Resident standards:
Our priority this year: Create an excellent customer service culture throughout ccha.
Customer service standards
We introduced the customer service standards in April 2022 to help residents know what to expect from us and to hold us to account. The results for this year are below.
We did not achieve our targets for this year, and we will be working hard into year 4 of our business plan to improve performance with our new customer service delivery model.
This year, we worked on monitoring the above standards accurately. Next year, we will be able to monitor the other standards such as email and letter responses. We have strengthened the capacity of the Customer Investment Team and are looking to further recruit in year 4 to drive forward improvements and make it easier for residents to contact us and get their enquiries dealt with.
“As part of the Together with Tenants Charter, we’ve created a resident panel, giving residents a chance to be heard and challenge us.”
Gemma Haines, Customers, Marketing & Sales Manager.
Together with Tenants
As part of our customer strategy, we have become official adopters of the Together with Tenants Charter which focuses on strengthening the relationship between residents and housing organisations. This was our final step in being compliant with the National Housing Federation Code of Governance 2020. In March, we introduced the charter to residents in a ‘Meet the Board’ session and asked for feedback.
We are committed to involving residents and working with them to deliver better services. As part of this, we have increased our presence on estates and are giving residents more opportunities to give their feedback through Leadership Team visits, Meet the Board sessions, meet and greets and more.
Welfare and benefits service
This year has been very challenging for our residents who have had to manage the fallout from Covid-19 and the rise in living costs. Unsurprisingly, we have seen an increase in residents using the welfare service, increasing from 200 households in 2021/22 to 562 in 2022/23. The team was able to recover nearly half a million pounds for our residents in backdated benefits, successful tribunals, income maximisation and disability payments.
“It was a pleasure and relief to speak with you, Jane. The pressures of life have my finances so out of control. For the first time in years, I feel like a weight has been lifted just from speaking with you. Which is so important for my mental health.”
ccha resident on our Welfare and Benefits Service
Case Study
One resident who took advantage of our welfare and benefits service needed extra support reading letters and managing bills. As a new pensioner, they also needed help when additional welfare support through the Work Capability Assessment was denied. Our service helped them apply for pension benefits, liaise with immigration lawyers and appeal the DWP decision. This work resulted in a successful tribunal, where thousands of pounds in backdated pay was awarded to the resident.
We also helped with applications for a free bus pass and Warm Home Discount, getting the correct benefits as well as an occupational therapy referral to ensure the resident’s home was suitable for them. Finally, as this resident was struggling to get out and about, and is a very social person by nature, the service made a referral to the befriending service at Age UK.
“I know that I can always rely on you to get me the benefits I am entitled to. You are always there to help me and go above and beyond as I can’t use a computer and can’t deal with these things on my own. I am 110% happy with the service that you provide – thank you for always being there for me.”
ccha resident on our welfare and benefits service.
