Resident Representative Team meetings and decisions

Meeting

3rd December

A brief meeting centred around an update on the progression of the digital transformation project and wrapping up until RRT returns in January 2026.

Decisions

Terms of Reference review

RRT completed a review of their Terms of Reference, adding new guidance to strengthen proactive succession planning. The updated document was considered by the Operational Performance & Tenant Services committee (OPATS) in late November and formally approved by the Board in early December.

Meeting format changes

RRT agreed a new meeting approach for the next 12 months, introducing an in‑person element to every meeting while retaining digital access to ensure maximum inclusivity for all members.

Meetings

17th November

Agenda:

• Welcome, Introductions & Apologies - Ron Fowler, Chair
• Declarations of interest - Ron Fowler
• Minutes from the last meeting - Carol Bacchus, Vice-chair
• SHDF Wave 3 Procurement discussion - Catherine Gray, Commercial Manager
• RRT Operational Performance Dashboard (OPD) overview - Louise Thomson, Insight & Strategy Lead
• Feedback & Complaints overview - Malcolm Ankumah, Head of Feedback
• Communities, Supporting Customers & Tenant Engagement strategies - Sarah North, Director of Customer Service
• AOB

5th November

Tpas training session, ‘Supporting and Developing Scrutiny'.

3rd November

RRT members reviewed the Rent Collection & Debt Recovery policy, with key changes including clearer wording on rent responsibilities, updated references to Universal Credit, removal of outdated system references and unused quality assurance checks. The group discussed direct debit flexibility, use of the Experian Rental Exchange to identify tenants needing support, and clarified that automatic arrears letters do not create lasting negative marks. RRT then considered the revised RRT Terms of Reference, with changes to membership roles, quorum, attendance expectations, succession planning, and annual reviews. The meeting concluded with upcoming dates for CEO recruitment activities, training sessions, and future RRT meetings.

Decisions

RRT involvement in recruitment

RRT representatives Ron Fowler, Carol Bacchus and Derek Clarke supported the recruitment process for Red Kite’s new Group CEO and look forward to working with the successful candidate. Carol also assisted in appointing the Tenant Engagement Manager, while Maureen Davis joined the panel for the Community Engagement Support role.

November: Training and development

RRT members, observers and Repairs Panel volunteers attended Tpas scrutiny training on 5th November, providing a solid introduction for newer members and a valuable refresher for others. Plans are underway for two further half‑day training sessions in Q4, focusing on policy review and effective challenge. Tpas consultant Sam Goodwin is offering ongoing support to the group, particularly to Ron and Carol, as RRT transitions into a new leadership phase.

November: Repairs performance

RRT challenged current repairs performance, with Ron requesting clearer insight into how jobs are closed down and progress updates. He proposed meeting Gilmartins again to understand the continued issues with repeat repairs and outstanding jobs. It was agreed that the Director of Property will attend in January 2026 to explain the known challenges and actions being taken.

November: Complaints overview

RRT expressed a strong interest in better understanding maladministration and will lead a deep‑dive review in early 2026.

Meetings

23rd October

RRT members attended an Awaab's Law training session, to support tenants to be able to provide information on Awaab's Law to other tenants within the community.

20th October

Head of Resident and Community Engagement joined RRT to deliver an update on the development of the Customer Focused Approach, led by the Head of Relationships. with discussion centred on improving consistency, accountability, communication with contractors, and first time resolution of tenant issues. Members shared both positive and negative service experiences, highlighting concerns about contractor communication and variable quality of repairs, as well as the need to maintain momentum on service improvement projects. Updates were provided on the tenant led scrutiny review of the SHDF project, including concerns about inconsistent information and next steps for progressing the action plan. Susan Hickey also outlined the CEO recruitment process and upcoming interviews. Finally, RRT agreed future agenda actions, including meeting time considerations and an upcoming scrutiny workshop.

13th October

Agenda:

• Welcome and Introductions - Ron Fowler, Chair
• Declarations of interest - Ron Fowler
• Minutes from the last meeting - Ron Fowler
• CEO Recruitment Update - Susan Hickey, Interim CEO
• Twenty11 concept overview and update - Alan Keers, Deputy CEO
• Gilmartins Performance Update - Alan Core & Gilmartins
• AOB

Decisions

Gilmartins

RRT members sought assurance that issues identified during the head office visit had been resolved, and confirmation was received that this information is now being passed on.

