Resident standards – results
Our customer service satisfaction data (April 2022 to March 2023) shows that:
Overall satisfaction
of residents were satisfied with the services they received (target 80%).
This is lower than last year, and we are working hard to improve this through our increased focused on customer service.
Your home
of residents were satisfied with our work to keep communal areas clean and well maintained (target 80%).
of residents were satisfied with how we maintain their home (new for Q3).
of residents were satisfied with how we keep their home safe (new for Q3).
of residents were satisfied with internal communal cleaning (target 80%).
of residents were satisfied with communal gardening (target 80%).
of residents were satisfied with communal window cleaning (target 75%).
With the introduction of the new tenant satisfaction measures, some of the survey questions have changed since last year. This gives us a better understanding of the issues affecting our residents in their homes. The Property Services and Neighbourhoods and Housing Services Teams are working closely to ensure our homes are well maintained and safe, with resident feedback passed on to our contractors.
“The cleaners are great. They are friendly and go above and beyond while carrying out their duties. They are a credit to Chequers.”
ccha resident
Your neighbourhood
of residents were satisfied with our contribution to their neighbourhood (target 82%).
of residents were satisfied with how we handled anti-social behaviour (target 80%).
This year, we spent around £33,000 on estate and local environment improvements. However, we want to get residents more involved in how we can improve their neighbourhoods. We hope that the upcoming estate visits will help with this. We also reviewed our antisocial behaviour policy which will launch in year 4. This will improve communication around reports and hopefully improve residents’ experience on this matter.
"I just want to thank you and your team for sorting out the issues a resident reported. She informed us that the neighbour has finally been moved and we have installed a new kitchen and flooring in their home. She is a lot happier, and she was thankful."
support provider for a ccha resident
Communication
of residents found it easy to contact us (target 80%).
of residents agree that we are easy to deal with (target 73%).
of residents agree that we listen and act on their views (target 75%).
of residents were satisfied that we treat them fairly and with respect (target 80%).
of residents were satisfied that we keep them informed (target 80%).
Although close to target for how we treat and inform residents, we need to improve on the more practical element of residents contacting us and improving customer service. Our customer service delivery model will address any issues in these areas, and we hope to see improvement next year.
"I want to express how wonderful your housing association is. You are caring, kind, and considerate, and I have never been treated better by a landlord."
ccha resident
Queries
of residents were satisfied with how we handled their query (target 80%).
of residents were satisfied with the final outcome of their query (target 75%).
Our customer service standards are here to hold us to account, and we are aware we did not achieve what we wanted this year. We hope with the upcoming changes being made, we will see improvements on these figures.
