Update from the Engagement Panel meeting on 16 April 2025. The next meeting is on 20 May 2025.

New repairs contractor – feedback on customer service training

Resident and Panel member Sarah White delivered Customer Service Training as part of a three-day Induction for Ian Williams staff, Brighter Places’ new repairs partner. Jon Kent, Panel member, also came along and took part in some activities.

The training was designed by Sarah with the aim of improving the experience of residents when receiving services from Brighter Places and their contractors. The hope is to develop a culture where the residents’ voice is prioritised.

The Panel members describe the day as “positive, engaged and interactive”. It was well attended with active learning activities using Lego and real-life scenarios.

The training session was attended by Ian Williams staff from different levels and roles; it was felt that this showed commitment to improvement. The feedback at the end of the training from Ian Williams staff was very positive. The session ended with staff feeding back what they would do differently now they have had the training.

The residents panel hopes that this training will be rolled out to all Brighter Places and Ian Williams call handlers and other customer-facing staff.

‘Town Hall’ event scheduled for 17 September 2025

The Panel discussed ideas with enthusiasm about the Town Hall Event which has been provisionally scheduled for Wednesday the 17th of September in the evening.

Brighter Places Communications team will attend the Panel meeting in May to collaborate and develop a strategy for the event. The hope is to co-produce a quality opportunity for residents to be heard, informed and involved in the work of the Engagement panel.

There are four Panel meetings, one a month, between now and September and time will be allocated in these meetings to prepare. The Panel will be supported to set up an Eventbrite account so that residents can register this way.

The aim is to have clear and transparent objectives and outcomes. The Panel would like to update everyone who attends about what we have achieved so far and to co-create an agenda for future meetings.

The Panel would like the ‘Town Hall’ to be attended by 10-20 residents initially and build up to 100! The first meeting will be between 30 minutes to an hour.

Residents will be warmly welcomed, and ideas are being developed about how to make it accessible and how to make sure all voices are heard.

We hope to take a closer look at areas of concern for all residents and work alongside managers to develop recommendations for change and real improvements.

If any Brighter Places resident is interested in the panel meetings and would like to attend a meeting as an observer, please email the Engagement team at engagement@brighterplaces.co.uk. All residents are welcome.

Sophia Robinson – Panel Member