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 McCreadie from Caredig Reviewers
• Staff member Sarah Turner from Caredig Connectors

The meeting started with a warm welcome to Marc Penny and Henry Aspey to their first meeting as new Board/PACE Members, and then the discussions included Board members attending estate walkabouts, a successful retender for support services in Maes Mwldan and the recent tenant satisfaction (STAR) survey.

Updates were also provided on our new office development, the current lift breakdown in Bro Preseli and an upcoming AI- related ‘Curious Caredig’ session on 11th March.

Emma Morgan provided an update on the Caredig Objective Reliable, including significant improvements to how we handle incoming phone calls and anti-social behaviour cases, along with ongoing work to improve complaints, repairs and voids. She also introduced a summary of our new Safeguarding Policy and Procedure, which has recently been updated.

Mair Pugh Jones presented an update on Board effectiveness, including a forthcoming review, and a new Modern Slavery Policy to bring us in line with good practice.

The Committee also discussed work to embed Equity (changed from Equality), Diversity and Inclusion across Caredig, and Ceri Wilmott presented results from the most recent Worksbuzz survey, along with plans and actions to use this feedback to improve staff engagement.

Finally, the last (very positive), Quality of Care report from Karen Tipple, our Responsible, was presented, prior to Steffan Phillips taking on the role from February. Thanks to Karen for her great contribution, and best wishes to Steffan in his new role!

We look forward to sharing updates from our next meeting with you, which is planned for 22nd April 2026.