Foreword from the Chair
Welcome to our 2024/25 annual report
I’m delighted to introduce our annual report.
As a board, we decided that 2024/25 would be a year dedicated to truly listening to our residents. We've been engaging with residents in surveys, estate visits and resident panel meetings.
“This year was about truly listening to our residents — their voices have shaped our priorities, especially around improving repairs and communication.”
Maureen Adams, Chair of ccha
We've been combining board meetings and strategy days with neighbourhood visits, allowing us to see and hear for ourselves how we’re doing. Residents have been happy to share their day-to-day experiences of our services and what we could do to improve them.
We also held another popular open event where residents came to our offices to meet staff, contractors and board members. One of the most important issues is always repairs, and this year we undertook an extensive consultation to improve our repairs model.
The Regulator’s Tenant Satisfaction Measures (TSMs) indicate that 73% of all of our residents agree that we treat them fairly and with respect. However, only 62% were happy with the services overall, which is our key focus. We note that repairs have been the main source of complaints. While we’re compliant with the Complaints Handling Code and take each and every complaint seriously, we’ve agreed to fund the appointment of a dedicated Complaints Officer.
We began the process of procuring a new contractor and, by March 2025, had announced that KNK Building Services was our preferred bidder, with the contract awarded in April 2025. Our Customer Service Advisors would then become the primary point of contact for day-to-day repair enquiries, making it easier for residents to provide us with direct feedback.
We began collecting more information from our residents through the customer needs review to learn more about them and their communication preferences. We’ll then use this information to see how we can better tailor our services to them. I would like to thank the residents’ panel for their interest in how we communicate with residents.
We also consulted on the new business plan, reaching out to 75% of our residents. Looking forward, from 2025, we’ll deliver thirty projects over five years, with the first year focused on our new repairs contract and contractual arrangements, the introduction of a new customer contact centre and strengthening our IT systems.
We’ve successfully secured £21 million of new funding in 2024/25, ensuring our business plan is fully funded to enable us to both maintain existing properties and build new homes. The site work for new developments is scheduled to start in the first half of 2025.
With over 93% of our homes achieving an EPC C standard or above, we’re now looking to progress our net zero carbon plans which will focus on improving homes, particularly older blocks in our five-year plan.
We recognise the value of working with other partners, such as Croydon, Bromley and Sutton Council, The L12, and our continued membership of PlaceShapers, a national network of housing associations committed to supporting communities and places. We want to be part of the future growth plans for all boroughs that we operate in.
It’s been a pleasure to work with the dedicated ccha team and our residents. I look forward to the year ahead and the opportunity to deliver real change.
Thank you all.
Maureen Adams Chair of ccha
