CPB meeting notes 2021

October 2021 meeting notes

 

Operational dashboard

The CPB was presented with a report to decide which aspects of Silva’s operational performance it would like to review quarterly.

It was agreed that the following should be reviewed regularly:

• Repairs – emergency repairs (target) % emergency repairs attend within the target (measure).
• Repairs – routine repairs {20-day jobs} (target) % repairs completed within target per trade {carpenter/gas/electric/plumbing} (measure).
• Repairs – planned works {60-day jobs} (target) % of repairs completed within target (measure).
• Repairs – refurbishments (target) Number of kitchen and bathroom refurbishments completed v target (measure).
• Access/voids team – void lets (target) average number of days to let a property.
• Tenancy - ASB cases (target) total number of cases opened and closed per quarter (measure).
• Tenancy – ASB case types (target) breakdown of the type of ASB cases open / closed per patch (measure).
• Customer contact – Incoming calls / live chat / emails {when we can report on it} (target) % of calls answered / abandoned / speed of call answer time (measure).
• Customer contact – complaints (target) % complaints responded within target stage for both 1 and 2, ombudsman enquiries/findings (measure).
• Customer contact – customer satisfaction (target) overall % of customer satisfaction (measure).
• Rents – arrears (target) % of overall rent arrears v target, by patch and in line with ASB patches (measure).
• Financial – surplus revenue (target) amount of surplus (measure).
• Financial – revenue (target) income v expenditure (measure).
• Environmental – completed cleaning (target) % of blocks cleaned (measure).
• Environmental – tree safety (target) number of completed tree surveys (measure).
• Development – new builds (target) completions / sales / let time (measure.

 

The CPB made the following comments:

• It would be useful to provide links to various support agencies.
• A mechanism should be put in place to ensure that those previously on the assisted gardening scheme be put in contact with the new charity provision.
• Silva should apply for government grants that are available for the wildflower meadow.
• Some hedge cutting seems to have been missed, this should be reviewed and dealt with.

 

Customer insight report

The CPB was informed that:

• Complaints performance is better than this time last year with all complaints responded to within target.
• Complaints have been categorised and actions are being taken to remedy some of the issues, including improving communications, increasing the number of schedulers to allocate repairs, and increasing the number of handlers in the call centre.
• A few compliments had been received because of the survey on the customer charter work.
• The provider who carries out surveys for Silva is changing and more digital types of surveying will be used including texting and email.
• Customer charter raining has been rolled out to two-thirds of customer-facing colleagues at Silva.

The CPB suggested that:

• Silva makes a video explaining how the complaints procedure works.

 

Customer insight: independent living

Silva proposed the following:

• Instead of returning to the previous Supported and Sheltered Residents Association (SSRA), where each scheme would have two representatives, Silva would instead begin dedicated scheme meetings to discuss concerns individually.
• The outcomes will be reported to the CPB quarterly.

The CPB suggested that:

• An independent living customer should be made a dedicated CPB member.

 

Customer annual perception survey

Following the annual survey last year, actions will be taken for the upcoming one:

• Although a new provider had been sourced to carry out surveys for Silva, the provider that had carried out the annual survey the previous year would also conduct the next one.
• This year’s survey will again be carried out in November but will take place in April and May in 2022 by the new provider.
• The CPB will be able to review the results of the survey in the new year.

 

The CPB made the following alterations to the survey:

• Question eight would have the section in brackets removed, and the follow-on question would be reworded to “why did you give that response?”
• Question twenty would be removed.
• Question twenty-one needs further scrutiny.
• No additional questions were necessary as there are already too many.

 

Cleaning and caretaking satisfaction update

The CPB was presented with the results of the cleaning and caretaking satisfaction survey:

• It is evident that customers do not know who their caretaker is.
• Large bins would be cleaned once a year.
• Window cleaning will be carried out on the windows in communal areas of blocks. If customers want to have their own windows cleaned, they can arrange this for a fee.
• The cleaning service has improved.

 

The CPB made the following comments

• Pictures and signs should show who each block's caretaker is.
• Reword the question regarding paying more for a better service.

