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 provides 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 and Peter Rees from Caredig Reviewers
• Staff member Lisa Davies from our HR Team
• Staff member Huw Lane from our Property Services Team

Discussions included the great news on how great teamwork resulted in Caredig winning a recent tender to provide floating support service to residents in Carmarthen from July. Staff member Lisa Davies gave an update on the work the team are doing to provide trauma and resilience awareness and support for staff as they deal with increasingly challenging issues and Steve Evans outlined how changes to the way we manage rent and service charge increases have been positively received by tenants.

Updates on the work PACE has done over the last 12 months were shared, covering lots of issues that have made a difference to tenants and staff. A good discussion took place about our organisational development work we have done to ensure we have Happy Health Staff, through the Annual People Matters report, an update on Equality and Diversity and a report highlighting the positive recent Workbuzz feedback, including how we can continue to improve.

Ian Harris gave an update on what we learned from a recent lift breakdown and how we will use that to improve how we respond to similar incidents in future.

Emma Morgan discussed how staff and tenants have helped us improve how Reliable our services are, with lots of ideas about what else we can do to continue this work.

Finally, it was discussed the work they have done to ensure Board and Committees are as effective as possible and some recent changes to the Committees Board Members sit on.

We look forward to sharing updates from our next meeting with you, which is planned for July 2025.