K&T Heating

Following an incident highlighted by an RRT member, K&T Heating began investigating colleague performance. RRT requested ongoing updates to ensure concerns are addressed thoroughly.

Awaab’s Law training

In response to tenants seeking clarity from involved volunteers about how repairs are treated under Awaab’s Law, Red Kite delivered a dedicated training session for RRT and wider tenant volunteers. This aimed to equip them to better support neighbours and their communities with accurate information.

Meetings

29th September – RRT Annual Away Day

RRT members met in Princes Risborough and began by finalising the interviews for a new Chair and Vice Chair for RRT and confirming the process for their appointment. The group then engaged in a workshop considering the future of the tenant engagement pathway at Red Kite, refreshing understanding of Consumer Regulation and Inspection. Next, the Head of Property shared a Damp Mould and Condensation Policy for review, responding to the needs of Awaab's Law. It was confirmed that Red Kite would be going live with Awaab's Law processes and systems from the 6th October 2025, ready for the mandatory go-live date on 27th October. RRT queried contractor readiness for Awaab's law and it was confirmed that the Awaab's Law timescales fit within our existing contractor obligations and agreed timescales.

11th September

RRT members and Red Kite staff members visited Gilmartins' head office in Dunstable. This visit followed two visits from Gilmartins senior staff to RRT, in September 2024 and April 2025, and RRT presence at the August Toolbox talk.

Decisions

AGM

Candida Dutiro was elected to the Board, and six RRT members were formally elected.

Gilmartins use of subcontractors

Following a formal letter sent in June about Gilmartins’ use of subcontractors, RRT worked with Red Kite to compile specific examples of concern. These were escalated, and a written response has now been received. Gilmartins will return to the formal RRT meeting in October as part of their regular six‑monthly attendance. Gilmartins confirmed their commitment to sub-contractor standards and will investigate the concerns.

SHDF scrutiny review

Ron Fowler and Carol Bacchus presented the RRT’s Social Housing Decarbonisation Fund scrutiny review to OPATS. The review explored reasons why tenants refuse energy efficiency works delivered by E.ON and IZ Energy, despite the long‑term benefits. Running from May to August 2025, the review identified three key themes: communication, partnership working, and understanding the homes. Five recommendations were made:

• development of a communications plan
• involvement of tenants in reviewing letters and leaflets
• piloting a tenant liaison officer role
• ensuring tenant involvement in contractor selection
• maximising SHDF works in empty homes.

Awaab’s Law workshop

RRT members joined other volunteers to test new reporting processes and letter templates ahead of the October launch. The session identified improvements, and wider system testing took place. A dedicated training session for volunteers is planned for November.

Gilmartins head office visit

Six tenants and three staff visited Gilmartins’ Dunstable office, viewing training facilities and questioning induction success rates. A demo of the Localz tracking system revealed an access issue which is now being investigated. Tenants and staff reviewed how dissatisfaction data is recorded and secured agreement for regular data sharing. The visit concluded with discussions on social value partnership opportunities.

RRT Annual Away Day

The away day focused on sector expectations for tenant voice and shaping the future volunteer structure, feeding into the new Resident and Community Engagement Strategy. Guest tenant volunteers joined to discuss updates to the Damp, Mould and Condensation policy and the implications of Awaab’s Law. Tpas consultant Andy Fry delivered an in‑depth session on building and fire safety, arranged following RRT’s interest at July's Tpas conference.

Meetings

19th August

As part of ongoing engagement with Gilmartins, our main contractor for responsive repairs and voids, RRT were invited to attend a ‘Toolbox Talk’, a monthly meet-up of Gilmartins operatives at our offices which offers an opportunity to talk through key messages. 15 repairs operatives attended and the topics covered where Leptospirosis, drugs and alcohol, near miss reporting, and working at height.

An RRT member asked how Gilmartins feel about the information they are given by Red Kite about the jobs they go out to undertake. This led to a discussion around an example relating to thermal boards, important for works relating to damp, mould and condensation (DMC). They currently cannot source the size of board requested, and it was agreed that this would be an action for Gilmartins to take away and address. Ensuring this item is part of their stocks means less disruption and fewer delays for tenants; in one instance, not having them available turned a one-day job into one lasting four days. RRT will monitor the progression of this at their future meetings.

