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Resident Voice and Influence Panel Meeting Notes

Resident VIP Meeting

Wednesday 20th March 2024

Table Summarizing the Attendees of the Resident Voice and Influence Panel Meeting

Resident VIPs Attending

Staff Attending

Bob Tuck

Bali Nahal

Linda Buckley

Julia Davis

Steve Brown

Susan Harland

Eve Parkes

Corinne Roach

Jade Trangmar

Michael Brymer

Louise Hains

Hayley Warner

Apologies: Jade

Jeremy Jacobson

KPIs with Michael Brymer

  • There is a recovery plan in place to improve the efficiency of the repairs service.
  • The new regional manager for Axis started work on 1st March.
  • There are changes taking place within Axis affecting the organisational structure and staffing.
  • Axis recognises the need for improvement.
  • Estuary and Axis are looking at how the contract is currently structured.

Action Point

  • Invite the new regional manager for Axis to a future Resident VIP meeting.
  • Discuss the date of the next Resident VIP meeting to put this in alignment with the KPIs.

Location Specific Issues

  • Jade asked for an update on lights for the Wood Grange Estate.
  • Lighting for the estate is paid for in service charge, and yet it has not been working.
  • Steve asked Corinne to report full post box

Action Point

  • Charlotte Bissatt (Assistant Director for Property Compliance) to be asked for an update.
  • Charlotte to be invited to the next Resident VIP meeting.

Item 4 Corrinne Roach

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

  • Two properties are due to go through- shared ownership. Will make a difference to the percentage.
  • Voids best target in memory.


Linda Buckley: ‘General needs arrears have increased?’


Corinne Roach: We usually see a difference over Christmas and this goes into January. Also local authorities have not been able to provide discretionary payments.

  Update on Customer Voice Subgroups

Health and Disability- Louise has expressed interest in attending this sub-group.

Safeguarding- Louise to send an update. Bali fed back that Louise attended the first meeting and asked some very valid questions.

Health and Safety Steven to complete report, training- being dealt with, changing the format of the meetings and splitting it in half


  • To confirm that Lousie can attend the Health and Disability sub-group.
  • Louise to send an update from the safeguarding sub-group.
  • Steve to complete an update from the Health and Safety sub-group.


Will be inviting people who have made complaints.

Action: Residents who have made complaints to Estuary to be invited to feedback meetings with the complaints team.

New Member

Eve met with Linda and Louise late last week and is interested in joining Resident VIPs. She attended the meeting on 20th March.

Action: To confirm that Eve is happy to join the RVIP

Jeremy Jacobs CCTV

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

Jeremy Jacobs highlighted that the CCTV policy needed review. He shared there were concerns about how CCTV has been managed. The CCTV systems for Estuary stock have been installed one at a time historically with different management systems. In some cases the cameras are broken and old. The issues with the CCTV systems are being looked at in the round- managed by Programme Hub and Charlotte Bissatt. The CCTV policy is being reviewed looking at regulations around door bells etc. However, there are other issues too. The revised policy will need consultation.

The policy involves detail with regard to legality, processes and compliance. CCTV notices also need to be legally compliant.

This piece of work needs to be completed in the round rather than isolated cases. Explaining to people exactly what CCTV does and what they are paying for.



  • A consultation will take place about CCTV with residents from different blocks.
  • Charlotte Bissatt to be asked how many CCTV cameras are on the Wood Grange estate and how many of them are operational.

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

Jeremy Jacobs

Estuary recognise people want to install door bells with cameras. Estuary can ask to remove a doorbell with camera if it in breach of the code of conduct of the ICO (Information Commissioner’s Office). E.g if have a camera looking over a neighbour's fence or if excessive or intrusive in another way.

GDPR, Doorbells and Cameras

Estuary have no rights to demand footage from domestic installations such as doorbells with cameras.

A more thorough review will be conducted on this area.

Action: Jeremy would like wider resident input and to run a consultation about domestic cameras.

Bob T Advocated for more CCTV to be installed in areas on the Wood Grange Estate

Jeremy Jacobs Response:

Budget needs to be checked

Data protection impact assessment to be carried out Balance between benefits and rights to privacy

Feedback from Safeguarding sub-group

Attended Safeguarding panels. Louise in attendance. Estuary have reported 14 cases to social services in the last quarter). Separate reports hoarders and domestic abuse. Estuary also have a vulnerability alert. This allows staff to see the alert although the information is kept confidential.

Susan Harland Responding to Recent Resident Death at the Wood Grange Estate

If a resident dies, it is for the next of kin to refer back to Estuary, if no relative, then a public trustee.

With regard to the recent death at the Wood Grange estate, the clearance of the flat is being treated as a biohazard. This means there has been instruction for all of the items to be left in the flat to be cleared.

Susan highlighted that Estate Services were aware of the incident. Contact was made with the next of kin. Estuary is not legally allowed to go in.

Action: Susan Harland to speak to Caroline Estate Services with regard to the communal area.

Incident reporting system open to contractors, housing officers, and residents. Estuary have a potentially violent register and 271 residents on the vulnerability register.

Helen Gregory Consumer Standards

Customer Engagement have been collecting all the evidence. Jeremy Jacobs to conduct gap analysis. Complaints and communication has been highlighted as a significant issue. The new communications strategy should support some of the issues identified.

Estuary has been assessed for TPAS accreditation and are awaiting the results.

Once have gap analysis, this will be shared. Expect to have for the beginning of May.

The feedback from the regulator was:

‘Doing the basics boringly.’ Evidencing how to deliver standards.

The regulator will be wanting to talk to Resident VIPs. Estuary will get six weeks' notice before the inspection. Will be looking at TSM results and housing ombudsman complaints. Also touched on culture. What is it that we don’t know yet?? Culture shift. Important- that residents lived experience attend board meetings.


  • The strategy to be shared with the next set of Resident VIP paperwork.

Communications Strategy 2024-27 Hayley Warner

Resident voice and influence panel to help shape the strategy. Developing an action plan similar to the Customer Engagement Strategy. What we did:

  • Audience research
  • Stakeholder mapping
  • Review of current communications channels
  • Review of current messaging

35 Stakeholder groups were identified

How involved are Resident VIPs in communications?

Resident VIPs Instagram and live streams

Louise is very active in posting to Facebook for the Resident VIPs.

Action: Support Louise in expanding social media reach- Instagram?

Action: Resident VIPs to conduct some research. What customers do they want to reach?


Steve asked about customers who don’t use social media

Hayley Warner highlighted that the comms team are putting content together a customer newsletter that will be posted to those without internet access.

Bob Tuck asked if the Resident VIPs should have an email address.

Bali highlighted there is an email address specifically for engagement and that private messaging can be done on social media.

Customer newsletter content Good news story

Nominated Resident VIP lead?? Louise best placed.

Location Specific Issues

  1. Hanging TV wires at pirouette steps. These need securing- they’re no longer attached to the building.
  2. Bereford Mansions rendering – complaints have been made about it. This is the first property seen when entering the estate. There has been heavy rain, how has the building been affected??
  3. CCTV working or not? Charlotte to be asked for the number.


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.

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

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.

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.


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.


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.


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



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Reasons to join us. 

Customer Engagement Strategy


Our customer engagement strategy.

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



Tpas 2022-25

TPAS Accreditation Logo 2022-25We'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