Foreword from the Chair
Welcome to our 2023/24 annual report.
As the new Chair of ccha, I have joined the organisation at a time when there are many challenges in the housing sector, including the increased cost of living for our residents and staff, and the rising cost of building and maintaining our homes.
Throughout this, we have continued to strive to meet the high standards of service set by the Regulator for Social Housing (RSH) and by the Housing Ombudsman. In February 2024, the Regulator confirmed that we were fully compliant with their standards and we restored our rating for Governance from a G2 to a G1 returning our V1 G1 status.
This year we have focused on encouraging residents to get more involved with us.
Maureen Adams, Chair of ccha
The Social Housing Regulation Act became law in July 2023, giving the Regulator additional powers to deliver an enhanced consumer regulation role. The Regulator’s consultation on Consumer Standards was finalised and new Tenant Satisfaction Measures (TSMs) were also established in 2023.
Using these measures, we found that this year 80.1% of residents who rent from us were satisfied that we treat them fairly and with respect. While 64.5% of residents who rent from us were satisfied with our service overall, an improvement on last year’s figures.
The cost of living has continued to be felt by many and an area of work we are particularly proud of is our welfare support service, which has helped residents access much needed benefits and maximise their income.
Our income team not only helps to collect the rent that pays for the services we provide, they also support residents with financial advice to prevent rent arrears and help residents live more comfortably. As a not-for-profit housing association, any year-end surplus we collect is put back into the services we provide to residents.
This year we have focused on encouraging residents to get more involved with us. Repairs remained a challenge for us, and we have been consulting extensively with residents on how to make improvements in repairs. Mark Collins, an established Board member and Chair of the Remuneration and Nomination committee, is now the member responsible for complaints, and we are continuing to listen to residents' feedback. We held our annual open event at our offices on Sheldon Street and have been out visiting various estates to ensure all our residents have a voice.
Angel Oak Point show home
As a community-based housing association, we were pleased to hold an opening ceremony in April for our Angel Oak Point Development of one, two and three -bedroom homes. The event was well attended by councillors, community representatives and contractors, and signified our continued commitment to providing quality homes. Our business plan includes developing more than 100 homes in the next two years, to help with the housing shortage in our boroughs.
We have continued to maintain and improve our existing homes which included installing 31 homes with solar photovoltaic (PV) panels in partnership with Raven Renewables. This will improve the energy efficiency of our homes and support our journey to Net Zero.
We have also strengthened some excellent partnerships locally, including with Heads2gether, St Luke’s Church, Woodside and Community Led Housing which will be looking at developing homes in partnership with the local residents who will be living there.
I would like to thank the outgoing Chair Heather Thomas for her significant contribution and I look forward to meeting colleagues, residents, customers, and stakeholders in the coming year.
I would also like to pay tribute to the excellent work of the staff, our chief executive, Leadership Team, and Board colleagues for their commitment to our purpose and for demonstrating our values. It is a team effort and everyone plays a valuable part.
Thank you all.
Maureen Adams Chair of ccha