18th August

RRT reviewed the Health and Safety Policy with the Head of Property, with RRT members enquiring about preparation for Martins Law and the approach to risk assessments and the difference between a responsible person and an accountable person. The group were in agreement for the policy to progress to OPATS and Board review with RRT approval. Under the digital transformation update, the Head of Digital highlighted progress on new housing and asset management systems, a future tenant portal and app, improved telephony procurement, and work to respond to Awaab’s Law through better damp and mould reporting and streamlined systems. The bespoke RRT Operational Performance Dashboard (OPD) was shared by the Insight and Strategy Lead, reporting on the specific data that RRT had selected following tpas training and RRT workshops.

11th August

RRT received a complaints update from the Head of Feedback, who explained that complaints are mainly caused by poor communication, repair delays and failure to deliver on promises of agreed actions. RRT members reviewed proposed Feedback policies for both Red Kite and Twenty11 and agreed them.

9th August

RRT members spent the day reviewing all the content covered through the current Scrutiny review of SHDF programme refusals, and drafted their recommendations and prepared their report draft.

Decisions

Gilmartins Toolbox Talk

RRT member Ron Fowler attended a Gilmartins ‘Toolbox Talk’ to gain more insight into how operatives are supported with information and key messages on an ongoing basis.

Meetings

30th July

The Senior Project Manager from Red Kite attended to outline more detail around the delivery of this programme of works. The meeting focused on deepening RRT member understanding of this complex programme and understanding the detail around the approach for wave three of the programme. RRT members were keen to better distinguish in future reporting, the difference between tenants who refuse and tenants who they cannot successfully contact. At this stage, RRT members began considering the barriers to E.ON or IZ Energy being able to contact Red Kite tenants without it seeming like a spam call.

28th July

The meeting focused on understanding tenant refusals for decarbonisation works, with the Senior Insight Research Analyst returning to RRT to present insights that highlighted key communication challenges, particularly the need to address misconceptions about costs and the concerns from tenants with specific circumstances that could present further challenges to accepting the works. RRT discussed improving clarity in letters, offering tailored information, and creating fact sheets to support residents. Several questions were raised for follow up with the Senior Project Manager, including the impact of solar panels on EPC ratings, post works inspections, contractor communication practices, and learning from tenants who have had positive installation experiences.

21st July

Agenda:

• Welcome and Introductions - Candida Dutiro
• Declarations of interest - Candida Dutiro
• Minutes from the last meeting - Candida Dutiro
• Gilmartins update - Candida Dutiro
• Tenant Engagement Update - Candida Dutiro and Sophie Field, Head of Resident and Community Engagement
• Update from the attendees of the tpas National Tenant conference - Derek Clarke, Carol Bacchus and Michelle Ball
• Scrutiny update - Jon Upchurch, Volunteering Engagement and Events Manager
• AOB

7th July

The meeting covered an overview of the government’s requirement for all homes to reach EPC C by 2030 and Red Kite’s successful £1.2m funding bid to upgrade 140 properties, along with the partnership with E.ON to deliver the works, followed by group reflections highlighting the need for clearer tenant communication, updated EPCs, and better explanation of the legal mandate. The group agreed on the importance of creating a clear tenant engagement timeline and committed to additional RRT meetings to push forward this review.

2nd July

The meeting brought together RRT members, Red Kite staff, and E.ON representatives in order for RRT members to learn more about the wider project and how it is delivered. E.ON outlined their communication process with tenants, including introduction letters, follow up calls, and door knocking activities. IZ Energy were confirmed as the contractor delivering retrofit works, adding another layer to consider.

A significant focus was on understanding exactly what we meant by the term ‘drop-out’ which related to properties that were flagged for improvement works which did not progress. Reasons included property unsuitability, already having an A–C EPC rating, tenant refusal, no contact, and various barriers such as incorrect contact details, safeguarding concerns, disrepair, or mistrust. Technical issues (e.g., asbestos or external cabling) were also highlighted as barriers.

Engagement efforts—such as door knocks and a drop in event—had mixed success. However, repeated contact attempts led to around 25 previously unresponsive tenants re entering the process. E.ON confirmed the target of improving 140 homes to EPC C or above by August 2025.

Key actions included circulating detailed drop out figures, exploring alternative engagement methods, and liaising with other housing associations to understand best practice. A follow up meeting was proposed for 7th July to begin scoping work.

Decisions

Tpas National Tenant Conference

RRT members attended sessions exploring the future of tenant engagement, organisational culture, building safety and wider sector challenges. A key theme was how to safeguard the progress made in embedding tenant engagement despite potential future changes in the sector or government.

