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 Cartref Cynnes in Carmarthen, and we were delighted to welcome:
• Tenants Jo Ashford and Sandie McCreadie from Caredig Reviewers
• Staff members Ray Davies, Stuart Middleton and Emma Williams from our Housing team
• Staff member Gareth Jones from our Property Services team
• Staff members Lisa Barba from our Business Improvement team and Lisa Davis from our HR team
Discussions included staff members Ray and Gareth, who explained how staff dealt with the extremely high winds in Storm Darragh in early December, which caused a significant number of issues, including blowing solar panels off the roof in Cartref Cynnes and a 24 hour power cut at Ty Dyffryn. There was a great response from staff who made sure tenants and colleagues were safe and well.
Emma Williams shared about the recent Good Neighbour Awards, which recognised some amazing acts of kindness from tenants, including one who cooks Sunday lunch for her neighbours every week!
Lisa Barba also shared about the work she has been doing to improve Caredig’s management and use of data, including how Caredig will be using data to make better decisions and comply with the GDPR act.
The Board were delighted to hear from Stuart Middleton about how the use of data has helped the Housing Services team answer many more phone calls, making it much easier for tenants to contact us.
Emma Morgan gave an update on how Caredig has dealt with complaints and compliments over the last 9 months, including how staff will learn from those we have received to make further improvements.
Board member Karen Tipple, our Responsible Individual also presented the very positive findings from her recent Quality of Care reviews at Hazel Court and St Helens Road. It’s always great to hear about the great work the teams do to support tenants.
Finally, it was agreed which Board members would attend which committees over the next 12 months to ensure we make best use of their great skills and experience.
We look forward to sharing updates from our next meeting with you, which is planned for April 2025.