen.
  • Customer Voice Roadshows:
    • Feedback on location preferences; rotation of venues; theme for 2024: "Responsibility."
    • Suggestions for engaging young people and arranging child-friendly activities.
    • Emphasis on fly-tipping, damp/mould prevention, and ASB behavior campaigns.
    • Promotion strategies: roadshow advertising, partnership working, and community engagement.
  • Estuary in Bloom 2024:
    • Only one entrant so far; efforts to increase participation through housing officers and care support.
    • Plan to distribute posters and postcards to boost awareness.
  • Complaints Meeting:
    • Previous meeting had no attendees; another meeting to be scheduled.
  • Consumer Standards Review:
    • Analysis of KPIs related to areas like "Neighbourhood and Community" and "Safety and Quality"; no significant issues found.
  • Repairs and Maintenance:
    • Backlog of repair jobs; efforts to reduce delays, including recruitment of new operatives.
  • Customer Voice Subgroups:
    • New project on disability data accuracy; ensuring accessibility in surveys.
    • Discussion of Customer Strategy and Disability Inclusion Strategy.
  • Health and Safety & Safeguarding:
    • Upcoming meeting on June 5th; recent safeguarding incidents reported.
    • Plan for RVIP members to attend safeguarding training.
  • Other Business:
    • Requests for more access to the executive team and budget transparency.
    • Discussion of Housing Officer roles, RIDDOR/COSHH training, and potential away day for RVIP members in July/August.

RVIP Meeting Notes April 2024

April Meeting Summary

  • Attendees:
    • Resident VIPs: Eve, Linda, Steve, Jade (online), Louise.
    • Staff: Bali, Julia, Hayley, Charlotte.
    • Apologies: Bob.
  • Key Discussion Points:

1.              Customer Voice Roadshows:

      • Eve did not receive the necessary email; Bali to follow up.
      • Feedback requested on preferred locations; theme for the year is "Responsibility."
      • Suggestions included adding The Courtyard in the Woodgrange Estate stop and considering Chelmsford as a location.

2.              CCTV and Lighting:

      • 18 sites have CCTV; updates and contractor changes are planned.
      • All cameras working; new camera requests pending contractor onboarding.
      • Lighting issues on School Way discussed; challenges with electrical feeds and potential for solar lighting raised.

3.              KPI Performance:

      • ASB case handling had a 100% satisfaction rate in March.
      • Positive feedback on contact centre staff.
      • Discussion on challenges with rent arrears, Universal Credit payments, and the impact of the cost of living crisis.

4.             Housing & Maintenance:

      • Updates on compliance, fire safety, energy efficiency, and decent homes standards.
      • 120 roof surveys completed; ongoing kitchen and bathroom upgrades.
      • Discussion on improving customer satisfaction surveys, possibly reducing survey questions and using text messages.

5.              Subgroup Updates:

      • Positive feedback on Axis’ performance improvement and communication.
      • Upcoming events: Complaints meeting rebooked for 3rd May 2024, TPAS assessment outcomes expected early May.
  • Action Items:
    • Bali to ensure Eve receives the necessary roadshow information.
    • Hayley to use discussed ideas and location feedback for planning the Customer Voice Roadshow.
    • Follow-up on lighting issues at School Way and explore solar lighting options.
    • Monitor impact of Universal Credit system on rent payments and investigate further.
    • Improve customer satisfaction survey methods and consider text message follow-ups.

RVIP Meeting Notes March 2024

March Meeting Summary

  • Attendees:
    • Resident VIPs: Bob, Linda, Steve, Eve, Louise.
    • Staff: Bali, Julia, Susan, Corinne, Michael, Hayley.
    • Apologies: Jade, Jeremy.
  • Repairs Service & KPI Updates:
    • Recovery plan initiated to enhance repair service efficiency.
    • New Axis regional manager started on March 1st; structural and staffing changes are underway.
    • Invitation extended to the new regional manager for future meetings.
  • Location-Specific Issues:
    • Concerns about non-functioning lights on Wood Grange Estate despite service charges.
    • Action: Request updates on estate lighting and operational CCTV cameras from Charlotte.
  • General Needs & Voids:
    • General needs arrears above 4%, aiming for reduction by year-end.
    • Voids performance is the best in recent memory.
  • Customer Voice Subgroups:
    • Louise to attend Health and Disability subgroup; will provide safeguarding updates.
    • Steve to complete a Health and Safety report.
  • New Member:
    • Eve expressed interest in joining RVIP and attended the meeting.
  • CCTV Policy Review:
    • Concerns raised about CCTV management and costs; policy under review.
    • Consultation planned with residents on CCTV and doorbell cameras.
  • Safeguarding:
    • 14 cases reported to social services; separate reports on hoarding and domestic abuse.
    • Vulnerability alerts in place, with 271 residents flagged.
  • Incident Response:
    • Recent death at Wood Grange Estate addressed; careful consideration of health and safety.
    • Action: Susan to coordinate with Estate Services regarding communal area issues.
  • Consumer Standards & Communications Strategy:
    • TPAS accreditation results pending; gap analysis to be shared by May.
    • Development of a new Communications Strategy (2024-27) with input from Resident VIPs.
    • Support for expanding social media presence, including Instagram.
  • Miscellaneous Issues:
    • TV wires at Pirouette Steps need securing.
    • Concerns about rendering at Beresford Mansions following heavy rain.
    • Inquiry about whether CCTV at Wood Grange Estate is functional.