A particularly impactful session was led by Tpas facilitator Andy Fry on Building Safety and Resident Engagement. This highlighted an area where RRT would benefit from deeper understanding; as a result, Derek Clarke and Sophie Field are working with Andy to deliver a tailored session at the RRT away day in September.

Tpas launched a new Procurement Toolkit to strengthen tenant involvement in procurement. RRT members brought this back to Red Kite to explore how it could enhance tenant influence in this important area.

Scrutiny work

RRT are reviewing why tenants refuse improvment works which ultimately should benefit them.

• Reflections following discussions with E.ON and Property Pod colleagues
• Review of all information gathered to date
• Insight overview of additional data relating to refusals
• Overview of Social Housing Decarbonisation Fund programme progress.

Meetings

23rd June

RRT were joined by the Senior Insight Research Analyst, who outlined the wider organisational data relevant to the new scrutiny review topic on energy improvement works refusals. They reviewed progress toward EPC targets, noting older homes and tenant refusals/no access as key challenges. RRT members discussed analysing refusal reasons, demographic trends, and data gaps. Options for Scrutiny delivery were explored, including tenant to tenant outreach, community team support, and a possible bootcamp.

16th June

Agenda:

• Welcome and Introductions - Candida Dutiro
• Declarations of interest - Candida Dutiro
• Minutes from the last meeting - Candida Dutiro
• ASB comms plan - Sarah North, Director of Customer Service
• Riverside Transfer (319 new homes in Windsor & Maidenhead) - Sarah North, Director of Customer Service
• Community Strategies consultation workshop - Sarah North, Director of Customer Service
• AGM preparation - Sophie Field, Head of Resident and Community Engagement
• AOB

2nd June

RRT met on 2nd June 2025 to progress the scrutiny topic on why tenants refuse energy efficiency works, exploring communication, contractor issues, and the need for clearer data. They scheduled an extra meeting to prepare for discussions with contractor E.ON, noted completion of the Damp, Mould and Condensation scrutiny actions, acknowledged an upcoming volunteer departure, and raised concerns about subcontractor practices that will be escalated for future follow-up.

Decisions

ASB Communications Plan

RRT reviewed the proposed antisocial behaviour communications plan, emphasising the need for non‑digital engagement methods and careful use of language to manage tenant expectations.

Riverside homes transfer update

RRT members received an update on the transfer of homes in Maidenhead & Windsor from Riverside to Red Kite, seeking reassurance about service capacity and learning from this first stock transfer. Staff acknowledged gaps in communication with RRT. Two RRT members agreed to support the welcome event on 26th June.

Sub-strategies development workshop

RRT contributed to the early development of the Supporting Customers and Communities strategies, discussing priorities such as well‑being, tenancy sustainment, green spaces, recognising the link between health and housing, and exploring the potential value of a patch‑based staffing model.

Community Morning 2025

16 tenant volunteers took part in our annual Community Morning, including five RRT members or observers.

Interview Panel training

Eight tenants attended a bespoke interview panel training session, with RRT involvement from Ron Fowler, Linda Ramsey and new observer Afzal Mahmood. This training supports tenants who sit on panels interviewing potential new staff members for Red Kite.

Repairs Update

RRT and staff provided responses to questions raised by the Repairs & Empty Homes panel. Concerns were later raised about Gilmartins’ use of subcontractors, prompting RRT to write to the Head of Property.

Meetings

21st May

The meeting focused on kicking off the new scrutiny review ‘why do tenants refuse energy improvement works which ultimately will benefit them?’ The Assistant Head of Property presented an initial overview of the Social Housing Decarbonisation Fund project (SHDF) explaining the links to wider sector expectations for all properties to reach an energy efficiency rating of an EPC C and above by 2030. The meeting ended with an update on the final Damp Mould and Condensation (DMC) scrutiny actions, while AOB included upcoming personal development planning sessions and tenant volunteer training updates.

12th May

RRT members reviewed progress on the final year of the Resident & Community Engagement Strategy, explored new ways to present the tenant voice structure, and discussed renaming engagement groups to make them clearer and easier to recruit volunteers into. Members shared feedback on improving graphics, volunteer commitment communication, and maintaining Springboard grant involvement, while also receiving updates on development projects and volunteer growth. The group agreed tenant refusal of property improvements as their formal scrutiny review topic for 2025.

Decisions

Resident & Community Engagement Strategy

RRT received the year-end update and four-year strategy progress report on the Resident and Community Engagement Strategy. They reviewed the progress made and discussed the development of the new strategy which is due to launch in April 2026.

