Meetings
Agenda:
- Repairs Performance and future plan for improvements
- Empty Homes & Lettings Performance
- Gilmartins HQ visit update
- AOB
Summary:
The group discussed persistent tenant dissatisfaction with the responsive repairs process - raised through AGMs and wider feedback - and agreed to undertake a full end-to-end review (to be scoped and signed off, starting after Christmas/early 2026). The discussion centred on the tenant experience at each stage: ease of reporting, clarity of communication and accountability after reporting, contractor reliability and training, and overall value for money, alongside readiness for regulatory compliance ahead of the Awaab's Law system launch on 7th October 2025. The group also raised procurement concerns about contractor material mark-ups and will investigate direct supplier negotiations and stronger contract accountability.
To strengthen the tenant voice, the review will consider tenant-led and/or independent audits of the repairs journey and use tenant feedback to define success measures. Awaab’s Law training is planned for the week commencing 20th October (tentatively 23rd October) with service adjustments targeted by 27th October 2025, alongside benchmarking visits to peer housing providers and improved staff handover/induction to protect service continuity.
Agenda:
- Feedback from Gilmartins
- Empty Homes management improvement plan
Summary:
Updates included introductions and attendance, then a Gilmartins performance Q&A covering subcontracting assurances, retention and training improvements, and a request to add van stock/repeat visits as a future agenda item. The group also reviewed the Empty Homes Management Improvement Plan (January 2024–June 2025), noting inconsistent 2024 performance driven by a small number of complex voids and identifying actions to improve turnaround for non-complex voids.
Tenants raised concerns about operatives’ identification, safety and the experience of vulnerable tenants, and the group agreed to bring repairs feedback and Tenancy Satisfaction Measures-related insight into a future meeting; actions are aimed at improving confidence in who attends homes, increasing 'right first time' completion (reducing repeat visits/re-bookings) and supporting faster void turnaround so homes can be re-let sooner. Key actions include Resident Representative Team members feeding back subcontracting/safety concerns, inviting the Insight team to a future meeting to discuss repairs feedback/Tenancy Satisfaction Measures, following up on training centre and toolbox talk opportunities, circulating voids performance data in advance of a future meeting, and resharing prior minutes.
Agenda:
- Service Review
- Questions for Gilmartins
Summary:
Nicole Daish introduced herself and confirmed a long-term role handover ahead of leaving Red Kite in May 2025. The group reviewed contractor performance and service metrics, including work-in-progress (target within 5%) and April 2025 tenant satisfaction (89.3%), and questioned how satisfaction remains high with a reported 36% of jobs overdue; they requested sight of the survey questions and clarification on whether communal area repairs are surveyed. The group discussed preparations for Awaab’s Law (from 1st October 2025) and Red Kite’s Damp, Mould & Condensation workload and resourcing (around 1,400 open cases, with technical officers assigned), plus the approach to empty homes ('voids') using FSG for complex cases and Gilmartins for quicker turnarounds.
Tenant challenge and scrutiny shaped the agenda and actions - members sought assurance on how satisfaction is measured (including communal areas), agreed to raise questions with Insight, and noted that the 12 month post-works Damp, Mould and Condensation (DMC) follow-up process was adopted following tenant-led DMC scrutiny recommendations via the Resident Representative Team (RRT). Actions were agreed for Natasha Evans to attend a future meeting to explain survey questions.
Membership
Anyone who lives in one of our homes can apply to join our Repairs and Empty Homes Group.
If you're interested in joining, we'd love to hear from you.
What's involved
- Help to ensure that contractual requirements, agreed standards and appropriate tenant expectations are delivered
- Act as a scrutiny panel and challenge areas where improvement is required
- Help to set the strategic direction and vision for the service
- Influence and contribute to relevant decision-making so that our tenants' views are integral to how we do things
- Hold staff and our contractors to account against the things they have promised to do (our key performance indicators)
- Review and challenge how our repairs contractors are doing when it comes to activities like getting the work right first time, keeping to appointments, and tenant satisfaction.
- Review and challenge how our empty homes contractors are doing when it comes to activities like speed of turnover, cost of work, and tenant satisfaction
- Consider matters such as how we measure performance, tenant feedback including complaints, health and safety reports, quality standards, work delivered, decision-making, use and choice of materials, relevant processes/policies, and performance of our staff
- Consider related service areas from time to time, such as aids and adaptations and garage lettings
- Help the business to get the best value for money from the services we provide
- Help us to innovate, think of different and improved ways of doing things and set the vision for the future.
Level of commitment: Low
The group will meet at least four times a year and meetings will be held at a location and time that suits the needs of the Group. These can consist of site visits or tours, or formal meetings which will be minuted. Some meetings will take place virtually.
Skills you'll need
- Great at working as part of a team
- Confidence to speak in a group
- Passionate about people and our tenant-led approach.
How we'll support you
- You'll be supported by a member of our friendly Community Engagement team
- You'll receive comprehensive training.
We sometimes work virtually, using email and video calls to engage with our tenants. This means you'll need access to the internet and a device, such as a computer or tablet, to meet with us and our network of tenant volunteers.
We know that not everyone has the equipment or confidence to use digital technology. We can provide support, including training and even access to devices to ensure that you can help to shape our organisation from the comfort of your home. Please don't hesitate to speak to us if you have any questions or concerns. You can reach us by emailing volunteering@redkitehousing.org.uk or call us on 01494 476100.
What you'll get out of it
- Build your skills - you'll receive training and experience
- Working as part of a team.
What our current volunteers say
Linda
"I want to ensure the voice of the tenant is heard and I volunteer on various groups such as Repairs and Empty Homes to ensure this happens."
Apply
If you're interested in joining our Repairs and Empty Homes Group, fill in our simple online form and we'll get back to you soon.