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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.

October 2020 Customer Partnership Board meeting notes


Topics discussed.

  1. The Silva board meeting
  2. New board member introduction
  3. Customer insight and engagement report
  4. Annual customer perception survey
  5. Customer contact policy feedback
  6. Safeguarding policy feedback
  7. Tenancy sustainment policy feedback
  8. Rechargeable repairs policy feedback
  9. Storage and disposal of possessions policy feedback
  10. Evictions policy feedback
  11. Together with Tenants


The Silva board meeting

The CPB was updated on the board meeting that took place on 22 October 2020. They were updated on:

  • Business assurance
  • Performance and compliance.

The comments from the CPB were:

  • Concern was raised about all workers using appropriate PPE and procedures when in customer’s homes. The CPB was assured that strict guidelines were in place and being carried out
  • A question on PPE and safety procedures would be added to the transactional survey following completion of work in customers homes.


New board member introduction

The CPB was introduced to Maggie Porteous, the new board partner to the CPB, who will provide the voice of the customer on the Silva board.


Customer insight and engagement report

The customer insight report for the last quarter was reviewed to provide assurance on insight from complaints and the findings from customer surveys. The main points were:

  • Whilst complaints increased in the last period, they were down compared to the same time last year
  • Most complaints related to the time taken to complete repairs
  • No other main themes were evident
  • We received 65 compliments
  • Not as many transactional surveys were carried out due to fewer repairs being completed
  • Overall satisfaction was higher than our target
  • Customer hub satisfaction had improved.


Annual customer perception survey

The CPB was presented with the annual customer perception survey, taking place in November 2020. The questions remain mostly the same, with minor changes and the addition of a new question about Covid-19.

Initial highlights would be provided in mid-December and the full report will be available in January 2021.


Customer contact policy feedback

Silva asked for feedback on the customer contact policy.


Safeguarding policy feedback

Silva asked for feedback on the safeguarding policy.

The comments from the CPB were:

  • Specific timescales should be indicated in the policy.


Tenancy sustainment policy feedback

Silva asked for feedback on the tenancy sustainment policy.


Rechargeable repairs policy feedback

Silva asked for feedback on the rechargeable repairs policy.

The CPB was assured that:

  • There have been improvements on the void relet process and a home will not be handed over until certain standards are met
  • In regards to fences, while we have a general principle outlined in the policy each case will be treated individually.


Storage and disposal of possessions policy feedback

Silva asked for feedback on the storage and disposal of possessions policy.

The CPB was assured that:

  • While a timeline is given as a guide, each customer will be dealt with individually
  • Charges would usually be made weekly.


 Evictions policy feedback

Silva asked for feedback on the evictions policy.

The CPB commented:

  • This is a serious issue, which everyone needs to be able to understand, so it will be provided in another language if requested.


Together with Tenants

Silva updated the CPB on the National Housing Federation Together with Tenants charter.

The CPB was informed that:

  • Silva will work to involve customers more in governance
  • Silva’s governance will be updated
  • Silva will work on the complaints process to meet the new Housing Ombudsman criteria.

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