CATALYST
HOUSING
LOCAL COMMITTEE MEMBERS
CANDIDATE BRIEFING PACK
Badenoch & Clark | Elyse Hodgess – 020 7634 0400
Welcome Letter
Thank you for showing an interest in our vacancy for a Committee Member on the South East Customer
Service Committee at Catalyst Housing. This is an exciting opportunity to join the governance structure of an
award-winning registered housing association, providing over 21,000 homes in London and the South East.
We are an important regional player and this position will play a critical role in helping us to maintain a
strong presence in our neighbourhoods and to drive Catalyst’s commitment to deliver improved customer
services.
Our South East region – covering Berkshire, Buckinghamshire, Bedfordshire and Oxfordshire – contains
5,000 homes, a quarter of our total stock, and about half of our ambitious development and regeneration
pipeline. Regional headquarters, including our South East customer call centre, are in Oxford, with offices
also in Reading and Luton, from where we provide a full range of estate management, maintenance and
repairs services.
Our local presence means that we take responsibility for much more than the delivery and management of
homes. Via Catalyst Gateway (our community regeneration arm) we have delivered a range of projects to
support and empower local communities. From helping young people into training and jobs, to supporting
the development of social enterprise initiatives, our focus as a local Committee means that we need to
remain in tune with what is happening on our doorstep. We have the flexibility and resources to respond to
local aspirations and changing needs. We believe that we are facing the current economic challenges from a
position of strength, with a healthy surplus and ambitious plans for growth.
As a member of the South East Local Customer Service Committee you will be joining a diverse and
committed team. We are seeking experience in a broad range of skills and sectors from across the local
area. We will value the technical skills and experience you will bring in any one of these fields, but it is your
ability to work in a team to achieve results that will be key. We will be open to this being your first nonexecutive role. You will have a genuine interest in making a difference in the housing needs of local people,
bring warmth, energy and passion to our Committee and will enjoy helping to shape our contributions as a
Local Committee - raising our profile across our area of operation and within the company itself. Please note
that meetings will be predominantly in the evening and will be spread across the region.
If all of this sounds like an exciting opportunity, please speak to our retained consultants, Badenoch & Clark.
I very much look forward to receiving your application and wish you the best of luck.
Kind regards
Alison Knocker
Chair, South East Local Customer Service Committee and Catalyst Board member
Principal activities
Catalyst Housing is one of the leading housing associations in London and the South East. We aim to be a
catalyst for change and improvement wherever we work, so that more people have the chance to build a
better future.
We provide a wide range of rental and home ownership opportunities for people at every stage of life,
making quality homes affordable for those who would otherwise be priced out of the market. We:
- Provide low-cost homes to rent, encouraging vibrant communities around them;
- Offer home ownership to those who may not otherwise be able to get onto the property ladder;
- Regenerate neighbourhoods, working
closely with residents;
- Build desirable, affordable new properties;
- Give young people opportunities to get
ahead and stay away from crime;
- Run schemes that help individuals onto
new career paths;
- Bring sheltered and special needs housing
to those who need it; and
- Supply key workers with accommodation.
Our Purpose
We want to:
- Get people securely onto the first rung of the property ladder;
- Create homes that people enjoy living in; and
- Encourage vibrant, thriving communities with wonderful opportunities for residents.
What we are doing
We currently provide more than 21,000 homes. These include low rent, intermediate rent, shared
ownership and shared equity properties. We are also building more than 2,400 new homes in mixed tenure
developments. These include major regeneration schemes at Wornington Green (North Kensington), Dee
Park (Reading) and Mill Farm Close (Pinner), together with an innovate partnership developing homes of all
tenures across Luton.
As well as building and managing homes, Catalyst also works
with central and local government to deliver a wide range of
housing services that help people find and get into homes that
meet their needs.
Our award-winning Home Ownership Westminster service
helps first time buyers living and working in Westminster.
But Catalyst doesn’t only provide housing services. We also work with local partners to transform the
prospects of local residents and the areas where they live.
Our team in Catalyst Gateway run community enterprise, training
and skills, family and youth projects. We also provide funding to
grassroots community groups so they can develop and run their
own projects.
Catalyst is also deeply committed to sustainability and recently
became only the second housing organisation in the country to
secure the coveted Gold SHIFT accreditation.
Our structure
Governance is structured through a main Board and 2 customer service committees, one in London and one
in the South East, which ensure that customer focus and local priorities are fully considered.
How we work – our values
We believe in quality, opportunity, integrity and inclusion and we live out these values through the work we
do and the way we do it.
- Quality - We make quality homes affordable and we aim to deliver outstanding customer service. We
constantly strive to improve our homes and services.
