RVIP Meeting Notes

General Actions and Updates
Minutes agreed from last meeting; conduct reminded and no conflict of interest to declare. 

Tenant Satisfaction Measures (TSMs)- BN
• Every quarter third party company Acuity ring 250 customers and ask them a set of mandatory questions as part of the Consumer Standards 
•  Identified leased and shared owners have higher expectations- going to look at type of tenure and different type of expectations as a project 

New member acceptance 
•  As part of RVIP procedure, RVIP members need to formally accept new members Heather and Marita. LB to confirm with other members, members present accept

Merger Update- IM  
• Due diligence stage still ongoing 
• IM discussed the process involved and answered Q and A from RVIP. 

KPIS & Service Areas  
Repairs- NK advised final PPP jobs should be completed by end of Aug- 147 approx left; priority to clear PPP jobs, and making sure Axis provide paperwork and invoices on time. 
Customer Services- Slight increase in complaints upheld; just means we are agreeing with customers and looking further into their impact; lots of greens indicating positives- GN void turnaround time much lower than target 

Rent & Service Charge Credit & Refund Policy and Lettings Policy (HG)
Lettings Policy- Following a stage 2 complaint, the policy has been amended to further time being given to those with protected characteristics to make a decision. 
Rent and Service Charge Credits and Refund Policy- it was found that our system didn’t identify high levels of credit. To ensure money laundering isn’t happening in our rent accounts, income officers are now running a report every month that lists high credits and contacting the customer to advise and see if they want a refund/find out more info about it. Discussed service charge info not being specific enough- Carl Mercer, Service Charge Manager, to be invited to the next meeting. 

Subgroups 
Safeguarding- complaint presented at Safeguarding Panel lead to changes within Lettings Policy; cuckooing has now changed to ‘home invasion’; safeguarding training has improved greatly for staff 
Equality and Diversity- EDI- Not enough involvement for RVIP or emphasis on the customers. EDI customer meeting to be set up with Davina EDI officer- who is also providing a list of what options we have for our customers with vulnerabilities, disabilities, deaf, blind customers. A forum for customers will now be set up. 
Complaints Forum- RVIP enjoyed the pre meeting and found this beneficial. 

Axis Social Fund Applications  
7 applications approved by RVIP; located across our stock throughout Essex. RVIP to be invited to appropriate events to see how the money is being used. 
1 application required further information- Southend YMCA. 

Estuary in Bloom Applications 
6 entries- decided everyone getting a prize of £50 cash transfer 
Few applications- suggested a leaflet or emails as social media isn’t spreading the word far enough 
RVIP would like a picture of who gets a prize and follow up after 

Next meeting 17th September 2025 1pm for 1.30pm start, Centre Place, Southend or on Teams  

General Actions and Updates
Minutes agreed from last meeting; conduct reminded and no conflict of interest to declare. 

Complaints and Customer Feedback Policy Review- BN 
•  Has been updated following Building Safety Regulatory additions
• Compensation policy has also been updated to align with Housing Ombudsman guidance
•  RVIP asked for compensation policy to be circulated 
•  Compensation policy has been altered to take into account not just when something is wrong but the impact it has had on the person and their particular circumstances- person-centric approach- policy to be circulated to RVIP

Merger Update – BN
• Currently ‘Due Diligence’ stage- CHP and Estuary sharing their data in terms of performance
•  Now planned March 2026 rather than December 

Void Presentation- NK 
Following on from the Repairs Contract meeting where concerns were raised following high void costs, NK presented costings for two recent high cost void cases. 
•  RVIP asked to do void inspections- in a variety of areas 
•  NK explained difference between AOV and PPP – AOV average order value instead of PPP price per property. 
1.    PPP- Axis would do a certain amount of work up to a certain level and we would pay per month. 
2.    AOV- if you are fixing a leaky toilet, it gets fixed; then a leak from the cistern; this is now one job as it’s still related to the toilet. 