Resident Voice & Influence Panel (RVIP) Terms of Reference (ToR)

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

Resident Voice & Influence Panel do this by:

  • Monitoring performance across the business
  • Carry out in-depth service reviews focusing on certain areas of the business
  • Challenging the organisation when parts of it are not performing well
  • Engage with other customers to capture their feedback and take areas of concern forward.

1. Why does the group exist?

1.1 We support RVIP to deliver our commitment to meet the Transparency, Influence and Accountability Standards within the regulatory framework for social housing in England.

1.2 RVIP lead on various Scrutiny projects and share recommendations based on their findings to ensure we can strengthen our service delivery.

1.3 RVIP review our performance monthly and hold Estuary to account where required and monitor improvement action plans.  

1.4 Representatives from RVIP attend our Customer Experience Committee on a quarterly basis to ensure we are challenged. The committee will ensure that the customers’ voice influences decisions and strategies set by the Board.

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

2.1 RVIP 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
  • 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:

o   Customer Strategy

o   Value for Money Strategy

o   Sustainability/Net Zero Strategy

o   Building Safety Strategy

4. Your commitment as a panel member

4.1 You will take part in meetings which will be available in a way which suits members.

4.2 The panel will:

  •   Meet 10 - 12 times a year
  • Meetings are normally   2 -3 hours and may be held in 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.

5.  How members are supported

5.1 Members will receive an induction to the panel when they join to go through various aspects to support them in their role.

5.2 Members will be provided with opportunities to attend training and shadowing to learn more about what Estuary does.

5.3 Members will be encouraged to speak with various customers and take on board their feedback and feed this into the work which they do.

5.4 RVIP have a budget to support their scrutiny work as well as expenses associated to their role, training and development needs.

5.5 Members will be supported in communicating and sharing their work with wider customer groups. This will encourage wider viewpoints and strengthened evidence gathering to be considered as part of their work.

 

 

Code of Conduct for Involved Residents

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:

 

 

 

Resident VIP Videos

Join the Resident Voice and Influence Panel

 

Reasons to join us. 

Customer Engagement Strategy

 

Our customer engagement strategy.

Tpas 2024 - 2027

Image Of tpas Logo Confirming Accreditation 2024 to 2027

We're really pleased with our Tpas re-accreditation! 

By undertaking the accreditation process, we demonstrate our commitment to customer engagement. This provides assurance that our ways of working with customers are effective and offer the best value for money. 

Achieving Tpas accreditation demonstrates we are developing a strong culture of involvement across Estuary to create business improvements with our customers.

Learn more about Tpas at https://www.tpas.org.uk/about-tpas  

Included in our membership is a range of learning materials for residents (and our staff, too!). Please sign up to take a look at what’s on offer at https://www.tpas.org.uk/landlord/employee/create-member/55

We are a Member of Tpas

We are a Member of Tpas

We are a member of Tpas, England’s leading tenant engagement experts!

Tpas is a not-for-profit organisation representing members across England since 1988. They are dedicated to promoting, supporting, and championing tenant involvement and empowerment in social housing across the country. Their membership includes local tenants and landlord organisations, covering an impressive 3 million homes. Additionally, they have a growing commercial membership comprising contractors, sub-contractors, and affiliates.

So, what does Tpas do? They are committed to improving tenant engagement standards nationwide. By bringing together tenants, landlords, and contractors, Tpas offers a wide range of services, independent and impartial advice, support, consultancy, and training. Their goal is to provide both tenants and landlords with the skills and knowledge necessary to work together effectively, fostering meaningful conversations, finding solutions, saving money, and creating lasting change in communities.

Included in our membership is a range of learning materials for residents (and our staff, too!). Please sign up to take a look at what’s on offer at https://www.tpas.org.uk/landlord/employee/create-member/55