Performance

To view our up-to-date Financial and Value for Money statements on our website, please visit www.ccha.biz.

Financials

Complaints

Between April 2022 and March 2023, we received 54 complaints, which we are pleased to report is lower than the previous year. However, with feedback varying between our satisfaction survey and post-complaints survey, we know we have room for improvement with our complaints handling.

50% of residents were satisfied with our complaints handling (target 75%)*.

*Figure taken from our satisfaction survey.

We reviewed our self-assessment, which can be viewed on our website, and made some changes to the complaints policy and procedure to ensure we were compliant with the Complaint Handling Code issued by the Housing Ombudsman Scheme.

Complaints	2022/23	2021/22
Total number of complaints received	54	67
Number of Stage 1 (S1) complaints	42	56
Number of Stage 2 (S2) complaints	9	9
Number of Tenant Panel or Ombudsman referrals	3	2
Number of MP enquiries	13	11
% no of complaints escalated to S2	17%	13%
% S1 & S2 complaints acknowledged within 2 days	99%	100%
% S1 complaints responded within 10 days	94%	99%
% S2 complaints responded within 20 days	100%	100%
% complainants satisfied with the outcome of their complaints**	60%	67%
% complainants satisfied with complaints handling**	80%	63%
Number of survey returns	6	22
Number of S1 complaints received per 1,000 units	35	44
Number of compliments received	13	20

**survey completed following closure of complaint.

Breakdown of complaints by topic

— 32 Upheld — 7 Partially Upheld — 4 Not upheld — 3 Ongoing

— 1 Upheld — 0 Partially Upheld — 0 Not upheld — 0 Ongoing

— 2 Upheld — 0 Partially Upheld — 2 Not upheld — 0 Ongoing

— 0 Upheld — 3 Partially Upheld — 0 Not upheld — 0 Ongoing

— 0 Upheld — 0 Partially Upheld — 0 Not upheld — 0 Ongoing

Listening and learning

Each quarter, we meet to discuss complaints and what we can learn from them, creating an action plan to rectify any issues. From the above statistics, repairs and estate services received the most complaints, and we have focused our efforts on those, as well as customer service.

Policy changes

We have removed the process for informal complaints, meaning all complaints made which can't be resolved as a ‘service request’ in a reasonable time, will, in agreement with the resident, be made a formal complaint. This will help manage expectations for residents, knowing that if they make a complaint, it will be addressed as one. We have also made improvements so that insurance claims do not delay or affect the management of the complaint, making it a better experience for residents.

Estate inspections

Following comments regarding estate issues, the Leadership Team and Neighbourhood and Housing Services Officers are present on estates more often. We hope this will address any issues quickly and help to build better relationships with residents.

Damp and mould

Training has been arranged for frontline staff to help them identify damp and mould and give advice to residents on how to deal with it. We have also increased our communication to residents around how to report it and we will continue to do this. Our goal is to address any issues early to prevent them getting worse and this will help us achieve that.

Equality, diversity & inclusion (EDI)

Our 2021 to 2025 strategy looks to align our staff to ensure we are representative of our resident base. This year we have implemented Equality Impact Assessments on all our policy reviews, introduced complaint categories around this area to improve transparency of issues and have been setting up the infrastructure to collect better data about our Board, staff and residents. This will be our focus in the coming years.