Join the Resident Voice and Influence Panel
Reasons to join us.
Customer Engagement Strategy
Our customer engagement strategy.
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 VIP Meeting
Wednesday 20th March 2024
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
Action Point
Location Specific Issues
Action Point
Item 4 Corrinne Roach
General needs above 4%. Hope to bring under 4% by the end of the financial year.
Question
Linda Buckley: ‘General needs arrears have increased?’
Answer
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
Actions
Linda
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.
Action:
Steven
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.
Action:
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:
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?
Question
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
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:
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:
3. The role:
3.1 The panel needs members who are engaged and can:
3.2 As a panel member acting on behalf of Estuary residents, you will:
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:
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:
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:
Reasons to join us.
Our customer engagement strategy.
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