Performance Panel - previous Meeting Minutes
Performance Panel Meeting - 8 September 2026 Minutes
Present:
- Julie Hood, Housing Equalities and Engagement Facilitator
- D. McLaren, Tenant
- E. Middleton, Tenant
- S. Scott, Tenant
- G. Kavanagh, Tenant
Apologies:
- None
Julie opened the meeting and welcomed everybody. Introductions were made.
- Minutes and matters arising
- Engagement Strategy and Action Plans
- Performance data on the website
- Programme for Voids and Complaints monitoring
- Action Plan
- Next Meeting
Minutes and matters arising
The minutes were agreed as a true record of the meeting.
The following were matters arising:
- Dates for the Void and Complaint monitoring to be agreed at the September meeting
- Corrected Engagement Strategy Action Plans to be sent with the papers for the September meeting - Corrected and sent
- Web page viewing numbers to be sent with the papers for the September meeting - Sent
- Suggestions for performance information to be included on the website to be sent with the papers for the September meeting - Sent
- Draft Action Plan to be produced and sent with the papers for the September meeting - Sent
Engagement Strategy and Action Plans
The Engagement Strategy Action Plans had been sent with the papers for the meeting. All agreed that the Engagement Strategy is being delivered.
A Resident Engagement Impact Assessment was tabled. This had been drafted based on the Impact Assessment suggested by a Panel member at the last meeting.
All agreed the format. Draft document to be sent to all Members for discussion at the next meeting.
Action: Draft Resident Engagement Impact Assessment to be sent to all members.
Performance data on the website
The suggested performance data were agreed. The data included a website which has their performance information detailed in a ‘friendly’ way. All agreed this was a good way to present the information - clear and easily understood.
Action: Julie to pass this to the relevant Officers.
All agreed that these data should be discussed at Performance Panel meetings.
As empty property data and complaints data are also being discussed at meetings, it was agreed to meet every 2 months with one of these items on each agenda. This means that each area will be discussed at 6-month intervals.
Action: Meetings to be held every 2 months moving forward.
Programme for Voids and Complaints monitoring
As above, these will be discussed twice each year. This will give enough data to identify themes and/or trends.
Following the last meeting, Fiona Brown, Head of Strategy and Performance (Interim), had provided some information regarding complaints received. The analysis of complaints by service area covered April 2023 to June 2026.
The specific data covered April 2026 to June 2026 for Building Services, Housing Management, and Housing Options and Registrations.
This information was discussed. It was noted that:
- Complaints about Building Services are high every year between January and March. Do we know why?
- Housing Management complaints seem very low, bearing in mind what the Panel hear from neighbours, family, and friends. This raised the following:
- Do tenants know what service to expect from their Housing Management Officer?
- Do tenants know how to complain about the service they receive from their Housing Management Officer? To put it right before a formal complaint is made
- What do you do if you don’t get on with your Housing Management Officer?
- Housing Management Officers used to be very visible, now you never see one at all
Action: The above questions and areas of concern to be discussed with the Head of Strategy and Performance (Interim).
Action Plan
To be updated and sent with the papers for the next meeting.
Next Meeting
Tuesday 24 November 2026, 6.30pm via Microsoft Teams
Agenda Items
- Resident Engagement Impact Assessment
- Empty property data