- Opportunity - We act as a springboard not a safety net. We are a catalyst that helps people make their
housing aspirations happen, and that empowers local residents to build a better future. Through our
community development arm Catalyst Gateway we deliver a range of projects to support and empower
local communities.
- Integrity - We do what we say we will. Partnership is key
to the way we work, and it is vital that our customers and
partners can trust us to deliver.
- Inclusion - Everyone has the right to a quality home that
suits their needs, so we provide a wide range of rental and
homeownership opportunities, in mixed tenure
developments.
Skills and Experience
The role of the Customer Service Committee is to monitor performance and service delivery by reviewing
strategy, policy and practice and to engage with local communities and customers to establish what they
want and think. The skills requirements for this are set out below.
Each Customer Service Committee requires a mix of the following skills, knowledge and experience across
its membership:
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Leadership for the Committee (as set out in the Chair role profile)
Customer service (ideally cross-sector)
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Understanding of community development and investment
Knowledge of affordable housing sector
Understanding of key local partners including Local Authorities
Understanding of Catalyst’s customer base including people with support needs
Ability to speak with direct experience of being a Catalyst customer
Knowledge of central and local government policy affecting the sector
Knowledge or experience of resident involvement and communication with resident groups
Experience or willingness to learn some general business skills such as budgeting and management
Additionally, all Committee members need to demonstrate the following skills, capabilities & behaviours:
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Support for the values and objectives of Catalyst
Commitment to excellent service delivery
Good communication skills
Interest in or experience of local community issues
Ability to work as part of a team and abide by collective decisions
Ability to contribute effectively to meetings by listening, asking relevant questions and taking considered
decisions and to maintain constructive relationships with other Committee members and staff
Commitment to act in the best interest of the local area and Catalyst and not in any personal interest
Respect for confidentiality where this is required
Support for all policies including the Equality & Diversity Policy & Code of Conduct
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Read the papers beforehand for all meetings that they are invited to attend
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Register all interests that might have a bearing on Catalyst’s work and declare any potential or actual
conflicts of interest as and when they arise
Raise any concerns they have about Catalyst’s affairs with the Area Director or Chair
Represent Catalyst positively to all external audiences and attend public relations events
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Time Commitment & Additional Duties
Customer Service Committee Members are expected to:
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Devote about 7 hours per month to the Committee including attendance at meetings and training,
taking part in Panels and other Committee events
Achieve an attendance rate of at least 75% in respect of the Committee meetings to which they are
invited
Acquaint themselves with the work of Catalyst by meeting with relevant staff, visiting estates, attending
scheme openings, and attending briefing sessions
Take part in Disciplinary and Appeals Panels and other such bodies where Committee members are
expected to act in a quasi-judicial role
Assist with the recruitment of new Committee members, including Residents, through whatever process
is agreed by Catalyst
Take part in working parties and other forums designed to improve policy and practice in Catalyst
Customer Service Committees
Purpose
5.1 There shall be two Customer Service Committees – London and South East.
5.2 The purpose of the Committees is to recommend to the Board changes to strategy, policy or practice to
enable Catalyst to better fulfil its objectives in particular achieving excellent customer service by:
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Reviewing and collating the varied sources of intelligence about customer experience (originating
from various resident involvement forums and day to day contact with customers)
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Relating that information to direct experience of what it is like to live in a Catalyst home by visiting
estates and meeting customers
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Overseeing the production of and approving Priority Neighbourhood Plans which are intended to
integrate different services (Neighbourhood Management, Catalyst Gateway, Asset Management,
Development and Regeneration) and maximise the beneficial impact for customers and
neighbourhoods.
Tasks
5.3 Customer Service Committees will:
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Agree area priorities annually as part of the area plan
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Work with staff to agree priorities on designated area budgets and monitor spend
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Monitor area performance, focusing on key areas of concern or interest with relevant staff leads
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Oversee the production of Priority Neighbourhood Plans that provide clear benefits to customers
and Catalyst’s communities
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Increase resident involvement in the work of Catalyst
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Ensure regular key messages to and from Catalyst Residents Forum, the Board, task groups, panels
and other quality forums
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Review scrutiny outcomes to inform board of changes to strategy, policy or practice to enable
Catalyst to better fulfil its objectives
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Support funding bids from external bodies such as lottery or local groups, that link to Priority
Neighbourhood Plans and wider community engagement activities
 Actively engage in Stage Three complaint appeal panels, feeding experiences back into the Customer
Service
Committee
Membership
5.4 Each Committee shall have up to 12 members, comprising:
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A minimum of two CHL Board Members
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Between five and eight residents, of which one may be nominated by the Catalyst Residents’
Federation and the others shall be selected.
