Update from the Engagement Panel meeting on 3 July 2024

The next meeting in August is open to observers.

Repairs procurement

As part of our commitment to improve service to residents we are moving our repairs service plus annual gas and electricity servicing to new contractors next year.

Mike Rippon, Customer Experience and Insight Manager, joined the Engagement Panel to provide an in-depth look at the current procurement process. He outlined the key stages and timeline, offering valuable insights into how decisions are made to help procure the new repairs provider. Panel members were encouraged to share their thoughts on improving the initial interaction when raising a repair, discussing which communication channels they currently use and exploring options they’d like to see in the future.

Looking ahead, a workshop is scheduled for mid-July to prepare for the next phase of the repair’s procurement process, with all interested Panel members invited to participate.

Resident engagement

Jen Griffiths, Customer Service Director, highlighted the importance of resident engagement, emphasising that Brighter Places is committed to ensuring residents’ voices are truly heard within the organisation. Two key resident groups play a central role in this: the Engagement Panel (EP) and the Customer Experience Committee (CEC). Jen stressed the need for these groups to collaborate effectively while maintaining their unique roles.

The EP primarily focuses on operational KPIs (Key Performance Indicators), gathering resident feedback and reviewing services. The CEC takes a broader approach, concentrating on regulatory compliance and strategic KPIs. These indicators demonstrate how Brighter Places is setting standards for services they provide to residents and monitor or performance against those standards.

Jen also introduced several engagement activities the organisation aims to expand, including initiatives like Connected Voices, cultural events, and task-and-finish groups. Panel members shared their insights, discussing barriers that may prevent some residents from engaging with Brighter Places.

Moving forward, the EP and CEC will continue to collaborate on projects aimed at improving service delivery, enhancing resident satisfaction, and holding Brighter Places accountable for its performance.

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

Engagement team