Resident Voice and Influence Panel

Woodgrange Drive Estate Surgery – Listening and Acting!

On Tuesday 1st April 2025, Estuary staff engaged with 15 customers at the Woodgrange Drive Estate surgery, resolving queries on-site and scheduling follow-ups.
Robert Tuck, RVIP, was present and highlighted:
"Estuary is showing that they are listening to customers by launching these surgeries, following direct feedback through the RVIP. One customer even managed to speak to the Compliance Team about their bathroom renewal on the same day!"
Join us every Tuesday from 10 AM - 12 PM for support, advice, or just a friendly chat—plus, a warm cup of tea!

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 Scrutiny Fly-Tipping Scrutiny Campaign Signage Fly-Tipping Pilot Campaign Signage Fly-Tipping Campaign Signage on Wall

RVIP Meeting Notes May 2025

Meeting Notes – 14 May 2025

General Actions and Updates

Minutes agreed from last meeting; new conduct notes read by LB.

Matters Arising

· Ian Martin to attend as open invitation, ongoing

· KPIs have been added as smiley face format- completed, to be removed

· Estate lighting update to be provided today 14/5/25- completed, to be removed

· Conduct has been added to agenda for next meeting- completed, to be removed

· Surgery update to be provided- completed, to be removed

· RVIP AND DMC videos- MS to discuss with BN, ongoing

· Bob to email rotary line picture- completed, to be removed

· RVIP factfile complete and link to be sent- completed, to be removed

· RVIP website- ongoing

Flytipping Scrutiny Presentation- LB and BT

Final recommendations from RVIP include-

· Tailoring communication to neighbourhoods based on fly tipping levels;

· Updating information to customers at start and end of tenancy;

· Expand community engagement initiatives;

· Increase promotion of low and no-cost disposal services and introduce clear and consistent approach to recharges;

· Improve monitoring and enforcement in fly-tipping hot spots

· Improve waste removal processes for internal communal areas

· Ongoing monitoring and feedback

KP advised most fly-tipping is laziness and entitlement, and then complain re service charge increases.

CC provided an update:

· WDE 50% of all fly-tipping

· New approach- engaging more with customers, educating customers that it isn’t a free service we provide, and enforcing action against those who carry on offending.

· Have identified low, moderate and high incident neighbourhoods and the high incident neighbourhoods have all been targeted by:

- flytipping pilot

- action days planned for 25-26

- GBSC April 25

· CC advised it was a slow process but progress is being made

Lighting Update - MT

· Map was shared- MT advised green areas have been completed and pink quoted for

· We have no drawings for parts of the estates so it’s been difficult to find out where cables are being fed from. Excavation works will need to take place from week commencing 19/5/25 to find this out.

· Whilst contractors have been on site most weeks since Jan 25; budget wise it’s been broken into sections.

· BT asked who put the light up in Outing Close- MT stated it was not an EHA contractor. MT advised multiple calls had been made and confusion in which light has been fixed/connected- dispute as to whether this was Purdys or not.

· KP advised whilst understood has been sectioned, some areas of estate are in complete darkness. MT advised was asked to focus on the middle area- in particular Ferris Steps due to high amounts of flytipping. KP said lots of crime fighting etc in Outing Close- MT said he could ask for Outing Close to be focused on next.

· KP said the council should be taking some responsibility too as not all the lighting is ours. FO asked if someone from council could attend our next meeting- MT advised it would have more effect if residents themselves contacted the council and invited them- RVIP to invite.

· BN suggested a future separate meeting for estate residents and MT if required so that one area wasn’t focused on solely.

