People and Customer Experience Committee (PACE) Updates

Caredig’s People and Customer Experience Committee (PACE) is responsible for overseeing matters related to people and customers, including organisational development, customer strategy, and engagement, with a focus on equality, diversity, and inclusion. It ensures effective succession planning for Board Members and Employees, including remuneration, and recommends relevant policies to the Board for approval. The Committee is accountable to the Board, must report any serious concerns, and provide an annual report on its work and decisions to each Board Member.

The meetings include our Board and leadership, with invites being extended to staff and tenants.

This meeting was held at our scheme, Hazel Court, in Swansea, and we were delighted to welcome:
• Tenants Jo Ashford, Peter Rees and Sandie Taylor from Caredig Reviewers
• Staff member Sophie Thomas from Caredig Connectors
• Maurizio Cuttin also observed the meeting from the Good Governance Institute

The meeting started with congratulations to Emma Morgan on being appointed to Director for Customers, Support and Improvement. Discussions then included the recent Board recruitment and a work plan for the year ahead.

Discussions also included how Caredig are rolling out Safeguarding training, an update was shared regarding the lift breakdown at Bro Preseli, which we need to learn lessons from, and how Caredig will review the skills Board members bring to the company.

Emma Morgan provided an update on the new Rent Management Policy, which reflects a supportive, preventative approach with advice and support provided throughout the team, and PACE agreed to recommend this for approval at the next Board meeting in May.

Emma, Dan McTiffen and Amber Evans from Acuity then reviewed the results of the recent STAR survey with lots of discussion about how we can use the feedback tenants have given us to improve services, as overall satisfaction has fallen to 73% (from 78%). PACE was happy that the action plan we have developed will address the key issues raised by tenants and looks forward to regular updates.

Marcia Sinfield presented the most recent Workbuzz Staff Survey results, with some positive results with good overall response rates, but we still have work to do in some areas, which will be coordinated through Heads of Service.

PACE also considered updates to our Equity (changed from Equality), Diversity and Inclusion Group, including our Gender Pay Gap report, along with an amended Schedule 1 process and a report on the work PACE have done over the last 12 months.

We look forward to sharing updates from our next meeting with you, which is planned for July 15th 2026.