A key discussion focused on the first few months of the new heating and gas service contract. Members received an update on progress and shared feedback on their experiences. Topics discussed included:

• communication with customers
• appointment management
• repair performance
• customer satisfaction

The conversation provided an opportunity for customers to give direct feedback and highlighted the importance of open communication in driving service improvements.

The Panel also reviewed a number of housing policies, including:

• management transfers
• anti-social behaviour (ASB)
• domestic abuse

Members discussed the importance of supporting customers facing difficult circumstances and ensuring policies are applied fairly, consistently and with a focus on vulnerability and safeguarding.

Planning also continued for the Virtual Kitchen Table event, which aims to give more customers an opportunity to share their experiences, discuss the issues that matter most to them and help shape future priorities. Members agreed the event should be welcoming, accessible and focused on listening to customer views.

Looking ahead, the meeting reinforced the value of partnership between customers, contractors and Brighter Places. By continuing to listen, challenge and work together, we can help ensure customer experiences remain at the heart of service improvements.