The Resident Representative Team (RRT) meet face-to-face every six weeks in our offices and every other week online.
Face-to-face meetings
Agenda:
- Welcome and Introductions - Candida Dutiro
- Declarations of interest - Candida Dutiro
- Minutes from the last meeting - Candida Dutiro
- Gilmartins' performance Q&A – William Walker, Head of Property, and the Managing Director & Assistant Director of Gilmartins
- Digital Strategy overview – Tim Cowland, Head of Digital
- Tenant Scrutiny Framework sign-off – Sophie Field, Head of Resident & Community Engagement
- AOB
Agenda:
- Welcome and Introductions - Candida Dutiro
- Declarations of interest - Candida Dutiro
- Minutes from the last meeting - Candida Dutiro
- Successions/decant & empty homes policy review - Sarah Hopkins, Head of Relationships
- Horizon Scanning, Insight Strategy & Complaints update - Louise Thomson, Insight Strategy Lead, & Malcolm Ankumah, Head of Feedback
- DMC Scrutiny update including key actions - William Walker, Head of Property
- AOB
Agenda:
- Welcome and Introductions - Candida Dutiro
- Declarations of interest - Candida Dutiro
- Minutes from the last meeting - Candida Dutiro
- Customer Contact Scrutiny update to include status of recommendations - Sarah Hopkins, Head of Relationships, & Ashley Porter, Relationship Team Leader
- EDI update - Sarah North, Director of Customer Service & Sophie Field, Head of Resident & Community Engagement
- End Furniture Poverty Project update - Sarah North, Director of Customer Service
- ‘Scrutiny of Scrutiny’ and what this will look like for 2024 - Sophie Field, Head of Resident & Community Engagement/Group discussion
- AOB
Agenda:
- Welcome and Introductions - David Pinnock
- Declarations of interest - David Pinnock
- Minutes from the last meeting - David Pinnock
- Consumer Standards & Red Kite’s approach to delivering them - Noreen Adams, Head of Governance
- Digital Strategy overview - Tim Cowland, IT Transformation Lead
- Springboard budget cuts - Sophie Field, Head of Resident & Community Engagement
- AOB
Agenda:
- Welcome and Introductions - David Pinnock
- Declarations of interest - David Pinnock
- Minutes from the last meeting - David Pinnock
- Corporate Strategy Consultation - Louise Thomson, Insight & Strategy Lead
- Horizon Scanning/ Insight/Complaints update - Dan Fox, Insight & Customer Experience Lead & Louise Thomson, Insight & Strategy Lead
- Tenancy Fraud Policy review - Todd Ricketts, Head of Community
- AOB
Agenda:
- Welcome and Introductions - Candida Dutiro
- Declarations of interest - Candida Dutiro
- Minutes from the last meeting - Candida Dutiro
- DMC Scrutiny Action Plan update - William Walker, Head of Property
- Neighbourhood Management policy & Mobile Scooter policy review - Todd Ricketts, Head of Community, Janine Healy, Estates Manager & Kevin Eckley, Sheltered Services Manager
- AOB
Digital meetings
Summary
RRT had requested an update on our overall status with rent arrears, so staff presented information on the total number of arrears and explained to the group how we work to collect arrears from tenants. The meeting also provided an important update on fire doors, following some email consultation with the group.
Summary
The group reviewed the Boiler Lifecycle Policy, making recommendations on a proposed new approach to gathering important tenant information during annual boiler checks.
Summary
RRT members Jane and Candida gave an update to the group on the recent Board meeting that they attended. Candida also gave an update on the session she facilitated at the Board Excellence Conference, ‘What do Residents expect from their Board?’ Discussions then moved to planning the next scrutiny review, considering whether the group needed external independent support and starting to schedule key milestones.
Summary
RRT reviewed the Gas Appliance and Heating Safety policy and reviewed and approved the proposed Equality Impact Assessment form and policy.
Summary
A Domestic Abuse Policy was reviewed by RRT members Candida and Jane updated the group on the progress with the Customer Contact Centre scrutiny review. They explained to the group the verification work they had undertaken with a consultant from Tpas, to make sure tenant scrutiny results in the agreed changes.
Summary
RRT received an update on the Castlefield Project, which was a site that had previously been marked out for building new homes.
Summary
The group received an update on the actions from the Customer Contact Centre Scrutiny Review. They also reviewed and approved the proposed Tenancy Fraud Policy.