Planned Works- MG

· BT asked for an update on kitchen and bathrooms renewals, window and doors replacements and internal and external redecs

· MG advised current programme ongoing with Absolute for Kitchens and bathrooms renewals- any customers in phase one would have been contacted

· Hoping to work in 500 properties in total this year- MG to share the programme with RVIP

· To get onto programme, need stock condition survey completed- residents can check if this survey is required by calling in to Estuary

· KP asked if we follow any government standards- we do follow the Government’s decent home standards of kitchens 20 year lifespan, bathroom 30 year lifespan, but longer lifetimes given if replacement not required

· BT asked re colours of doors- fire doors were replaced and are now different colours- MT advised fire doors should not be tampered with/ painted as may not have had the right paint etc

Key Performance Indicators- KPIS

· MB came in to discuss Repairs March KPIs figures- all looking positive

· SH advised Housing Team had exceeded targets for ASB case handling and outcome for end of year statistics

· SH advised arrears figures not quite on target but would only be a couple of cases affecting the data

· SH and BN advised we do a lot of benchmarking across other organisations- our Tenant Satisfaction Measures (TSMs) are on par with other organisations our size; though we are keen to be in the lower quartile.

· SH provided additional end of year statistics for Housing

- ASB legal cases- had 15 last year and 1 ASB eviction (interim closure order related to drugs)

- Breach of tenancy- 87 breach of tenancy cases, supporting compliance for failed gas and electric cases

- Tenancy evictions- 2 for tenancy fraud

Subgroups

H and Disability forum

· LB asked if this group was still going ahead or needed to be removed from the Agenda. BN advised profiling data and analysis needs to be completed, then RVIP will be have a discussion about how to tailor make this

· Currently at 80% progress of profiling data. Postal survey would have produced approx 5% data so these are good results

· LH nominated to be representative- BN happy to link in with LH if needed

H+S committee

MS attended with BT and LM 30th April 2025 and provided updates.

- Unacceptable behaviour from residents was discussed; possible RVIP campaign/ publish on Facebook re unacceptable behaviour towards staff

- Asbestos- some properties in our stock have never been surveyed, approx. 100. Have a new contractor, no access procedure wasn’t followed properly before so will be followed correctly this time round

- Discussed RVIP promoting access into properties for gas/ safety/ ventilation. LH advised RVIP were posting on Facebook re compliance access on 1st month - was told to pause and someone from Communications would contact them, but haven’t heard from them as yet- MS to look into further

- Discussed safety postcard for compliance checks to deliver at Action Days/ Roadshows/ HVs- possible RVIP campaign re Axis/ Purdys failed apmnts/ visits that could save your life

- Damp and Mould week October 25; more surveyors are in post and checking more properties. Damp and Mould cases increased from 289 in 2021-2022 to 820 in 2024-2025. 75% cases on Woodgrange. ¼ genuine structural reasons, rest are people not using heating/ ventilation.

- Possible RVIP campaign with comms to produce videos re leaving trickle vents open, ventilation etc; regular short videos.

- Discussed Breach of tenancy workshop with RVIP, comms to be produced for residents following this to promote wider message

- Discussed contractor responsibility- Les example of school who were sued following subcontractors actions. Next H+S committee to discuss how EHA manage contractor risk.

- Discussed pests/rats in communal areas- possible campaign of resident responsibility but EHA may have to pay in advance and recover monies after

· Agreed with BN that both LM and BT would attend going forward instead of one member.

Safeguarding

· Quarterly; no meeting since the last on 11^th April.

Repairs Contract Meeting

· LB, BT and MS attended 14/05/25.

- Over last 2 years, Axis were losing money on everyday repairs, and Estuary have been disappointed with quality of repairs. Now moved from Price Per Property (PPP) charging system to ‘Average Order Value’ (AOV) from 1^st April 25; where we get what we pay for.

- There is a backlog of PPP orders, but Axis have brought in more staff to combat this.

- Spoke re RVIP comms regarding residents cancelling appointments over the summer/ in nice weather so Axis don’t have wasted trips

- MB advised figures are improving- average time to complete a job during April 2025 5.14 days

RVIP Axis visit 1^st May 2025

· BT advised previous meetings were what they thought they would want RVIP to hear. 1st May visit was different- showing systems used and positive data. Went into the call centre; staff have received empathy training and had positive attitudes.