 

Approach to damp and mould

The CPB was informed about Silva’s approach to damp and mould:

• Silva is working with Biocraft, a contractor who can carry out surveys, treatments and remedial works.
• Problems tend to be cyclical, with less in the spring and summer, than in the autumn and winter when people have their windows closed and the heating on. It does seem to be counter-intuitive to advise people to have windows open and heating on low all the time during the coldest months of the year, but this may be what is required to keep damp and mould at bay.
• Mould kits with additives that could be put into the paint to treat the areas concerned would be considered by Silva’s damp and mould working group.
• Silva’s reporting system needs to be improved and an in-house specialist on damp and mould who can advise customers would be considered.
• The standard and quality of extractor fans used, heated airers, and smart damp meters will be considered by the working group.

The CPB will be updated further in a future meeting.

 

Fixed-term tenancy review

Silva is now confident that there is no reason to keep anyone on a fixed term tenancy and proposed reverting to assured tenancies.

The CPB agreed that anyone on a fixed-term tenancy should be moved to an assured tenancy.

 

Tenancy site inspections

Tenancy site inspections will involve:

• Customer relations partners and the estate teams reviewing different parts of their patch on a monthly basis throughout the year.
• The focus will be on communal areas inside and out, looking at safety, cleanliness, security, door entry systems, signs of anti-social behaviour, potential improvements, signage etc.

When carrying out the visit, colleagues will be encouraged to talk to customers as they find issues and be dynamic, following any local knowledge that is passed on.

September 2021 meeting notes

Feedback from the board strategic offsite event on 22 and 23 July

The CPB was informed that:

The Silva board considered several annual reports in preparation for signing the Silva Homes annual report and financial statements. After receiving assurance from our auditors, the Silva board signed the annual report and financial statements.

Information for pre-contract work on Bay House and Barn Close had been reviewed, and the new Silva Strategy had been signed off. Naheed Ejaz, chair of the CPB, attended to provide feedback from the CPB on the strategic review, and the eight new strategic delivery plans had also been approved.

Silva also adopted the new National Housing Federation code of governance. To ensure compliance with this, a new committee on risk and compliance was Going to be created.

 

Feedback from the earlier board meeting

In the board meeting, the following topics were covered:

• Reviewing value for money.
• Productivity.
• The organisational structure for the repair’s directorate, with clear actions to improve.
• The annual report for customers had been approved.
• The charitable donations agreed by the CPB had been signed off for payment.
• How Silva is responding to regulator and media concerns regarding damp and mould and vermin in social housing.

The feedback from the CPB was:

It is difficult to find information on reporting damp and mould issues on the website/my silva.

Silva assured the CPB that this will be investigated and improved.

 

Strengthening customer governance

Silva presented a report on strengthening customer governance to the CPB:

The key points include:

• CPB meeting dates had been updated.
• The CPB meeting format is changing to feature four, longer meetings each year. This will mean that the CPB meets for the same amount of time per year, but it will have more time in each meeting for consideration and discussion.
• The CPB pay review resulted in an increase in the amount paid to CPB members to account for the longer working days and extra scrutiny required.
• Four applications had been received for new CPB members. The interviews would be arranged after a review of each application.

 

Annual customer report 2020/21

Silva presented a draft of the proposed annual customer report 2020-2021. The intention of this is to provide more information to customers without expecting them to read a full annual report and financial statements.

The CPB made the following suggestions:

• Expand on the repair’s information, explaining what has happened and how we dealt with it during the pandemic.
• Customer feedback can be anonymous, however if there is an individual issue that needs dealing with, Silva may ask the customer to get in touch separately to resolve it.
• Review who responds to the customer perception survey each year to ensure it is not the same customers each time.
• Ensure there is more of a balance between mentions of the pandemic and the activity that is still ongoing.

 

Garage action plan

The CPB was informed about the action plan for Silva’s garages:

Silva owns over 3000 garages which often have issues with maintenance, anti-social behaviour, and parking. There is also a long waiting list for renting a garage. After the creation of a commercial garage team, improvements have been made in several areas. As a result, certain garage sites have been identified for improvement, reletting, or development.

The next steps include improving My Silva to enable garage letting, evaluating door replacement and trial sites for improvement and more.

