“Joining Together in Excellence”
The Challenge Group
Thursday 29th October 2015
1. Welcome and Apologies
ACTION
Present
Jenny St Leger (JSL) (Chair), Dave Jones (DJ) (Vice Chair), Margaret Reed (MR), Peter Bibby
(PBib), Marie Lankinson (ML), Paul Brooks (PB), Linda Chippendale - Customer Engagement
Officer (LC), Ian Salt - Assistant Director of Property Services (IS), Gary Naylor – Repairs
Manager (GN), Stacy Goodwin-Finance Analyst (SG)
s
Apologies
Maggie Falconer Drew-Taylor, Haider Abid, Alexandra Culleton
JSL reminded the group of the Terms of Reference, meeting rules and Code of Conduct and
stated that Challenge Group members were not to use the meeting to raise personal
issues.
2. Minutes & Actions From Previous Meeting
No outstanding actions from previous minutes and they were accepted as a true record.
3. Repairs Action Plan Update
Only two actions outstanding:
1F - GN showed members the new procedures for logging jobs and that automated
inspections are being tested and live jobs are booked from 2/11/15. Operatives can order
materials from site and jobs pop up on iPads so saves time and money.
2A – GN showed the group screenshots of the satisfaction survey and allowed the group to
test it on his iPad. It is estimated that this will save approximately £20,000 per annum in
printing and postage. It is also estimated that response rates will increase from the current
25% to 60%. The group all thought the survey was clear and easy to use.
Q: What if someone is not able to fill it in themselves?
A: The operative will complete it with them and make sure the customer signs the
form to authenticate the results.
Q: PBib said he’d received a paper sat survey relating to the communal areas of the
high rise flats. He suggested a box be left in the reception area of the flats so that
residents can easily return the surveys which would save on pre-paid postage and
should increase response rates.
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GN to look into
placing survey
response boxes
in the
receptions of
Range and
Pennine Courts.
LC to invite GN
to the next
meeting on 25th
November at
which point it is
hoped the
Action Plan can
be signed off as
complete.
4. New EMT Performance Update
IS introduced TG to the group as she is responsible for collating the performance
information. IS will continue to provide performance updates for the group.
IS ran through the exception report. Some discussion took place around former tenant LC to invite Nic
arrears and changes in income. Challenge Group would like to know more about potential Flynn (Income
planned projects to reduce arrears.
Team Leader)
to the next
meeting
5. Planned Improvements Action Plan Update
IS talked the group through progress against each recommendation and the group IS to provide a
completed a monitoring report each.
completed
action plan for
1a – already actioned and ongoing
the next
1b – Will display images of samples but customers won’t be able to choose until measure meeting
up by operative
1c – Photos by operatives on completion of jobs is currently being tested and will be live by
end November 2015.
1d- From 1/11/15 more communication stages to confirm when works to be completed,
including email and phone calls.
1e – By Dec ‘15 procedures will be developed and included in the customer pack which set
out how the Trust will keep customers informed of works to prevent delays.
2a – Surveyors already re-inspect works prior to end of warranty period – a recharging
system is in place should works be required.
3a – A magnetised appointment card detailing the process with contact names and
numbers will be introduced in April ’16.
3b – Images to be displayed on the website showing the finishes by Dec ’16.
4a – A deputy is already in post (Andy Spedding) to cover for the Team Leader when
absent.
5a – Asset, Repairs & development teams meet regularly to improve communications and
cross-team working.
5b – No action has been taken about relocating the Development Team to the third floor
to work alongside Peak Property
6a – No action is going to be taken regarding incentivising staff retention – especially given
the current restructure.
6. Work Planning / Trust Changes
The group discussed the ongoing consultation period for the Trust to “re-invent its future” LC to inform the
– They are anxious to get started on a new review. LC explained that the Trust definitely group as soon
want Challenge Group to be involved in reinventing the future from the customers’ as she is
perspective. However until it is know which services are to be kept and what they will look updated
like, it would be a waste of time to start anything new just yet. It is hoped that the
consultation should end in a few weeks after individuals, groups and the union have all
commented on the proposals. There will be a lot of challenging work to do in the near
future but in the meantime energies can be focussed on ensuring the recommendations
made for Planned Improvements are actioned and evidence provided.
7. Agenda Planning Session
Challenge would like to see the following on the next agenda:
1) EMT Performance Update with explanation of figures
2) Repairs Action Plan – sign off if complete
3) Action Plan update for the Planned Improvements review
4) Complaints Update & Training of the policy & process
5) Digital Inclusion Officer – Overview and training
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LC to add all
items to the
next agenda
and invite guest
speakers.
8. Any Other Business
JSL expressed delight at the Challenge Group being runners up in the national Customer
Scrutiny awards and congratulated the rest of the group for their hard work.
LC circulated an application received from Sandra Nixon to become a Tenant Inspector.
The group were really impressed and LC to set up an interview with JSL & DJ.
LC to arrange for a group photograph to be uploaded onto the website.
The next meeting will be held on Wednesday 25th November 2015 at 10:30am.
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