· LH- didn’t agree, unfortunately has had recent negative experiences; advising those answering the phone and their level of competence and communication to contractors was poor.

· LH asked if question re chatbot question was answered- MS advised we were told on 1^st May it was a work in progress and different parts were being added but will chase for more info

· FO asked what LH suggested to ensure things improved; perhaps something for RVIP to think about

· KP advised it was like an Ofsted inspection- when they know we are attending they would be on best behaviour; and advised she didn’t understand where the stats come from for repairs KPIs. KP advised call centre are rude and wrong contractor recently attended (electrician) for digging a hole and is a cost implication to EHA.

· LH advised 75% Axis fine on phone- the issue is who attends the job. Do the operatives at the call centre know enough to put the right people in the right job at the right time. LH was asked to diagnose the job she needed but didn’t know the information to give. LH mentioned a text issue- which was confirmed in Contracts meeting.

· KP advised Axis are overstretched and work with too many employees. LB asked re window sealant- first operative didn’t know enough and put the phone down, and second one knew.

· EP advised wrong contractor turned up and wasn’t appropriate in the way he dressed or spoke- EP advised she was made to feel like it was her fault. EP advised she called Axis and the same guy attended- communication is an issue. Perhaps contractors attending properties need training, and subcontractors.

· MS to gather info and feedback to Axis.

· MS provided further updates to 1^st May Axis visit:

- Visit was on the 1 year Anniversary of Centralised Complaints Team, where 11 staff are trained on all contracts

- Discussed RVIP to encourage people to leave positive reviews; as only unhappy people are reviewing

- Text survey has improved, can now elaborate

- BT advised operatives have changed on WDE- polite, showing ID, clear up after jobs

- Axis introduced Customer Experience Awards- monthly rewards for excellent customer service, including operatives

- More training had been given to call centre staff- empathy and dementia, FO suggested mental health training

- Recruitment has changed for call centre staff- role play, an interview and 8 weeks training- corporate training of a day, buddy up for 7 weeks

- Looking into how deaf people can make a complaint, and provide a variety of languages

- Call quality criteria- twice a month colleagues sit with senior to assess anonymous calls

- Contact centre now managing expectations more- eg telling people it might not be fixed first visit

- Communication improved- might not want to hear it but need to say it eg might not be fixed/ won’t make it/ delays etc

- Follow on works are booked with 48 hours

- Axis seeing it not just a ‘property’ but ‘home’ and huge focus on customers being human beings

- RVIP suggested change their hold music- to be looked into

- Axis are going for TPAS Contractor Resident Engagement Standards

Complaints Forum

· Next meeting will look at anonymised complaints and responses, date TBC

Surgery Update – MS

· MS updated the Panel on surgery attendance, and thanked RVIP for promoting on Facebook

AOB

· Complaints forum- paused for now due to lack of attendance

· RVIP- subgroups decided - MS to publish list to RVIP, group leads and get future dates

· CEC- board papers delivered too late. Need to be two weeks in advance. LH - can only do 12-2 Mondays- MS to email group lead

· RVIP June meeting 26th June - MS to finalise with LH and location

· Roadshows- BN advised merger consultation of customers is necessary across the summer, so may be paused

· Estuary in Bloom- MS showed posters/socials and advised categories reduced- RVIP happy to proceed.

· FO advised much happier with RVIP format compared to FER

RVIP Meeting Notes April 2025

General Actions and Updates

Minutes agreed from last meeting; new conduct notes read by LB.

