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 October meeting was held at our scheme Hazel Court in Swansea, and we were delighted to welcome:
• Tenants Jo Ashford, Mel Rayner and Sandi McCreadie
• Staff members Carol Johns and Emma Williams from our Tenant Involvement Team
• Staff member Emma Morgan from our Housing Services Team

Discussions included the use of AI at Caredig, including the benefits and risks of using it as a tool to compliment the way we work.

Carol and Emma provided updates on our recent estate walkabouts, which have helped increase the visibility of senior staff and captured valuable feedback from tenants. An update was also shared on updates of our recent tender for supported living services in Swansea, a new tender to continue our support work in Maes Mwldan and work we are doing to explore opportunities to grow and develop our services.

Emma Morgan discussed our Caredig Objective, Reliable and highlighted great performance in call handling and improvements in handling anti-social behaviour (ASB) cases, and noted work we are doing to improve the new Total Mobile system. In relation to Complaints and Compliments Emma reported actions we have taken to improve performance and the expected impact on resolution times and satisfaction, along with work to improve the way we learn from complaints.
The Committee also discussed new Service Standards developed with staff and tenants, along with a our Equality, Diversity and Inclusion work, including our commitment to the new Deeds not Words 2 Pledge. Finally, the Worksbuzz staff survey, Board effectiveness, and a new Complaints Policy were discussed and approved.

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