Board Meeting – 26 November 2013 3pm
Arlington
MINUTES
Present:
No
1
Amy Crocker (Chair)
Kevin Beirne – Director of Housing,
Care and Support
Margaret Smith - Board member
Marigold Robertson-Saul – Board
member
Osvaldo Martins Aguiar – Board
member
Garnet Prah-Arthur – Board
Member
Susan Biddle – Independent Board
Member
Kathleen Hopgood – Head of
Floating support
Linda Kelly (minutes)
Personalisation Coordinator
Martin D’Mello – Assistant Director
of Housing and Homelessness
Amanda Ball – Customer Accounts
Manager
Item
Action
Apologies
Susan Mpoya, Martin Butcher, Nelissa Mendy
2
Minutes of the meeting on 27 June 2013
The minutes were agreed with an update on the actions taken with
regards to the amendments requested on 7 March 2015 meeting.
Welfare Reform Team - Presentation

AB talked through the paper Papers before meeting Amanda
explained the two main changes Benefit Cap and Bedroom
Tax and how OHG is supporting our customers through the
changes

Explained the various methods OHG are using to explain the
new changes to our customers i.e. from leaflets to managing
budgets courses and the role of the Employment and
Training Team.

Partnership with Credit Union to help customers who do not
have Bank Accounts, very successful in obtaining
Discretionary Payments for our customers from Councils to
meet Housing Benefit Shortfall in some Boroughs.
Kathleen Hopgood Head of Floating Support

KH gave her presentation with regards to the effects of
Welfare Reform on Floating Support, she went over all the
work which is being carried out to ensure customers are
supported and prepared for the changes. .
Exit Survey report to
next meeting
.
No
3
Item
New QS System Progress

4
5
6
AC presented the paper and explained the progress of
implementing the New QS System
Customer Survey

DK went through the paper and explained actions taken to
improve customer dissatisfaction with regards to customer
surveys.

Current survey was underway
Maintenance Review Service

The paper was introduced by MD’M and he gave a briefing
on how One Support intends to implement the review over
the coming years.

The new “in house” maintenance service will improve quality
and customer experience, as well as savings to be made.
Performance Indicators and Local Offer monitoring

7
Action
AC presented the paper and went through the indicators
explaining what each colour indicated and where the
improvements have been made since the last Customer
Board Meeting
Customer Items
None
The Board meeting closed at 16.50
Items for next meeting:


Customer Survey
Exit Survey
Next Board Meeting Tuesday 4 February 2014
Amy Crocker
Chair
In future when the
QS Report is given to
the Performance
Committee it should
be brought to the
Customer Board
Survey report to be
brought to the next
meeting