The CPB made the following comments:

• Any neighbourhood plan with the local town or county council needs to be considered, and Silva will need to comply with local regulations. Any planning by developers mean that you now must allow parking with homes.
• A lot of garages are used for storage, Silva should consider splitting some garages and letting them as two separate storage units.
• Improving parking, and making it safer and easier should be a priority.

 

Planned works forecasting and fire risk assessments (FRA’s)

Over the last year, a lot has changed, and it has been challenging scheduling the work required with the contractors to ensure safety and supply. The budget and plan for planned works are flexible to react to emerging issues.

The CPB made the following suggestion:

• Add progress trackers for repairs and planned works to My Silva to allow progress to be shown. Like parcel delivery trackers.

Silva also updated the CPB on the work being done to publish FRA’s, where detailed inspections are being conducted for the communal areas of all shared buildings. Any resulting work identified will be completed. An executive summary with an action plan to meet recommendations will be provided to customers who ask.

This suggestion was supported by the CPB

 

Customer surveys – new developments

Silva requested comments from the CPB on the proposed surveys to be sent to customers in newly developed homes.

The CPB made the following suggestions:

• Make the survey simpler and split it into two, one regarding the customer’s experience with Silva and one regarding the property.
• Ask open questions.
• Bring the ratings in line with other Silva surveys.
• Remove any questions that raise expectations but cannot change any outcome.
• Bring the defects survey forward 6 months.

July 2021 meeting notes

The Silva strategy 2021-25 – customer consultation

The CPB was reminded that three years ago Silva underwent a structural change and that it was now time to refresh the vision and the strategy.

The draft Silva Strategy 2021-25 was developed to be as inclusive as possible, with input from the board, CPB, key stakeholders and colleagues. Comments on the draft are being collected and the final draft will be considered by the board the following week.

The CPB’s notes ahead of the meeting were recorded, but it had no further comments.

 

Communal gas and electricity

The CPB was informed of Silva’s communal gas and electricity supplies with the current contracts due to expire.

The CPB was informed that:

• Green options for energy would always be chosen if it is not more than a 10% higher cost than alternatives.
• If the alternative option was more than 10% higher, but the one-year deal (as opposed to the three-year deal) was not, then a one-year deal would be chosen
• Once de-carbonisation kicks in and gas boilers are removed gas costs will come down, although the cost of gas is driven globally not just in the UK. Currently, the supply is restricted and there are long term challenges for shipping and pipelines
• Charging is calculated using meters for usage within flats and spreading the communal area costs.

Having consulted with the CPB, the proposal will be put forward to the executive board for approval.

June 2021 meeting notes

Feedback from the board meeting

An update regarding the board meeting held on 10 June 2021 was given to the CPB:

• The new Silva Strategy was approved to go out for consultation with customers and colleagues. A meeting will be set up for the CPB to review the feedback from Silva customers. Once the strategy is approved the CPB will look at the strategic delivery plans.
• The ESG report is being produced for the first time and will set out Silva’s ‘environment, social and governance credentials. Silva is an early adopter of the new reporting standard.
• Approved a new development scheme in Hartland Village.
• Plans are underway to restart more services after being closed due to covid.

The CPB asked the following questions:

Q. Will the government’s plans for compulsory vaccinations for those working in social care (including trade operatives) affect the operation at Silva?

A. The plans are being kept under review and as the government provide more guidance we will respond as required. There may not be an impact on our colleagues as the independent living schemes are not care homes. But we do not provide the care aspect that some people require. All colleagues have been encouraged to get vaccinated, but it is not possible to enforce this as the rules around collecting this data are complex.

 

Strengthening governance

The CPB was updated with Silva’s plans to strengthen its governance:

• Moving the CPB back into the governance framework will better illustrate the links between the board and input from customers with lived experience of homes and services. The CPB terms of reference will be reviewed in due course.
• The board partner for the CPB (Maggie Porteous) will attend each meeting and take a more proactive role in considering governance for the CPB, advocating customer points at Board meetings and working closely with the CPB chair as the co-chair.
• Strengthening the opportunities for the CPB to hold the board to account. To achieve this, the working arrangements for future CPB meetings will be changed to allow more time for the members to review issues in detail. The CPB will be asked for the same amount of time commitment throughout the year but will change to 4 longer meetings rather than 8 shorter meetings. These meetings will be published a year in advance so members can organise their diaries. Two training days will enable learning as well as site visits and further scrutiny. The CPB member remuneration will also be reviewed.

