Update from the Engagement Panel meeting on 1 August

Repairs procurement

Luke Mitchell, Head of Property & Compliance, and Angela Carr, Response Maintenance Manager, joined the Panel to provide further updates on the new repair service and the procurement process. The goal is to create a first-class service by improving communication, efficiency and contractor accountability.

The importance of a robust IT integration between Brighter Places and the new provider, plus the need for clear communication at any interactions were discussed, alongside personal experiences from residents about the current service.

Residents – from and outside of the Panel – have been involved in the procurement process. The organisation is on schedule; the final provider will be decided by the end of the year; with services transitioning in March 2025.

Income Strategy

Head of Housing, Sara Bennett joined the Panel to present the Income maximisation strategy. It focuses on supporting rent collection and ensuring tenants can pay their rent.

For example, the strategy involves helping tenants maximise their income through benefits and collaborating with organisations which can offer independent advice.

There was a call for better tenant engagement, particularly around managing arrears, with suggestions for documenting reasons for debt and improving communication. There was also feedback on the need to include Equity, Diversity, and Inclusion (EDI) measures to assist tenants facing cultural or language barriers.

Several panel members shared their own experiences. This helped Sara to identify gaps in terms of communication and processes. These will be addressed with the different customer-facing teams; and incorporated in the final strategy.

Summer Snap competition

The Panel members in attendance reviewed the submissions for our Summer Snap competition and chose the winners. You can view their sunny snaps here!

All the residents who sent us photos will receive free packets of seeds.

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.

Engagement team