ccha2030
A resident led business plan
In 2024, we consulted with 1,129 residents about what they wanted from ccha over the next five years. We received 169 responses. Our resident panel contributed to these results and also helped us sign off the final commitments. We also reviewed results from our satisfaction surveys as well as complaints and comments made at events or visits.
880
residents were contacted by email
249
residents were door-knocked
What did residents say in 2024/25?
Repairs is the most important service to them.
- Satisfaction with overall repairs service was 55% (target 75%).
- Satisfaction with time taken to complete most recent repair was 57% (target 76%).
- Most important service identified in the consultation.
- 67% of complaints were about repairs.
They want better communication through phone calls, meetings and face-to-face contact.
- Satisfaction with ease of contacting the right person was 63% (target 80%).
- Satisfaction with query handling was 60% (target 80%).
They want us to listen to them.
- Satisfaction that we listen to their views and act upon them was 51% (target 72%).
Community services would be welcome, but it isn't their highest priority.
- Identified through consultation.
Quality of the work and reliability of the service is more important than cost.
- Identified through consultation.
They want to feel safe and secure in their home.
- Identified through consultation.
- Satisfaction with our approach to anti-social behaviour was 52% (target 69%).
- Satisfaction that their home is safe was 69% (target 83%).
They want us to focus on existing residents, rather than building lots of new homes.
- Identified through consultation.
If we do build new homes, they should be spacious and affordable.
- Identified through consultation.
Based on this feedback, we’ve revised our previous commitments to fit these new priorities. We hope that these strategic commitments for the next five years will help us to achieve what residents want from us.