The CPB asked the following questions

Q. Would current time commitments be considered?

A. Silva intends to look at what works best for everyone regarding timings and dates.

 

Design guide

The CPB was shown the draft design guide that informs developers what Silva looks for in new developments.

The CPB shared the following insights:

• Parking is a key issue, and more would probably be needed in future, so best to provide as much as possible.
• Parking underground was suggested, however, the costs prevent this, and the potential for anti-social behaviour and having to maintain the space is also a deterrent.
• Consideration for electric charging should be made, for cars and electric bikes.
• Larger bins rather than lots of individual bins.
• Green roofs would be considered.

 

Redesign of repair web pages consultation

The CPB was shown the My Silva customer portal report, which highlights:

• The repairs service is the highest volume service provided by Silva. Despite 70% of customers registered with an account, only 10% of repairs are booked through My Silva.
• Silva proposes a series of workshops with customers to look at experiences, good and bad. The results of these workshops will be reviewed and an improvement plan put together as a result.

The CPB agreed that this was a sensible approach.

 

Annual safeguarding report

The CPB was presented with the annual safeguarding report.

The CPB had the following comments:

• Include further sources of information and helplines on the Silva website.

 

Annual anti-social behaviour report

The CPB was presented the annual anti-social behaviour report, which highlights:

• Anti-social behaviour increased in the last year when compared with the previous report.
• Anti-social behaviour letters are now worded to indicate an appeal for information, rather than a notification of the investigation.

The CPB asked the following questions:

Q. What happens if someone uses CCTV looking over other people’s private spaces.

A. Legal advice had been obtained recently, especially with regard to Ring doorbells. If someone does have a device that collects this sort of data, they are responsible for GDPR and have to comply with requests for data in line with regulations.

Q. Is it possible to ask for footage if you are the victim of a crime?

A. The police would likely ask for this and the requirement to provide the information may depend on the type of crime commented.

 

Customer engagement in independent living

The CPB was informed that Silva would be surveying independent living customers to establish how they are doing, how they felt the pandemic was being dealt with and what they would like in the future.

The CPB had the following comments:

• Learning would increase if customers were asked to explain a low score on the survey.
• Questions regarding digital access should be added to the survey.

 

CCTV consultation options

The CPB was informed that a consultant had assessed the CCTV in situ and been asked to consider any further requirements.

The CPB agreed with the decisions made regarding CCTV.

 

Charity donations

The CPB was informed that there was £30k available to donate to charity. It was proposed to use this for another money advisor through the CAB and split the remainder between foodbanks and Women’s Aid.

The CPB agreed with the chosen charities and the approach to put it to a Facebook customer vote.

 

Boyd Court planned works consultation

The CPB was informed that there are 200 flats at Boyd Court and that Silva plans to refurbish them with new heating, cosmetic updates, sort out pockets of damp and mould, tidy up the entrances, railings, car park and deal with the unused bin stores.

A pilot flat is being set up and customers will be invited to review the new heating and mechanical ventilation.

The CPB had the following comments:

• As well as the newsletter and pilot flat, it may be necessary to do some door-knocking to get customer feedback.
• Solar panels could be used to power mechanical vents. This was considered by Silva, but vents are very low on energy usage.

 

Response to climate change

The CPB was informed that Silva plans to adopt a high-level approach to climate change and sustainability. 92% of Silva’s carbon footprint comes from gas boilers in homes:

• The proposed approach is to start with a £1m research investigation to plan where best to spend the ultimate budget. It is planned to take a programme plan approach, dealing with individual projects within that.

The CPB had the following comments:

• Thermal efficiency and changing behaviours go hand in hand. If insulation is improved, leaking windows, getting properties warm and dry prior to changing the heating, then the behaviours will change.
• Gas is more expensive than electricity, pilots will be needed to understand the best choices and the government has a part to play.
• It is a good idea to start with the oldest stock and start making small repair tweaks which will improve the thermal performance and then change behaviours.

 

Customer annual report

The CPB was informed that a more accessible annual report would be created for customers this year.