Merger Presentation- Ian Martin

• Link to Estuary’s Corporate Strategy demonstrated

• Explanation of why the Board proposed the merger given

• Could we do it ‘better and quicker’? – and be stronger together

• Due diligence process happening at the moment, proposed merger December 2025

FO asked acronym of CHP = Chelmsford Housing Partnership

FO asked whether Estuary are going to be offering different services. IM advised possible DLO (Direct Labour Organisation) repairs service as opposed to contracted repairs delivery. Tenancies, tenures and rights will stay the same. EHA potentially going into CHP due to their pension situation. FO thinks questions from customers will be ‘will my rent change’, and ‘what will the maintenance service be’.

BT asked if nothing was set in stone currently- IM confirmed it wasn’t

BT said residents with relatives in CHP housing in Southend aren’t happy with CHP; IM explained due diligence looks into all aspects of the service. BT said a positive would be the DLO service coming back.

IM reminded conversation on this call is to remain private as current relationship with Axis needs to stay positive and wider customers will be kept informed in due course

Damp, Mould and Condensation Training (MB)

Updates: Damp and mould dashboard now reviewed monthly;

Damp Mould and Condensation policy now in place as of March 2025

More surveyors in post so more property checks taking place

KPIs & Service Updates

Repairs (MB)

• Year-end performance was positive; several rising trends as shown

Customer Satisfaction (CR)

• Call handling and case management satisfaction exceeded targets

ASB Satisfaction (CR)

• Year-end performance was positive; several rising trends as shown

Income (CR)

• Pleased to hit target for end of year with General Needs arrears

• Above target for reletting both General Needs and Market Rent properties but long term voids have affected year end figures

Questions & Comments

• LH asked how many people get asked about satisfaction; MB advised 100 a month by Acuity; a third party company.

• LH asked what about the customers who are still waiting to have repairs done; MB advised if dissatisfied then will be looked into via complaints process

• FO discussed unsatisfied customers.

MB advised:

- he signs off all stage 1 complaints and there are regular complaints meetings

- repairs service needs to be improved- whilst recent TSMs and performance indicators do show improvement, they need to be sustained

- a new pricing model has been introduced- if Axis perform better they get paid more.

- KPIs have changed- added complaints, satisfaction.

• LH thanked MB for his honesty and admitting the service isn’t ideal but can see it is improving and was happy to hear he was aware of the issues

• MB acknowledged water issues on WDE – and advised dealing with the overall infrastructure bit by bit is being looked into

• LH spoke re how EHA are educating residents on condensation.

MB advised:

videos are being developed showing how to work heating systems; ventilation systems are being upgraded;

cut off switches are being removed so that fans are working constantly

• LH suggested shorter regular videos educating customers; a real person in a real home opening windows etc- help residents trying to help themselves.

• BT advised all flats have a rotary line place in the troughs- BT to take picture, new Housing Officers to be advise tenants on where this is; possible budget to be given by repairs for rotary lines.

• BT asked if it was illegal to withhold rent/ service charge; CR advised neither are ideal and an alternative of logging a complaint/ compensation should be suggested

SubGroups

Health and Disability

• On hold due to completion of Customer Profiling project. HG updated that 71% completed currently. MS said it had been enjoyable to do the calls and speak to people who may be lonely. LH said there was a group in Chelmsford of phone volunteers to support those who don’t have people to speak to etc which we could look in to.

Health & Safety

• Has been rescheduled to 30th April 12-2pm; BT and LD to take turns attending going forward- any concerns to be raised to them before next week. FO raised wooden electrical boxes on WDE are broken.

Safeguarding

• LH and HR attended 11th April. HR suggested Domestic Violence support for male victims to be on Estuary website.

Complaints

• Next meeting 16th May 2025. MS advised anonymised complaints and responses will be provided for the group to look at as per LB request.

Complaints Scrutiny

• Feedback given by members that Raj didn’t let them speak freely; and no case studies were provided. Comparisons were made to a beneficial and effective ASB policy review with Susan Harland. HG advised the session could be seen as the first part in the Scrutiny process, more info to follow.

RVIP Meeting Notes February 2025

RVIP Meeting Notes
General Actions & Updates

• Louise to be sent RVIP meeting notes via email (email address to be checked).
• Kayleigh Paveley notes PR.

