The Repairs Panel is a customer panel dedicated to improving the customer experience with the Riverside repairs, maintenance and building safety services.

The group purpose is to:

• Co-create procedures that will deliver a ‘right first time’ service, enhancing the customer journey
• Influence customer communication on repairs, maintenance and safety that meets customer expectations
• Advocate for excellent customer service from contractors
• Scrutinise performance metrics for the repairs and maintenance service along with customer insight, making recommendations for improvements
• Commission more detailed scrutiny on key service areas as required
• Scrutinise performance against the Home Standard, providing validation on organisational self-assessments

The group will aim to have up to twelve members and will aim to be representative of Riverside’s customer base in terms of geography, diversity and tenure, including those from differing types of homes, i.e. high-rise buildings.

One membership space will be reserved for a customer member of Homes Committee and one further for a member of TRIP Members must be customers* of Riverside; although members have discretion to co-opt an independent member to bolster specialist knowledge.

Membership will be for a two-year term with the option of a second one-year term, subject to a successful end of term membership review with the Customer Engagement team and, where appropriate, Repairs Panel Chair.

Membership will be via a selection process of application and interview, co-designed by customers and managed by Riverside.

Membership will potentially be forfeited if two formal meetings are missed during the annual year, without offering apologies; subject to individual circumstances and review.

A quorum shall consist of a minimum of four members, including either the Chair or a nominated Vice Chair.

6 formal meetings per year (Mixed economy Teams/Face to Face – Location of face-to-face meetings will vary, taking into consideration geography and location of customer representatives).

Ad hoc meetings outside of the formal meetings may need to be added based on current priorities and projects, which members are encouraged to attend.

The Repairs Panel is a resident-led group that leads on improvement in the repairs service. It advises on what’s most important to focus on for residents, scrutinising performance and tracking recommendations to help improve how the service works for everyone.

The Repairs Panel role involves shaping, challenging, and influencing repairs services to support the delivery of customer priorities, specifically to:

• recommend service improvements that improve customer satisfaction relating to repairs, maintenance and building safety
• advise on and support customer consultation on policies and procedures relating to repairs, maintenance and building safety
• monitor and challenge performance information, including analysing complaints trends, relating to repairs, maintenance and building safety
• Ensure delivery against the Riverside Building Safety Engagement Strategy and compliance with the Building Safety Act 2022 section 91
• contribute to service reviews, improvement plans, and resident communications, providing lived-experience insight into projects and programmes impacting customers
• review, and where necessary, prioritise improvement actions in line with customer priorities
• be involved in relevant procurement activity
• commission customer surveys and Equality Impact Assessments relating to repairs
• hold Riverside to account for accessibility of services
• provide assurance to TRIP that repair-related policies, procedures and strategies have had an appropriate level of customer voice through engagement mechanisms.
• maintain open dialogue and two-way communication throughout the Customer Influence & Accountability Framework to gather insights and reports relevant to the
  repairs and maintenance service to influence improvement plans.
• work closely with the Complaints Panel and Service Charge Panel to ensure joined up priorities

The Repairs Panel plays a crucial role by incorporating lived experiences into influencing and providing assurance in relation to Riverside’s repairs service.

The Repairs Panel will provide a report to the Tenant and Resident Influence Panel (TRIP) and the Homes Committee on key highlights, findings and escalations from the Customer Influence and Accountability Framework, aligning to the Assure, Advise and Alert reporting framework.

A senior member (Head/Director/Chief Officer) from Asset Services will attend the Repairs Panel as a regular attendee. Riverside staff from RPS, Evolve, Building Safety, Customer Service and Housing Services (others as necessary) will be requested to attend the Repairs Panel as required, dependent on current priorities.

The Customer Engagement Team will provide administrative support to the group.

These terms of reference will be reviewed annually by the Customer Engagement team and every three years by the Customer Experience Committee.