The CPB was asked if it wanted to include anything in particular:

• Information on what Silva is doing for customers
• Use of infographics and not just graphs etc.
• Four/ five key issues that are important to the customer
• Signposting to the full annual report if wanted.

March 2021 meeting notes

Feedback from the board meeting

An update regarding the board meeting held on 11 March 2021 was given to the CPB:

• The budget for the coming year was approved.
• An initial view of the 30-year financial plan, incorporating carbon reduction costs for the first time, additional building safety costs, and higher development costs.
• Silva will implement a framework and process for the development of our new corporate strategy.
• Approval of a new development scheme in Wokingham district for 19 new homes.
• Silva will adopt the new NHF code of governance and several actions will be picked up in a review of our governance over the next few months including the role of the CPB.

 

The CPB asked the following questions:

 

Q. Will Silva only take on new affordable rent housing now and not social rent housing?

A. The scheme mentioned includes 11 social rent properties.

Q. Will Silva take on any of the housing in the newly developed Peel Centre just off the town centre?

A. Opportunities will be considered if they are made available to us.

Q. When boilers are renewed in line with carbon reduction works will this just be for tenants or will it include leaseholders?

A. It will be a major financial commitment over the next 30 years but will only cover our responsibilities within dwellings so it will be leaseholders’ responsibility to replace their boilers in line with any legislative requirements. As technology develops better options will become more affordable.

Q. What is the radius of operation for the development of new homes?

A. Our core is Bracknell, Hart and Wokingham, then extending out into an area that is bordered by the M4, M3, A34 corridors.

 

The CPB were also updated on Silva's new strategy plans:

The new strategic plan will run to 2025 and will build on what Silva has achieved so far.

It is proposed that there will be eight themes (supported by strategic delivery plans):

• Customers and communities including older people.
• Existing homes including building safety.
• Colleagues and culture.
• New affordable homes.
• Climate change.
• Technology and ways of working.
• Financial viability, governance and value for money.
• Equality, diversity and inclusion.

Multiple workshops for the board and the CPB will be held, two of which would be joint sessions.

Members of the CPB were asked to attend if they could when invited, particularly for the ‘customers and communities’ theme and the ‘existing home including building safety’ theme which would be the joint sessions.

Electrical services programme

The CPB was presented information about the extensive electrical programme which had been awarded to Crystal Electronics.

It was informed that:

• A substantial budget had been put aside for the next three years, should more be needed then board approval would be sought.
• The contract included installation, servicing and maintenance of items such as door access systems, self-testing emergency lighting, CCTV systems, fire alarm and detection systems, Tunstall equipment, gates, barriers and auto-doors. Electrical inspections will take place in both domestic properties and communal areas along with any remedial work required.
• Customer service and quality assurance elements are also in place, and the contract will be overseen on a day-to-day basis by the planned works team.

 

The CPB asked the following questions:

 

Q. Are motion detectors being installed to control lighting in communal areas?

A. There will be in some blocks, some are on timers, and some are just switches which then stay on.

Q. Are there security cameras in all blocks and are they activated with motion, and how long is the information kept?

A. There are cameras in some blocks, not all. Some do activate on motion and information is kept for one month.

Service charge policy and Sinking fund policy

The service charge policy details how services are set and charged for costs outside of rents, these are mainly for leaseholders and shared owners.

The sinking fund policy is also for the benefit of leaseholders and shared owners, as customers contribute to this as part of their rent. Any major works required on buildings generally built since 2015 have a sinking fund element to their service charge.

As they are both quite complicated issues the CPB was asked if both policies were easily understood.

 

The CPB asked the following questions:

Q. If a roof lasts 40 years, do you build in a sinking fund immediately?

A. We may do. Most schemes do not, but there is one in an Independent Living scheme.

 

The CPB concluded that they were well written and easy to understand.

 

Cleaning and caretaking consultation outcome

The CPB was shown the results of the cleaning and caretaking consultation, where just over two thousand surveys were sent out with 180 responses received.

The 8.27% response rate was lower than expected but reliable enough to be able to draw the following conclusions:

• Customers thought it was important to have a dedicated estate operative with both the cleaning and the caretaking happening at the same time.
• Customers preferred to receive cleaning and caretaking at consistent times with the specifications of the cleaning standards published.
• Customers did not want to pay more for a better service.