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Up to five other members who are not Board Members or Residents – these are called Independent
Members. These may include Local Authority Councillors or employees but standing in their own
right and not as nominees as so long as the total number Local Authority Councillors and employees
does not exceed two.
5.5
If at any time, due to a casual vacancy, the numbers of any category of Committee member fall below
the minimum numbers set out above the remaining Committee Members shall be authorised to fulfil
all functions whilst recruiting for the vacancy.
5.6
Members will be expected to attend meetings and undertake an induction and training programme
5.7
No person may become or remain a resident Committee member if he/she:
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Is not or ceases to be a tenant or leaseholder of the relevant catchment area
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Is or becomes an employee of Catalyst
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Is under a court order relating to a breach of the terms of his/her agreement or contract with
Catalyst
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Is removed as a Committee member under the terms of the Code of Conduct.
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Lives in the same property as another Committee member
5.8 No person may become or remain an Independent Committee member if he/she:
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Is or becomes an employee of Catalyst
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Is or becomes a Catalyst resident
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Is removed as a Committee member under the terms of the Code of Conduct
5.9 Independent members will be selected by each Committee based on the skills need and priorities of
that Committee.
Term of Office
5.10 Customer Service Committee members will initially be elected for three years. They may stand for reselection for a further two terms. The maximum term of office is nine years.
5.11 If a member who has served for nine years wishes to stand for selection again in the future then they
can do so after a three year break.
5.12 If a Resident vacancy arises, prospective residents will be invited to discuss the work of the Committee
on an informal basis with a member of staff and a member of the Customer Services Committee.
5.13 If a resident wishes to apply for a vacancy they must submit an application to the Committee detailing
their suitability for the role. This can be done verbally. Staff will provide any support to a resident to do
this.
5.14 All positions are subject to selection by a panel which must comprise at least one Board member, one
Resident and one Independent.
Chair and Vice-Chair
5.15 The Chair of the Committee will be a Catalyst Board Member as appointed by the Catalyst Board
annually.
5.16 The Vice chair will be a resident member
5.17 The Chair will hold this position for a maximum of six years
Meetings
5.18 Meetings will be held at least quarterly and will fit in with the cycle of Board meetings and Catalyst
Residents Federation.
5.19 All papers for meetings will be sent to members at least 10 working days before a meeting and posted
on the website at the same time.
5.20 Apart from an emergency and with agreement of the Chair no additional papers will be tabled at
meetings.
5.21 A Customer Service Committee may decide to open one meeting per year to all Catalyst residents
living within the relevant catchment area.
5.22 All Customer Service meetings will comply with Health & Safety and equality and diversity
requirements.
5.23 Decisions at meetings will be reached by consensus. Where consensus cannot be reached a vote
should be taken. In the event of a tie, the chair shall have a second and casting vote.
5.24 All Customer Service Committee members and stakeholders can propose future agenda items direct
to the Chair. This must be at least six weeks prior to the next full Committee meeting, and will be
included at the Chair’s discretion.
5.25 The appropriate members of staff shall be in attendance at the Customer Service Committee meeting.
This will be agreed by the Chair, Vice Chair and Area Director.
5.26 Customer Service Committees may request attendance at meetings by any senior member of staff or
contractor as long as sufficient notice is given.
5.27 The meeting can still go ahead if the Chair isn’t present. At the start of the meeting members should
agree who will chair the meeting.
Quorum
5.28 The quorum for the meeting is at least two resident members, one CHL board member and one
independent member. If there is less than this number then the meeting will be inquorate and
decisions will not be taken.
Resident Engagement Event – Roadshow
5.29 Each Customer Service Committee will hold at least one roadshow each year. This will be open to all
Catalyst residents in the area and enable a review and planning exercise to take place.
5.30 At least three weeks prior notice of the roadshow will be given to all local Catalyst residents.
Key Messages
5.31 Minutes will be taken at all meetings of the Customer Service Committees and will be circulated to
Committee members within ten working days of the meeting.
5.32 An area plan sheet will be created to publicise the work planned and completed by the area panel for
residents to view on an annual basis.
5.33 The key messages from each meeting will be captured by the member of staff taking minutes at the
meeting. It is their responsibility to input the key messages onto the governance portal (currently
board website) and Catalyst website. This must be done within three days of the meeting date.
Conduct
5.34 All Customer Service Committee members will sign a copy of the Governance Code of Conduct.
5.35 Poor conduct will be dealt with in line with the Code of Conduct. Catalyst may remove people from the
Committee for breaching the Code of Conduct.