Scrutiny Topic

In preparation for the next Scrutiny review topic, RRT members received an update from Red Kite’s Assistant Head of Property, on the decarbonisation work programme being led by EON. The aim is on improving 140 of our lower energy efficient homes enabling us to install energy-saving measures such as loft and external wall insulation. Our plan is to ensure all homes are at EPC C or above by 2030.

Meetings

7th April

The group were updated on changes to the RRT Sharepoint page and the updated areas of the Red Kite website, showing the impact of RRT and more detail on tenant-led formal Scrutiny reviews. RRT considered the best way for Board members to link more closely to the group and agreed on a frequency for Board member observers. The group were offered the opportunity to attend a session with Tpas at the Red Kite offices on 30th April to learn more about becoming a tenant board member.

Decisions

A special in-person meeting covering three areas

• Ashley Porter, Contact Centre Manager, provided an overview of the new customer contact centre quality assurance framework
• Alan Core, Home Safety Manager, and Will Walker, Head of Property, provided an update on Red Kite’s approach to damp, mould and condensation in response to changes to legislation
• Gilmartins' Director and Assistant Director met with RRT to recap progress since their last meeting in September. The Repairs and Empty Homes group identified key questions to put to the contractor and raised them through the RRT members in advance, receiving an update on responses at their next meeting. RRT members have agreed with Gilmartins to visit their dedicated training centre and to be invited to attend future toolbox talks.

Red Kite Voids

RRT invited Red Kite’s Head of Relationships to a meeting to provide an update on the Voids performance improvement plan. The main aim was to reduce the turnaround time of the home becoming vacant to a new tenant moving in.

Scrutiny Scoping 2025

The group reviewed a shortlist of three potential scrutiny topics; RRT succession planning, refusals of works linked to decarbonisation, and allocation of temporary accommodation. RRT opted to undertake one review and will schedule an information-gathering session with the team to investigate the potential scope for a review of the refusal of improvement works.

Meetings

24th March

RRT signed off the new OPD for RRT monitoring and requested this be delivered to RRT on a quarterly basis. Three tenants were confirmed for attendance at the Tpas National Tenant Conference, five tenants for the Tpas Scrutiny conference four for the Tpas eastern members meeting. The group then considered the upcoming Red Kite AGM, where current observers of RRT could run for election onto the group. RRT began reflections on what their next Scrutiny review might entail.

5th and 10th March

Operational Performance Dashboard review - RRT members split into groups to review over 60 graphs included in the OPD, which the Board and RRT use to monitor services and overall performance. RRT members worked to reduce the number of graphs that they would regularly monitor down to 18, which was felt to be more manageable and allowed the group to focus on the services which have the biggest impact on tenants.

Decisions

Workshops developing the RRT Operational Performance Dashboard (OPD) Monitoring

RRT spent time reviewing the OPD in small groups to identify the areas for RRT to monitor. The group received a report on the latest Tenant Satisfaction Measures from our insight team to highlight trends and areas of focus. The areas of focus included Repairs, Compliance, Contact Centre, Feedback & Complaints.

Furniture Poverty Project update

RRT members Linda & Ron and staff updated the group on the progress from the first two meetings. Identifying project focus, contacting organisations to explore partnership and reviewing documentation from the End Furniture Poverty charity.

Conferences 2025/26

The group reviewed the list of sector conferences planned for the year ahead and mapped out attendance across the RRT members. Attendance is planned at the Tpas Eastern members event, Tpas National Tenants Conference, Tpas National Tenant Scrutiny Conference and the Inside Housing Tenant & Resident Engagement, where Candida would be speaking in May.

Meetings

24th February

RRT members considered how RRT would like to be kept informed of Red Kite progress in meeting the Better Social Housing Review recommendations. RRT then discussed available conferences for the year and requested submissions of expressions of interest for them from RRT members. Training opportunities like these support RRT to hold the organisation to account and empower them to embed the Tenant Voice in decision making at the top level of the organisation.

17th February

The EDI strategy returned to RRT to demonstrate that their previous feedback had been actioned. RRT confirmed that they felt the strategy had incorporated their previous input and were happy with the document. RRT discussed the early feedback from Savills which spoke very highly of RRT, members had felt apprehensive ahead of time but found the session went well. An update was provided on the redrafted ToR and RRT launched a trial to support RRT members to access pre-reading materials.

10th February

RRT reviewed a policy outlining how RRT approach Policy reviews, it was agreed that this would be best placed as an addition to the RRT Terms of Reference (ToR). The group have a list of priority areas for RRT involvement in and this is the key part of the document which will be moved across to the ToR and reviewed annually.

