Update from the Engagement Panel meeting on 14 January 2025. The next meeting is on 12 February 2025.

Engaging customers on the Repairs contract

Kate Green, General Manager at Ian Williams, expressed gratitude to the Panel for the invitation to the meeting and introduced her organisation. She highlighted the significance of their new ten-year contract with Brighter Places, aiming to instil confidence in the evolving service. The plan includes pre- and post-launch interactions, ensuring accessibility and engagement with residents and communities.

She addressed various topics, including the effectiveness of communication methods, the importance of performance measures, and the collaborative approach with Brighter Places. She assured the Panel of their commitment to delivering a high-quality service.

Panel members inquired about Ian Williams’ seniority in handling responsive repairs in the housing sector and the influence they can have on the services Brighter Places deliver. They also asked for some clarification in terms of how residents were involved in the decision-making process.

Sally Gilbert, Homes Director, and Kevin Alexander, Head of Property & Compliance, also participated in the conversation; highlighting the breadth of the procurement process and how much they look forward to this partnership.

The Engagement Panel made it clear they have been raising issues with the quality of the repairs and their wishes to be finally heard and see Brighter Places use resources effectively.

Kate Green concluded by reiterating the importance of transparency, inviting ongoing feedback from the Panel to ensure continuous improvement and satisfaction.

Resident-led agendas

Panel members are keen to contribute more to creating the agendas for these monthly meetings. They will discuss this further in February.

The meeting was followed by a social.

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 on behalf of Panel members