RVIP Meeting Notes

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:

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.

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.

Attendees: Lynda, Louise, Bob, Sammie 
Estuary Staff: Madeleine, Bali, Nicholas, Ayotunde     
Apologies: Fatou, Kayleigh, Marita  and Sabrina 

General Actions and Updates    

Minutes agreed from last meeting; reminder Code of Conduct to be followed during meeting. LB confirmed no conflict of interest with members 

Merger Update (BN)

Merger between EHA and CHP will go ahead 1st April 2026. Currently aligning key policies that need to be ready on day one; combining existing ones from both areas throughout the business will be carrying on as they are until systems get merged. Customer involvement will be imperative to shaping services going forward. 

Rent and Service Charge Presentation (AO)

Estuary are required to follow regulatory standard and policy regulations for rent and service charge increase. This year, we are increasing rents by 4.8% for General Needs, for example. Postal rent increase letters were sent to customers in February and the website has been updated about the changes. RVIP will also send a message out on Facebook regrading this.  

Customer Service KPIS, (BN) 

ASB outcome and case handling 100%. 
Complaints - we have had a larger volume of complaints but a full team is now in place to help respond.  
GN arrears- lower than target which is positive. Estuary have increased available support to customers in arrears. 
Voids- around double the amount of voids historically for this time of year which has affected performance. 

Built Environment KPIs, NK 

Axis are looking for 4 extra operatives to reduce average days to complete repairs and to prevent works outstanding increasing. Transactional results show an improvement over last 12 months.  

Subgroups 

EDI- no Feb meeting, will schedule March meeting 
H+S- continuation walkaround of Woodgrange Estate for lighting. 
Safeguarding- meeting rescheduled to April. 
Repairs- 26/2 pm.  
Complaints- 26/3. 

AOB

12th March- EHA and CHP meet.  
Great British Spring Clean 2/4 11-2pm, MS to send invite. 

Next Meeting: Thursday 26th March 12.45pm arrival for 1pm start.

Attendees: Lynda, Louise, Bob, Sabrina    
Estuary Staff: Madeleine, Bali, Nicholas   
Apologies: Fatou, Kayleigh, Marita and Sammie

General Actions and Updates   

Minutes agreed from last meeting; reminder Code of Conduct to be followed during meeting. LB confirmed no conflict of interest with members 

Awaabs Law Update- Nicholas Kyprianou (NK)

Awaab's Law was introduced through the Social Housing(Regulation) Act 2023 as a direct response to the tragic death of AwaabIshak. Hazards  must be addressed in customers’ homes within 3 working days and the property made safe within 10working days. In December 26, the ‘hazard scope’ will expand to add10 extra hazard categories. Front facing staff at Estuary have been trained on the Housing Health and Safety Rating System.   

Repairs KPIS- NK

Axis will aim to make improvements by:

·      Calling 10 customers at random whilst the operatives are still on site, to ask the customer if they are happy/satisfied with the works completed.

·      Adding new contractors to assist with day to day jobs

Customer Services KPIS- BN 

·       100% of customers are satisfied with ASB case handling and outcomes.  

·       General Need arrears figure below target for the first time in a year; and Market Rent and Shared Owner arrears have also reduced.

·       Overall satisfaction is at 70%, which is above target.

Subgroup Updates   

EDI- meeting arranged for February     
H+S- meeting Tuesday 3/2. 
Safeguarding- next meeting March 
Complaints- rearranged for 3/2 
Chair to remind all if they aren’t able to attend meetings to advise MS and herself so meetings can be postponed if necessary.

Merger Update 

Following the Due Diligence process and the customer consultation, both boards agreed the merger to take effect from 1st April 2026, and a decision letter was posted out to all customers.  A designate board and designate ET team has been formed. Ian Martin has stepped down and Paul Edwards, current CHP CEO is the designate CEO.  Estuary and CHP Merger FAQs | Estuary

AOB  

Inside Housing and TPAS conferences- RVIP to decide attendance

CHP and RVIP meet- will happen before 1st April. Informal with no real agenda. 

Newer RVIP were asked to join WhatsApp group

Domestic Abuse Policy is going to committee. Delta will be redoing various policies/deep dives through the transition.

Next Meeting: Thursday 26th Feb 10am arrival for 10.30 start;  
Centre Place, Southend or on Teams

December 2025

Attendees: Lynda, Louise and Bob  
Estuary Staff: Ian, Paul, Madeleine, Bali, Caroline, Nicholas  
Apologies: Fatou, Kayleigh, Heather and Marita 

General Actions and Updates   
  
Minutes agreed from last meeting; reminder Code of Conduct to be followed during meeting. LB confirmed no conflict of interest with members 

Merger- Ian Martin and Paul Edwards  

15th December final board decision will be made- if the board agrees, launch day will be 1st April 2026 (start of new financial year). 

Opportunity to create stronger, more resilient Housing Association in Essex providing a better all round service for our customers. If we do come together, the organisation will be the largest Landlord in the county/ East of England giving more financial influence and opportunity.  