KPIS & Service Areas  
Repairs- average number of days to complete repair decreasing- in July 24 19 days and now 6.87 days in June 25; TSM (Tenant Satisfaction Measures) increased to 83% also- eg everyone who had a repair over 83% people are happy. 
Customer Services- Housing-  all cases in April and May June were 100%, this reflects on customers being happy with Estuary’s service, not specifically the outcome; ASB standard  Anti Social Behaviour Standard | Estuary launched which sets out customer expectations e.g. evidence required and what our limitations are; discussed what support EHA offer- lots of signposting and referrals- RVIP advised the Safeguarding meetings demonstrated how much Estuary do for their customers and how safeguarding is a clear priority for them. 
Income- Discussed the difference between market rent (MR) and GN. MR is private let through estate agents. 

Subgroups 
Health and Disability- workshop next month internally re how we will use the data going forwards. Once workshop done this will be brought back to RVIP. 
Complaints Forum- open invitation for anyone to join 30th July. Member responsible for complaints from Board will be attending and complaints scrutiny will be planned. 

Inside Housing Conference 
Workshops ranging from Governance to AI. Wanted to promote this to other RVIP, yearly and fantastic opportunity.  

Chair Training 
LB attended Chair training, last training was 2017, and has produced short presentation, to send to RVIP.  

Communications Workshop
Highly beneficial for both groups to discuss various upcoming events and publications, eg Annual Report and Bi-Annual Newsletter. Good for relationship building, good to meet people in person, know how people speak etc. 

Britannia Court Action Day
Again successful and beneficial, great to speak to customers and see them. Customers happy to see RVIP and lots of issues picked up on and forward back. 
RVIP leaflet developed- going to be put up in all notice boards by Housing Officers. 

Customer Engagement Protocol Launch
Successful launch of the ‘Customer Engagement Protocol’. Procedure for all staff to follow when holding events etc, so that everything is done the same way. 

Next meeting 15th August 2025 10am for 10.30am start Great Baddow Community Centre, CM2 9RL

General Actions and Updates
Minutes agreed from last meeting; new conduct notes read by LB.

Fly-tipping 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 
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
Lighting Update – MT
• Map was shared- MT advised green areas have been completed and pink quoted for
• RVIP discussed council should be taking some responsibility too as not all the lighting belongs to Estuary- RVIP to invite.
 Planned Works- MG
• 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 
• To get onto programme, need stock condition survey completed- residents can check if this survey is required by calling in to Estuary
KPIs & Service Updates 
• Repairs figures (MB) – positive
• Housing Team (SH)  had exceeded targets for ASB case handling and outcome for end of year statistics
• Arrears figures not quite on target but would only be a couple of cases affecting the data

Subgroups 
Health and Disability- Profiling data and analysis needs to be completed, then RVIP will be have a discussion about how to tailor make this, currently at 80%
H+S committee- 30th April 2025- 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. Discussed RVIP promoting access into properties for gas/ safety/ ventilation. Damp and Mould week October 25; more surveyors are in post and checking more properties. 
Safeguarding- Quarterly; no meeting since the last on 11th April.
 Repairs Contract Meeting- 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 1st 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.  
RVIP Axis visit 1st May 2025
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. Customer Service has greatly improved and lots of positive changes. 
Some RVIP didn’t agree, unfortunately had recent negative experiences; advising those answering the phone and their level of competence and communication to contractors was poor- info gathered and MS to pass to Axis. 
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
 
AOBRVIP- subgroups decided - MS to publish list to RVIP, group leads and get future dates 
CEC- board papers delivered too late. 
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.

General Notes & Actions
Minutes agreed from last meeting; new conduct notes read by Chair LB

Merger Presentation-Ian Martin 
• Explanation of why the Board proposed a possible merger with CHP
• Due diligence process happening at the moment. 

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)- above target for reletting both General Needs and Market Rent properties; long term voids have affected year end figures  

Discussed how best to combat condensation problems. 

SubGroups 
Health and Disability- Customer Profiling Project continues. 
Health & Safety- Rescheduled to 30th April 12-2pm; BT and LD to take turns attending going forward
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- discussed next steps in taking the recommendations forward.

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

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

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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

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.

 

 

 

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.

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.

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.

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.

Recruitment Process 

1. 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.
2. We will signpost you to further information on our website. 
3. We will discuss your application with the existing RVIP during their regular meetings. 
4. RVIP members may wish to meet with you to discuss your application further. 
5. An outcome of your application will be confirmed back to you in writing with next steps. 
6. 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. 
7. 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.