J - Governance & Regulation
• Presented A History of Social Housing covering past regulatory bodies.
• Former Regulation split into Economic and Consumer; where only Economic Standards were proactively regulated.
• Regulation abolished in April 2024 resulting in all the standards being proactively regulated as well as new Consumer Standards being introduced.
• Regulator of Social Housing (RSH) inspection standards:
o G Ratings (Governance): G1 (best) → G4 (worst, board replacement risk). G1 and G2 are compliant – G3 and G4 non-compliant
o V Ratings (Financial Viability): V1 (strong) → V4 (high risk). Vi and V2 are compliant – V3 and V4 are non-compliant
o C Ratings (Customer engagement): Assessed via interviews.
• Estuary’s current standing:
o V2 rating (some risk, but manageable).
o C grading still pending.

KPIs
o Complaints performance slightly below target but reasonable given volume.
• Next steps: General arrears stats to be released on 20th.

Nicholas - Repairs & Maintenance
• Repairs performance update:
o Jobs completed on time: 80%.
o Average days to complete a repair: 18.1 (December/January delays).
o Axis issues (water leaks on the Woodgrange Estate, operatives to be available Tuesdays & Wednesdays).
• Complaints trends:
o High complaint volume in January (expected seasonal trend).
o Voids update: Two available for RVIP visits on 4th March at noon - (WDE & York Road).

Damp & Mould Concerns
• Echo report discussion:
o Issues with old copper pipes, construction defects, surface water.
o Customer concerns: Some cases are condensation (tenant responsibility).
o Complaint escalation: One call should suffice; follow-up process in place.
• Next steps:
o RVIPs invited to submit addresses with concerns.
o Damp & mould to be a key topic at the next RVIP meeting.
o Madeleine to contact Louise to check settings in Teams for joining meetings.

Mark - Asset Management & Planned Works
• Team expansion: Ben Seaden, Elise Walker, Sean Kelly.
• Decent Homes Standard:
o Prioritizing building safety & long-term work planning.
o Stock condition surveys: Conducted by Arc, take 20-40 mins.
o Damp & mould flagged for Nic’s team if found.
o 100% Decent Homes compliance target by March 2025.
• Kitchen replacements: Older kitchens prioritized. Issues to be reported via KeyStone.

Customer Voice & Engagement
• Louise Haines liaising with Gemma Kopel-Doree; will join EDI Forum in March.
• Customer profiling updates: Positive response from customers; improves communication.
Health & Safety
• BT liaising with Axis; next meeting date pending.
• Les McDonald interested in attending on a rotating basis.
• New staff member Frankie expected to bring improvements.
• All RVIPs invited to attend meetings.

Next Meeting
Tuesday, 4th March 2025, 12 Noon

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.

Selection and Recruitment Procedure

Recruitment Process

We will acknowledge any request to join RVIP in writing and may need to speak with you to obtain further details and information about your expression of interest.
We will signpost you to further information on our website.
We will discuss your application with the existing RVIP during their regular meetings.
RVIP members may wish to meet with you to discuss your application further.
An outcome of your application will be confirmed back to you in writing with next steps.
If accepted, we will share with you the Terms of Reference and Code of Conduct. The resident will be required to sign a copy of the same and return to Estuary.
We will ask new members to join on a trial basis for 3 months, to check that they like the role and that the panel work well together.

We're small group of people who are a broad mix of Estuary residents from different locations and housing types, including social housing, supported housing, and leasehold owners. As well as a mix of residents, it is supported by Estuary staff. Ongoing support and helpful training will be offered to all, so that everyone feels confidently able to enjoy membership.

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

When someone expresses interest to join the panel the applicant will be considered by the RVIP during their monthly meeting.

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

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:

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Customer Engagement Strategy

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Tpas 2024 - 2027

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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

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

Recruitment Process