People and Customer Experience Committee (PACE) Updates

PACE was established in early 2024, recognising the importance of hearing both staff and tenant voices and considering issues that affect the people we support and the people who work for us. The Committee meets quarterly in person at locations across our communities, with staff and tenants encouraged to attend and contribute to discussions with (Board) Committee members.

At our July meeting, we welcomed Carol Johns and Emma Williams, Community Engagement Officers, who shared the fantastic progress being made in tenant involvement. We were also joined by five tenants who gave their honest views on customer service, repairs, communication and their overall experience of Caredig’s services.

Max Humber the Chair, providing a summary of the key discussions, decisions and assurances from the meeting:

“The PACE Committee met to review progress across services that matter most to tenants and colleagues. A key focus was our Reliable objective, including repairs, complaints, safeguarding, anti-social behaviour, and communication. The Committee heard honest updates on the pressures teams are managing, including high demand, complex cases, and the introduction of new systems, such as Total Mobile.

There was a strong focus on improving tenants’ experience — making it easier to access information, get clearer updates, book appointments, and receive a more consistent, responsive service. The Committee also reviewed People First objective progress, with positive updates on engagement, retention and wellbeing, alongside continued work on leadership visibility, recognition and acting on colleague feedback.

Overall, the Committee was reassured by the openness of the discussions, the commitment of colleagues and the focus on improving services for tenants”

We look forward to sharing updates from our next meeting with you.