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.
At the latest PACE meeting, members welcomed representatives from the People First Steering Group to share staff perspectives and help keep staff and tenants at the heart of discussions.
Reliable: Supporting staff and tenants
PACE reviewed anti-social behaviour (ASB) performance, with cases increasing in both number and complexity. Members acknowledged the challenges faced by colleagues supporting tenants in difficult situations.
Despite this, satisfaction with the ASB service remained high at 89% in the first quarter of the year.
People First: Listening to staff
Members discussed the latest WorkBuzz survey results, which showed:
82% staff participation
80% staff engagement
75% leadership score
The results highlighted positive engagement levels while identifying opportunities to further support staff wellbeing and recognition.
Improving complaint handling
Performance in complaint handling continues to improve, with 73% of complaints completed on time, up from 66% in 2025/26.
Members reinforced the importance of keeping people informed, responding promptly and taking ownership to help resolve concerns.
Improving care and support
PACE also reviewed the quality of care and support services, alongside the first STAR Survey results and progress against agreed actions. Discussions focused on improving outcomes and experiences for both tenants and colleagues.
We look forward to sharing updates from our next meeting with you.