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Customer Partnership
Board meeting notes

Find out what the Customer Partnership Board
have been up to

Our customer partnership board (CPB) is a group of Silva customers who work with our board and executive board to make important strategic decisions.

Our customer partnership board has two main roles:

  • To work closely with our leadership on the key issues that affect our strategic direction.
  • To direct our approach towards customer engagement and to inform decisions that affect our customers, their homes and communities.

You can find out what the customer partnership board has been involved in by reading the meeting notes below.

July 2020 Customer Partnership Board meeting notes

Topics discussed:

  1. The Silva board meeting
  2. Approach to policies
  3. Access policy
  4. Decant policy
  5. Environmental services policy
  6. Customer insight and engagement (quarter one) report
  7. Customer event – August 2020
  8. Customer Partnership Board recruitment


The Silva board meeting

The customer partnership board was briefed on what the Silva board meeting discussed earlier in the day:

  • Assisting the board of compliance with regulatory standards
  • Reviewing compliance with the National Housing Federation code of governance
  • Annual health and safety and equality and diversity inclusion reports
  • Update on Covid-19 – Silva has not changed its approach to keep colleagues and customers safe
  • Access policy was signed off
  • Iveagh Court update
  • Review of board and committee effectiveness with improvement plans
  • Approach to the recruitment of two new board members


Approach to policies

An approach was suggested to allow the CPB comment on and for Silva to update policies effectively:

  • The CPB would check for language and ease of understanding on policies that are legally, contractually, or regulatory based
  • The CPB will be consulted on the approach and methodology of policies that are more flexible


Access policy

Not much on the access policy can be changed due to the Large Scale Voluntary Transfer agreement. Tenancy standards by the Regulator of Social Housing also need to be met. The policy was updated for language and presentation.

The following information was clarified to the CPB:

  • Councils have the right to fill vacant properties and they usually give people the best options, rather than going directly to the social housing provider
  • Impact assessments for equality and diversity were carried out for this policy and would be sone so for all policies


Decant policy

The CPB was informed that this policy sets out:

  • What Silva will do if someone cannot stay in their home through no fault of their own
  • The approach is set out for all different scenarios
  • Details of compensation payments and when these would be applicable are set out. Along with eligibility criteria allowing customers to purchase their home

The CPB felt the policy was comprehensive and fair


Environmental services policy

The CPB was presented with the environmental services policy and report, which was considered by the executive board. The content of the policy will not change, but will be split into three different policies:

  • Estate services
  • Grounds maintenance
  • Trees

The following information was clarified to the CPB:

  • Small plots of grass cut off within housing groups could be offered to customers as a garden
  • Private gardens are the responsibility of the customer and customer relations partners will review estates and inform people of their responsibilities
  • Cleaning the roads and streets is the responsibility of the local council
  • A clear set of environmental services schedules and timetables will be published on the website


Customer insight and engagement (quarter one) report

The results of the customer insight and engagement report for quarter one was presented to the CPB:

  • A reduction of complaints had been seen dues to the upskilling of Silva colleagues to resolve issues at the first point of contact
  • Complaints are being acknowledged and resolved ahead of service standards
  • More customers are responding to and engaging with surveys and questions from Silva
  • 88 compliments were received during the quarter


Customer event – August 2020

The CPB was informed that a customer webinar was being planned to be held in mid-August.


Customer Partnership Board recruitment

The CPB was updated on the proposed recruitment of two new members following Robert Taylor’s resignation:

  • Vacancies will be advertised on the website and on social media
  • The CPB will be updated on progress when appropriate

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