May 2020 Customer Partnership Board meeting notes

Topics discussed:

  1. The Silva board meeting
  2. Covid-19
  3. Customer partnership board effectiveness
  4. Customer assurance
  5. Home re-let standards
  6. Customer insight and engagement report

 

The Silva board meeting

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

  • Performance during quarter four of the 2019/20 financial year
  • A new temporary accommodation strategy for homeless people which was agreed with Bracknell Forest Council
  • A review of the customer insight and engagement survey
  • A review of the effectiveness of the customer partnership board
  • Considered regeneration schemes
  • Iveagh Court refurbishment works

 

Covid-19

The Customer partnership board was updated on the steps Silva is taking to increase its services following the lockdown, whilst continuing to protect the community from the spread of Covid-19.

 

Our aim is to:

  • Keep providing emergency works in a way that is safe for Silva colleagues and customers
  • Continue the shopping delivery scheme and the phone pals service for those who are self-isolating
  • Restart some grounds maintenance works, along with communal cleaning work in apartment blocks

 

Customer partnership board effectiveness

We want the customer partnership board to be as effective as possible, so we assessed its existing strengths and identified areas for improvement.

 

The customer partnership board’s decision:

A customer partnership board improvement plan was proposed based on the results and feedback from the members’ recent appraisals.

 

Customer assurance

Silva has not conducted any research on customer assurance in the past and customer experiences can be inconsistent

We want to help Silva customers know what to expect from our business, by introducing a more consistent experience and finding a way of measuring customer assurance.

 

The customer partnership board’s decision:

Silva’s new customer charter will demonstrate best practice, boost customer assurance and find a way of measuring customer assurance.

 

Home re-let standards

A review of Silva’s minimum decoration standard for void properties waiting to be re-let was recently conducted, leading to some minor changes.

We want to ensure that our customers live in high-quality homes that they can be proud of.

 

The customer partnership board’s decision:

The customer partnership board was briefed on Silva’s review of the minimum decoration standard for void properties waiting to be re-let and no further decisions were required.

 

Customer insight and engagement report

We want to ensure that our customers get opportunities to give their feedback, and we want to be able to listen to their feedback, with the goal of improving the customer experience.

An in-depth report on the customer insight and engagement survey was produced and presented to the customer partnership board by Silva Homes.

 

The customer partnership board’s decision:

A customer insight and engagement survey will be conducted annually, to help Silva maintain a good understanding of what customers want, as well as identifying key areas for improvement.

Service improvement plans, which feed into an ongoing improvement programme, will be produced based on the data collected by the survey.

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