Commitment 1
Residents
To deliver services shaped by residents, providing a positive resident experience.
This is about delivering a service that we can be proud of. We want our residents to have a better experience, and we’re doing this by listening to and acting on what they say.
Improved repairs service
Residents told us they weren’t happy with repairs, so we’re making significant changes. Our previous contract ended on 31 March 2025, and we’ve conducted a thorough procurement process to make sure our new contractors can meet residents’ needs and deliver a good service.
While we prepare for the new contract to start in May 2025, we’re using Plentific to find suitable contractors for current jobs. It’s important that residents can still get repairs completed during this transition period. Once the new contract starts in May, we hope residents will see an improvement in the service they receive from both us and our contractors.
We’re also introducing a new contractor portal to allow our staff to take repairs calls and book appropriate contractors. From 1 April 2025, we're taking calls in-house. While residents will still report gas repairs to the contractor, all other repairs and enquiries will go through to our customer contact centre. This gives us better control over our repairs service and more direct contact with residents.
We’re also employing more colleagues to the Property Services Team to support with repairs reporting. This will improve collaboration across teams to ensure we deliver the service residents need.
By the end of the first year of this plan, we hope to see an increase in overall resident satisfaction, particularly with repairs. We’ll continuously review resident feedback to make sure we’re going in the right direction.
We’re making big changes to improve our repairs service for residents.
“A resident called one of our Customer Service Advisors, Sherree, to report a repair. This was passed to the property services team and picked up by one of our new property services officers, Tashinga. As this was an emergency repair, it needed to get booked in for that day. The resident called back later to confirm that the repair was all completed and to thank us for how quickly it was resolved.”
In-house resources for better customer service
April 2025 marked the launch of our new customer contact centre. This new service is the result of feedback from residents about communication from both contractors and ccha not being up to standard. The team will handle calls and receive training to help more residents get a ‘first time fix’. This frees up other colleagues to deal with the more complex situations that require their expertise.
By the end of the first year of the plan, we hope to see improved results in how easy we are to contact and better satisfaction with how we handle resident queries.
“There’s been some great collaboration between the customer service and repairs teams, meaning we’ve been able to resolve residents’ queries a lot quicker than before.”
– Customer Service Advisor
Wendy’s story: Life at ccha
Provide a service that meets our residents’ needs
Following the launch of our Equality, Diversity and Inclusion Strategy, we’ve been collecting resident data to make sure we understand their needs. We’ve gathered information from 50% of residents and will improve on this figure over the coming years.
A key focus of this business plan is to review our residents’ needs and determine how we can build and tailor our services to better meet them.
We’re listening to residents so we can shape services that reflect their needs.
More engagement and communication
Over the past two years, following the pandemic, we’ve reinstated estate action days, coffee mornings, board and leadership stock tours, larger consultations and fully revived our residents’ panel. Our aim is to formalise these initiatives, research what best practice looks like, and further enhance our resident engagement offer.
Through these efforts, we hope to improve our communication with residents – being more transparent and sharing the changes we’ve made based on their feedback and involvement.
Reviews and quality checking
With lots of changes to teams and resources over the last few years, it’s important we take a step back and assess our progress.
We plan to monitor our performance, statistics and service quality more deeply. This will make sure the recent processes and changes we’ve made are being carried out effectively. Where possible, we’ll involve residents in this review process to make sure services are meeting their expectations.
We also plan to take a closer look at the housing management services to see where we can improve. This will build on the work we’ve being doing with the repairs service and the planned older persons review.
