Our performance
Financials
To view our up-to-date Financial and Value for Money statements on our website, please visit www.ccha.biz.
Complaints
We publish our Annual Complaints Performance and Service Improvements Report on our website. It reviews what we’ve done, our self-assessment against the Housing Ombudsman Complaint Handling Code, and our learning from it all. Our goal is to be as transparent as possible, showing what we’re doing.
Below we share some highlights from that report. For more detail, please read the full document.
of residents satisfied with our approach to complaint handling in the last 12 months (target 56%)
Breakdown of complaints by topic
Repairs & maintenance
Total = 112
79 Upheld 18 Partially Upheld 15 Not upheld
Customer service
Total = 18
8 Upheld 4 Partially Upheld 6 Not upheld
Tenancy management
Total = 17
4 Upheld 6 Partially Upheld 7 Not upheld
Estate services
Total = 20
7 Upheld 9 Partially Upheld 4 Not upheld
Other services
Total = 1
0 Upheld 0 Partially Upheld 1 Not upheld
Listening and learning
We learn from complaints by holding a quarterly complaints forum and reviewing individual issues as well as feedback from the Housing Ombudsman. We look at trends to see what the underlying issues are so we can work to prevent them in the future.
Our learning from complaints is shared on our website, annual report and newsletter and shared quarterly with staff and regularly with our board and Remuneration and Nomination Committee.
Stage 1 complaints increased by 88%
Stage 2 complaints increased by 141%
of complaints relate to our responsive repairs service
of complaints are associated with delays
include poor communication
include customer service issues
relate to other contractors (not repairs)
include an element of staff conduct
So, what are we doing to address these?
- Restructured the repairs team to help them focus on their areas.
- Redesigned our repairs model based on resident feedback and hope residents see improvements with the new contractors in the next few months.
- Introduced quicker post-inspections following planned works.
- Implemented a new process for the distribution of keys when we upgrade communal doors.
- Commissioned specialist reports on damp and mould to help improve living conditions for our residents.
- Proactively contacted residents as soon as we’re aware of disrepair cases.
- Brought in a new customer contact centre with two additional members of staff.
- Trained staff in communication, recognising resident dissatisfaction, on our contracts and standards, and on how to manage serious incidents.
- Added additional support to our neighbourhoods team to help address anti-social behaviour.
- Consulted with residents on parking arrangement at certain estates.
- Updated our mutual exchange policy to provide more clarity.
Equality, diversity and inclusion
This year we’ve continued to collect more data on our residents to see how we can improve our service to better suit their needs. You can read more about that here. We hope to share more information next year once we’ve analysed that data.
Next year will involve further collection of data, while also analysing the results and creating a long-term plan to incorporate resident and staff needs into our services.
— Ethnic minorities 37.2% — White 34.3% — Other 1.7% — Prefer not to say 3.3% — Unknown 23.5%
— Ethnic minorities 27.8% — White 34.4% — Other 3% — Prefer not to say 0% — Unknown 34.4%
— Ethnic minorities 25% — White 75% — Other 0% — Prefer not to say 0% — Unknown 0%