Decisions

Equality, Diversity & Inclusion (EDI) Strategy

Red Kite’s Director of Customer Services and Head of People presented the draft EDI strategy to RRT. The strategy was a result of a series of consultations with RRT, tenants and board members that took place last year.

Following the last feedback session with RRT, there were a number of key areas that RRT had emphasised as important and these had been incorporated into the current draft:

• Knowing our tenants - so that we could tailor our services to our tenants. Both when we're looking at our services as a whole, but also for individual tenants and in making reasonable adjustments
• Training and our values – ensuring consistency across the business
• Contractors - ensuring they are acting in line with our EDI approach
• Community partners – recognising that we achieve more when we collaborate with others.

RRT were pleased to receive a further update on the EDI Strategy and had limited comments as the strategy had incorporated the items they had identified as important, and felt the Strategy was clear and covered what it needed to. They are looking forward to helping to shape and monitor deliver against the strategy once it is live.

Making Sense of Performance Information

As part of Red Kite’s commitment to supporting RRT, tpas were invited to hold a training session. The session looked at the types of performance information that housing organisations use, common terminology and how it is used to help manage the organisations' performance. It would help RRT to ask the right questions to continue to challenge Red Kite’s performance information. As a direct outcome of the session, RRT opted to arrange several in-person meetings to further explore the performance data with the view to narrow down the scope to areas that most affect tenants. The aim is to use the information to steer future scrutiny topics and areas for service improvements.

Meetings

13th January

RRT received an update on the progression of the Digital Strategy, focussing on the data programme, system journey and opportunities for innovation in technology. The group discussed the pros and cons of chatbots and reflected on the benefits of a dedicated app. RRT then moved on to review the rent increase letter that would shortly be going out to tenants. RRT felt the draft reflected their feedback from the previous year and were pleased with the changes made and RRT approved the letter.

Decisions

RRT Policy Review Policy

The group looked again at the RRT Policy Review Policy. This document set out ten priority areas of the business that RRT felt were key to monitor. They prioritise those areas of the business which typically have the most significant impact on tenants and that get the most benefit from RRT representing the tenant voice in those strategies, policies, and any other relevant activity. The RRT are working on a revised version of the RRT Terms of Reference to place all the key information about their ways of working in one central place and the policy will be discontinued.

Red Kite Corporate Journey – Our Strategy

RRT were provided an update on the new Corporate Journey Strategy by our Insight & Customer Experience lead. The group reviewed the most recent version which had incorporated their earlier involvement and had a discussion around key language that might impact tenants, including how best to articulate our approach to supporting diverse needs in the most respectful and least stigmatising way. RRT were also specifically interested in how the wider tenant voice was captured in the development of the strategy and received additional information explaining the wider tenant consultation that was undertaken.

Savills Mock Inspection

Our Head of Governance and a representative from Savills attended to run a workshop with RRT as some of the final preparation for their mock inspection discussion with Savills. They fed back in two groups on which areas of the discussion topics they felt most and least confident with. When Red Kite are inspected for the first time under the new regulatory standards, RRT will be observed and will speak with the regulator, so we had been working hard to support them to feel confident when the real thing takes place. RRT met with Savills on 30th January and early feedback had been that the group were very impressive, knowledgeable, balanced and a credit to Red Kite.

Rent Increase Letter Review

RRT were joined by our Contact Centre Manager and our Senior Digital Content Specialist to review the rent increase letter for 2025. The group fed back that the letter was clear, included comprehensive information on payment options and accessibility with various methods of formatting including language. The letter was written in a supportive tone and the FAQ document indicated that Red Kite had clearly taken a customer-focused approach when designing it. RRT were confident that this year’s letter would address any concerns tenants might have.

Meetings

11th December

Mock inspection meeting between Savills and RRT. RRT members met and answered questions about how the tenants feel that Red Kite delivers on providing meaningful tenant engagement. Questions included how volunteering is promoted, how groups monitor performance and how tenant engagement activities lead to positive change for all tenants.

2nd December

RRT were presented with an updated version of the Equality and Diversity Policy, tenants were keen that Red Kite consider mechanisms or training to ensure contractors are aware of our approaches to EDI. An external representative from Savills joined alongside the Red Kite Head of Governance, Noreen Adams to explain more about the regulatory inspection regime and the ways that RRT would be involved in both the mock inspection and the real inspection when it comes.