 

As a result of the consultation, the CPB agreed that:

• There were enough responses to get a feel for what customers want and they gave a clear direction.
• The changes would be implemented subject to the approval of the executive board.
• Six months after implementation, a satisfaction survey will be carried out and reviewed by the CPB.

Transfer incentive scheme review:

The CPB was presented with the findings of the transfer incentive scheme review. The comments from the CPB was:

• It is now too complicated and might be confusing for customers.
• Customers won’t move unless they can move somewhere that is of the same standards, they are currently living in.
• The more attractive the offer, the easier it will be.

 

The CPB was reassured that:

• Customer information will be simplified.
• Customers will be supported on a one-to-one basis to make moving as easy as possible.

 

Community investment priorities and principles:

Silva has additional funds available to put back into the community.

The Silva board has agreed to a budget increase in principle in December 2020 and a clear way forward was planned for community investment.

This involves a three-year programme, with a more structured approach to working with partners, applying for grants, and facilitating community initiatives.

 

The CPB commented:

• This is a good initiative to give back to the community.
• It welcomes a return to some of the events held in the past.

Customer webinar

The next customer webinar will probably be held week commencing 19 or 26 April 2021.

The webinar will feature a short business update, then a pre-recorded segment from CPB on its work with Silva. The webinar would finish with a short question and answer session and a quick recap on the customer satisfaction survey results.

 

The CPB commented that:

• An evening webinar would enable more people to attend.
• The promise of an exclusive announcement for those attending the webinar to be the first to hear was thought to ensure a good attendance rate.

January 2021 meeting notes

The Silva Board meeting

The CPB was updated on the Silva board meeting that took place on 28 January 2021. Topics included:

• The business assurance report, which included improved key performance indicator performance and voids performing at an all-time high
• Updated financial forecast
• The 2021/2022 preliminary budget
• Update on Covid-19 effects on Silva and compliance with regulations
• Approval of new internal and external auditors
• Iveagh Court
• Fire protection work
• Initial review of Silva against the new issued National Housing Federation code of governance.

Regulatory compliance – rent setting

The CPB was updated on regulatory compliance and rent setting:

• Due to an accounting error, Silva customers had been undercharged for rent by £5 on average per household in 2019/2020 and overcharged by £5 on average during 2020/2021
• This means that despite the error, no tenants were worse off.

The CPB was assured that:

• The error will be rectified for 2021/2022 and will be checked to ensure it is carried out correctly
• Silva will include a short note with the rent statements that are due to go out to all customers within the next few weeks directing them to a clear statement on the website. Those who do not have access to the internet can request a physical copy by calling Silva.

Annual customer satisfaction survey

The CPB was presented with the results of the annual customer satisfaction survey:

• Out of 6,294 customers contacted, 1,001 interviews were completed
• More than 75% of customers are satisfied with the overall service, which was felt to be a good result when in the midst of a pandemic
• The quality of homes is high
• High assurance that homes are safe and secure
• The majority of customers say they trust Silva
• Most people’s responses were as a result of their experience with repairs

Four areas for improvement were identified:

• Get repairs right the first time and look at follow up repairs which seem to be inconsistent. Keep customers updated throughout the process at all times
• Deal with complaints promptly and notice that sometimes contact is a complaint
• The cleaning standards of communal areas need to be more consistent and timely
• Engage with younger customers more and in different manners.

The CPB was assured that:

• A new telephone system that includes a customer relationship management tool will help to stop calls and queries bouncing about between departments
• The customer service team will be upskilled, trained and provided with information on customer contact
• Tuning in to younger customers’ needs and expectations will help with insight and satisfaction.

Cleaning and caretaking review and consultation

The CPB was updated on the cleaning and caretaking review consultation:

• Some of the cleaning is not consistent and some timescales are not suitable, with no clear accountability.

A draft of a letter to all customers and a proposed survey were shown to the CPB. The points made by the CPB were:

• The timescale changes make more sense and information on these would be provided on the website so customers could view the schedules
• Monthly inspections will be carried out
• Estate operatives should report repairs issues when they are noted
• When service is below standard or missed, service charges will be adjusted.