What CIP did: Talked about recent incidents affecting staff and discussed safety.

Why: To help protect staff and improve services.

Action taken: Shared examples and looked at possible tools like body cams.

Impact: Raised awareness of staff safety and supported better training and communication.

What CIP did: Regularly reviewed how complaints are handled.

Why: To make sure the process is clear, fair, and effective.

Action taken: Worked with the complaints team on service improvements and looked at how quickly issues are acknowledged.

Impact: Helped strengthen the complaints process and improve customer confidence.

What CIP did: Reviewed Anti-Social Behaviour (ASB) reports and secure tenancy agreements.

Why: To help address ASB issues and make sure tenants understand their rights and responsibilities.

Action taken: Shared reports, held discussions, and planned to draft a report with recommendations.

Impact: Improved understanding and management of ASB, leading to better relationships in communities.

What CIP did: Discussed the need for more members and new recruitment ideas.

Why: To build a panel that better reflects the diversity of customers.

Action taken: Planned open days and a social media campaign with support from the comms team.

Impact: Strengthened recruitment efforts and encouraged wider involvement.

What CIP did: Reviewed boiler servicing and provided feedback on a new gas safety video.

Why: Tenants had concerns about what checks were being done and what to expect.

Action taken: Requested a clearer video showing the full gas safety check process — now live.

Impact: Improved understanding and safety through a more informative, accessible video.

What CIP did: Suggested renaming the 'Good Neighbour Charter' and reviewed the policy.

Why: Felt the title did not reflect the purpose and wanted to improve how noise issues are handled.

Action taken: Proposed a name change, reviewed examples, and asked for more data.

Impact: Started a review process that may lead to clearer policies and better neighbour relations.

What CIP did: Reviewed family homelessness and placements outside the borough.

Why: Concerned about the effects on schooling and mental health.

Action taken: Discussed improved results, including fewer families placed outside the city.

Impact: Helped highlight the importance of local placements and supported ongoing improvements.

What CIP did: Visited the Tarmac Road office to learn more about repairs.

Why: To better understand the process and identify issues.

Action taken: Followed up with the team and discussed service improvements.

Impact: Identified gaps and started conversations to make repairs more efficient.

What CIP did: Reviewed the draft policy.

Why: To check it is fair and effective for both staff and customers.

Action taken: Gave feedback and added it to the future agenda.

Impact: Ensured customer voices helped shape how complaints are handled.

What CIP did: Reflected on the year’s work and reviewed training from TPAS.

Why: To recognise progress and make sure members are confident in their role.

Action taken: Shared reflections and discussed future priorities.

Impact: Highlighted success stories and raised awareness nationally, including in the Ombudsman’s report.

What CIP did: Continued reviewing Tenant Satisfaction Measure data and survey feedback.

Why: To understand how well Wolverhampton Homes is performing.

Action taken: Looked at how data is collected and what customers are saying.

Impact: Improved awareness of satisfaction levels and helped shape focus areas.

What CIP did: Tested the app and website and gave feedback.

Why: To make sure the digital services meet tenant needs.

Action taken: Suggested more repair categories and easier access to tenancy documents.

Impact: Helped improve usability and ensured the platforms reflect real customer needs.