Decisions

Equality, Diversity & Inclusion (EDI) Strategy

Red Kite’s Director of Customer Service and Head of People attended a group meeting to share with RRT the themes that had come from a series of consultations. The consultation to date had included a number of tenant surveys and focus groups, some staff surveys and focus groups as well as Senior Leadership Team and some board workshops.

The aim of the session was to share with RRT the themes that had come from the staff, tenant and board consultation. RRT were encouraged to offer thoughts on areas for consideration to help develop the strategy.

Savills Mock Inspection

The meeting was attended by Red Kite’s Head of Governance and a representative from Savills who had been instructed to deliver a mock inspection for Red Kite, aimed to mirror the process followed during inspection by the regulator. RRT were provided with crib sheets to help prepare them for a video meeting with Savills that would serve as a mock discussion to help prepare RRT and the organisation for the real inspection at a later stage.

Meetings

25th November

RRT members reviewed a newly created DMC booklet that would be shared with tenants at the point of sign-up, along with updates to the service standard and website content in response to the DMC Scrutiny review. RRT discussed preparation for a mock-inspection from Savills and outlined plans for two RRT members to present the DMC Scrutiny verification report to the Board on 26th November 2024.

18th November

Agenda:

• Welcome and Introductions - Candida Dutiro
• Declarations of interest - Candida Dutiro
• Minutes from the last meeting- Candida Dutiro
• DMC Scrutiny sign-off - William Walker, Head of Property
• Helping Hand community support update - Anna Colonnese, Community Support Team Leader - Helping Hand
• Complaints update - Malcolm Ankumah, Head of Feedback
• Group vote on officially co-opting Maureen Davis onto RRT
• AOB

Decisions

Damp, Mould & Condensation (DMC) Scrutiny Sign-off

Following the independent verification review carried out by RRT members Michelle Ball and Ron Fowler with Tpas consultant Sam Goodwin, the DMC scrutiny was officially signed off as complete. Independent verification ensures that the recommendations from tenants have been acted upon by Red Kite.

RRT Away Day

The annual RRT Away Day was held in Princes Risborough where the group undertook some team training with Tpas and reviewed the volunteer structure. The group considered whether the current range of opportunities for tenant volunteers to have their say needed any tweaks or changes. The group members also revisited the list of priority areas for RRT policy reviews and produced an updated list of areas they wanted to prioritise monitoring.

Understanding local support for those facing financial hardship

The group extended an invite to Helping Hand which was a service provided by Buckinghamshire Council. They attend the RRT formal meeting to provide an update on all avenues of support offered to the local community via a range of different organisations and partners.

Complaints Update

RRT received an update on complaints from our Head of Feedback and approved the Compensation policy following a review.

RRT Future Recruitment

Maureen Davis was co-opted on to RRT following a period of observing the group. Derek Clarke and Melvin Hall would also be invited to observe the group meetings from November.

Meetings

28th October

The group discussed the Damp, Mould and Condensation (DMC) Scrutiny review verification, examining outstanding actions relating to the proposed DMC service standard document and performance data on the website. RRT also discussed the Stop Social Housing Stigma campaign, plans for an upcoming RRT away day and the plan for increasing RRT membership.

7th October

Agenda:

• Welcome and Introductions - Candida Dutiro
• Declarations of interest - Candida Dutiro
• Minutes from the last meeting - Candida Dutiro
• Horizon Scanning & Insight Strategy update - Dan Fox, Insight & Customer Experience Lead
• Volunteer Structure discussions - Sophie Field, Head of Resident & Community Engagement
• AOB

Decisions

Damp, Mould & Condensation (DMC) Scrutiny

The group signed off on the final actions of the DMC scrutiny which included wording for the Service Standard document to include who was responsible for decoration following a repair, and data information to be included on the Red Kite website.

Meetings

23rd September

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

Decisions

Gilmartins Director and AD attended formal meeting to provide Q&A session directly to RRT members. The group were particularly interested in understanding how the impact of seasonal trends, for example damp, mould and condensation and storm damage, would be managed and how Gilmartins would ensure they recruit and retain quality staff members. Health and safety also received a specific focus, updating the group on actions being taken to enhance the partnership between Red Kite and Gilmartins.

The Head of Digital provided an interactive deep dive session on technology and what the tenant priority areas were. Two new RRT members were elected at the AGM and RRT said farewell and thanks to long-serving member David Pinnock. RRT Chair and Michelle Ball attended OPATs to deliver a presentation to Board members on the newly developed tenant scrutiny framework.