A Question and Answer session was held with Ian and Paul and RVIP members 

Update on Woodgrange Security- Caroline Creasey  

A multi agency approach is required to deter crime and anti-social behaviour on the Woodgrange Estate. A pilot is currently running on one of the blocks and the following actions have already been taken: 

• an increased presence of Housing Officer and security patrols to deter any activity, identify activity and feedback 
• meetings with local police and local councillors 
• discussions with ‘Design out crime’ looking at structure of buildings, eg where blind spots are etc 
• an increase in police presence, also attending weekly Tuesday surgery  

Built KPIS  

Increase in repairs appointments kept- 95.27% (93.43 Oct)  

Amount of days to complete a repair has risen Sept 13.76 - Oct 14.82; Axis asked to provide an improvement projection 

Customer service  

One case affected Anti Social Behaviour statistics this month 

General Needs arrears are above target  

Void Training update  

RVIP received desktop training from Nicholas, then practical training in the property, going round as individuals and wrote down works needed prior to the next tenant.  

Subgroups  

EDI- complaint following shoe covers, this has led to Axis and subcontractors to offer to wear these in customers homes.  

H+S- shoe covers mentioned at both meetings. AWAAB law- RVIP potentially to do a comms piece, regarding not going through claims management but directly through EHA  

Safeguarding - meeting 27/11  

Letter Templates- BN redesigning template for letter to go to introduce customers to their Housing Officer- RVIP approved letter written.  

Complaints learning – RVIP enjoyed looking at stage 2 complaints. Picked up on mirroring the tone and way the letter was written  

AOB 

New resident has approached involvement following social media uptake. Posts are engaging and gaining people’s trust.  

Videos on website- only appropriate to specific boiler (didn’t fit the one in Chelmsford)- to be raised at Contracts meeting. 

Applications from new members were discussed.   

Reminder to return papers- confidential and needs to be disposed of correctly 

Next meeting Agenda- Update on AWAABS Law, what is being done at Estuary.  

Next meeting 29th January 5.45pm for 6pm start, TEAMS meeting  

October

Attendees: Lynda, Louise, Marita and Bob 
Estuary Staff: Madeleine, Bali, Nicholas 
Apologies: Fatou, Kayleigh, Heather and Eve

General Actions and Updates  
 
Minutes agreed from last meeting; reminder Code of Conduct to be followed during meeting. LB confirmed no conflict of interest with members   

Woodgrange Plumbing Project- Nicholas 

NK explained to RVIP that large parts of the plumbing on the estate are being replaced to reduce leaks and improve the system. Pilot scheme starting with one block.   

Water will need to be turned off so that these works can take place. Residents will be decanted using voids furnished by Estuary on the estate or be staying with family.   

Minor repairs will also be completed during this time.  

Customers can return to their home accompanied by staff during this time if required, and specialised FAQ sheets have been devised for customers.  

Specialised Housing Officer and Axis project workers supporting these customers.   

KPI note- future RVIP meetings ideally to be held after 20th of month so that KPI figures are relevant for that months meeting.  

Built Environment KPIs- Nicholas

Average number of days to complete jobs slightly up to 12.83, but was 16.8 last year this time so vast improvement.  

Tenant Satisfaction Measure (TSM) for Repairs national average is 60%- Estuary figures are currently 66% for Quarter 2.  

Customer Services KPIs- Bali

ASB results 100% for past few months- great achievement.   

Stage 2 complaints figures have dipped due to response times not being met, but measures have been put in place to improve this.   

General Needs relet times are lower than target at 23 days (target 26 days).  

Overall TSM satisfaction is at 67% highest level yet; possibly due to Customer Profiling project thereby connecting with customers more.   

Customer Voice at Board  

Follow up meeting booked for 13th November in person to discuss projected vision further  

BN or MS are available to further speak to RVIP if required prior to the meeting  

Subgroups  

Health +Safety- BT attending 3rd November and has a couple of WDE issues to raise.   
Safeguarding- next meeting 27th November   
Complaints- meeting held 6th October. RVIP enjoyed looking at Stage 2 complaints. Responses will be looked at prior to every meeting going forward. Equality and Diversity Customer Forum- 3rd November next meeting. BN spoke to a complainant and has invited her to a future meeting.  
Repairs-  BN to also attend next Contracts meeting to speak to Axis re EDI and what measures they have in place.  

AOB  

CEC papers – more time is required for RVIP to look at the papers.  

WDE issue- lighting increased from 20 to 30 day repair time; but stairwells should be priority. BT to raise at next H+S meeting.  

WDE- gardener complaint; but also similar complaints in other areas. Possible future scrutiny project.  

Next meeting: 20th November 2025 10am for 10.30am start, Chelmsford Museum, Oaklands Park, Moulsham Street, Chelmsford CM2 9AQ   

September 

October 2024

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

July

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

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 2024

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 2024

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 2024

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.