Update on the customer experience committee, the year ahead and repairs

Blog / Engagement Panel

Update from the Engagement Panel meeting on 10 January 2024.
The next meeting is on 8 February 2024.
Update on the Customer Experience Committee

Update on the appointments for the Customer Experience Committee (CEC) from residents, there were 12 applications with 5 candidates offered an interview, and 3 candidates have been appointed bringing with them a variety of experience. The first meeting of CEC took place on the 31st of January 2024.

Some Engagement Panel members are concerned that there may be too many boards/ committees/panels where it becomes all talk and no concrete action. This is something that will need to be monitored and clearly show what the panels/committees are achieving over time.

Engagement Panel: Year ahead

The panel was asked to think about the year ahead and what the panel would like to look at. One common thread was improving the communication between residents and Brighter Places with discussion around the residents’ information on their online accounts and the importance of updating IT systems.

Complaints handling was also raised; it was felt that residents should be part of the design of this process and staff training as it was unclear what happens when a complaint is logged.

Repairs and finance

One of the Panel members met with Grant Giles, Director of Finance for a discussion about repair costs and rent raises. They discussed the possibility of a blended approach to repair funding and a partnership between the residents and Brighter Places. For example, the possibility of joint funding where residents would like to make improvements to Brighter Places properties. When Brighter Places staff talk to residents regarding such queries, they also must remember that this is our home which most residents like to take pride in.

It was unclear what repair items Brighter Places or residents had responsibility for, it was also highlighted that this may imply tenancy agreements with several people not sure what their agreement contained and where it could be found.

This area of work will be further looked at by the Panel members.

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.

Ange White – Panel member