Decisions

The group received an update on the Asset Management strategy consultation which had engaged a range of tenants from within our volunteering structure. Repairs performance is a key focus area for RRT and they reviewed Gilmartins current performance figures and discussions focused around missed appointments and strategies to reduce follow-up appointments. RRT also signed off the final draft of the new Tenant Scrutiny Framework.

Meetings

22nd July

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

1st July

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.

Decisions

RRT received their requested in-depth look at rent arrears and the impact of the cost-of-living crisis. They were updated on team staffing plans for roles providing support to tenants and they made recommendations for the letter template sent to tenants who find themselves in arrears. The group also received an update from the Director of Property regarding recent fire safety door decisions.

Five RRT members attended the two-day Tpas National Tenant Conference. They participated in sessions on complaints, repairs and tenant scrutiny, alongside tenants from across the country. On Saturday 27th July RRT members joined staff for a Scrutiny session examining best practice from other organisations and drafting a set of Tenant Scrutiny Principles and Tenant Scrutiny Guidelines.

Meetings

17th June

The group reviewed the Boiler Lifecycle Policy, making recommendations on a proposed new approach to gathering important tenant information during annual boiler checks.

3rd June

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

Decisions

The Director of Customer Service provided the group with a comprehensive overview of our ‘knowing our tenants’ project which is going to be capturing key equality, diversity and inclusion information about the people who live within our homes. RRT received a final update on the 2022 customer service contact centre tenant scrutiny review and all agreed to formally close of the review.

There was also a furniture poverty update on progress with a pilot developed with input from RRT in 2022 to offer incoming tenants the option to keep existing carpets when they are in good condition. The Boiler life extension policy was also reviewed and the discussion centred around the introduction of an expanded role and enhanced expectations for contractors undertaking annual boiler servicing visits, RRT members questions focused on GDPR considerations and prioritising tenant wellbeing.

Meetings

20th May

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.

Decisions

Board Excellence

The meeting was attended by our Head of Community, Estates Manager and Sheltered Services Manager to review these two policies.

Tpas Eastern Region Members Event

RRT members supported the Tpas Eastern Region members event held at the Red Kite offices and shared some of Red Kite’s experiences of scrutiny, plus a video from RRT Chair Candida Dutiro.

Meetings

22nd April

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

8th April

RRT reviewed the Gas Appliance and Heating Safety policy and reviewed and approved the proposed Equality Impact Assessment form and policy.

Decisions

Tenant scrutiny

The meeting was attended by our Head of Community, Estates Manager and Sheltered Services Manager to review these two policies.

Gas Safety Policy

RRT reviewed and approved the gas appliance and heating safety policy, changes were made to section 5 of this policy in response to RRT feedback.

New Consumer Standards

RRT had requested a bespoke session with the Head of Governance to receive a detailed update on the actions being taken to ensure Red Kite compliance with the new consumer standards. RRT members were keen to see that Red Kite would be taking steps to ensure tenants could receive updates on the new consumer standards and that RRT received regular progress updates with accompanying evidence.

Meetings

25th March

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.

11th March

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

Decisions

Domestic Abuse Policy

Domestic abuse policy was brought to the group, RRT members requested further information on our approach to ensuring safety when communicating with survivors and definitions around coercive control. The policy was updated based on RRT feedback and signed-off by the group.

Corporate Strategy Consultation

Our Insight & Strategy team created workshops to encourage group discussions around Services, Relationships with our Community and The difference we make to our Community. It was an opportunity for RRT to offer their thoughts on what the new corporate strategy should be looking to achieve.

Scrutiny Verification Day

Two of the RRT worked alongside an external consultant from Tpas to review the progress made during the Customer Contact Centre scrutiny review from 2022. Interviews with relevant staff members within Red Kite took place. The key RRT priorities from the consultation were clear communication and transparency, repairs, staff retention, a skilled workforce, a good understanding of stock condition, and for Red Kite to be proactive rather than reactive.

Meeting

26th February

RRT received an update on the Castlefield Project, which was a site that had previously been marked out for building new homes.

Decisions

RRT members contributed to discussions around the key themes from the Board Excellence conference and our RRT Chair, Candida Dutiro chaired a panel discussion.

Meetings

29th January

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

12th January

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.

Decisions

Neighbourhood Management and Mobility Scooter policies

The meeting was attended by our Head of Community, Estates Manager and Sheltered Services Manager to review these two policies.