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 Jennifer Howells from Caredig Reviewers
• Staff members Morgan Southall and Charlotte Evans from our Supported Living team
• Staff members Emma Williams and Carol Johns from our Tenant Involvement team.
• Staff member Debbie Mills from our Property Services team
Discussions included staff members Morgan and Charlotte, who described how earlier this year, staff had dealt amazingly with a traumatic emergency but found a number of improvements were needed. This has led to increased support for staff, improved signage and additional defibrillators that will improve how we can respond in future.
Emma Williams described how she and Carol Johns have responded to feedback from tenants to create a much more interactive and inclusive Community Facebook page to improve communication and engagement – with great results already!
Debbie Mills also shared how she had followed her instincts to reduce the costs of empty homes – and win the Bright Spark Staff Award at our Staff Conference.
The Committee were delighted to hear the great progress in Strategic Objective One- People Can Easily Access Reliable Services When They Need Them. It was also fantastic to hear about the work on Values and Behaviours, Worksbuzz and Caredig’s new Organisational Development Strategy as part of All Staff Feel Caredig is a Great Place to Work (Strategic Objective Two). They are looking forward to hearing about the new Caredig Objectives next time.
They also discussed our Equality Diversity work, including a new duty to take reasonable steps to prevent Sexual Harassment. And last – but definitely not least – they heard how Caredig has used data, tenant and staff feedback to develop a comprehensive STAR survey action plan.
We look forward to sharing updates from our next meeting with you, which is planned for January 2025.