Members heard about the work of the Tenancy Sustainment Team, which helps customers facing a range of challenges and provides support with:

• rent arrears and financial difficulties
• household essentials and energy costs
• emergency food support
• accessing practical help to sustain tenancies

The Panel welcomed the positive impact of early intervention in helping customers remain secure in their homes.

A significant part of the discussion focused on communication during repairs and support for customers with additional vulnerabilities. Members highlighted opportunities to improve:

• communication during emergency repairs
• support for customers with heating and hot water issues
• information sharing between contractors and Brighter Places
• identification and reporting of vulnerabilities during home visits

The discussion reinforced the importance of clear and timely communication, particularly when customers are experiencing difficult circumstances.

The Panel also received an update on plans for a new Brighter Places website. Members welcomed the opportunity for customers to help shape the design, ensuring it is accessible, easy to use and focused on customer needs.

Looking ahead, members discussed ways to engage with a wider range of customers through community events and other activities. The aim is to ensure more customer voices help influence services and future decision-making across Brighter Places.

Thank you to everyone who contributed to the discussion and shared their experiences. Customer feedback continues to play an important role in helping improve services and support across Brighter Places.