Commitment 5
Value for money
To develop efficient and effective ways of working to deliver a quality service to residents.
We aim to improve our systems and processes so residents receive a better, more efficient and cost-effective service. This means solving problems correctly, getting things right the first time and giving residents the opportunity to manage their tenancies or leases in a way that suits them.
Service charges
We want all our services to deliver value for money for residents while enhancing their overall experience. We're undertaking a comprehensive review of our service charge process.
This includes reviewing and updating our systems, ensuring clear and accurate communication, and verifying the accuracy of our annual service charge estimates. To achieve this, we'll engage with residents to discuss services and develop better communication methods, ensuring information is accurate and accessible.
Starting in 2026 and continuing beyond, we'll use this engagement to support the review of the services we provide to residents, ensuring they’re cost-effective and beneficial.
This approach will help residents feel confident that services provide value, their estimates are accurate, and they fully understand what they are being charged for.
We’re reviewing service charges to make sure residents get value for money and clear information.
Policies, procedures and documentation
Clear policies, procedures and processes are essential for a high-functioning organisation. We aim to make sure all our policies are up to date and continuously reviewed for updates in data protection and equality, diversity and inclusion requirements.
In the first year, we’ll develop a policy framework providing staff and residents with robust guidance on what’s expected of ccha, staff and residents.
ICT strategy
Our housing management system has become a vital part of our day-to-day operations. Over the first year, we’ll support staff with documentation and training to embed these new processes.
We’ll also develop our ICT Strategy, which outlines how we’ll improve our use of systems and technology to better serve our residents. This will include how systems talk to each other, making sure we have a holistic approach that saves time and resources while preventing duplication.
The strategy will also include feedback from residents to help us improve how we engage and communicate with them. This could mean easier ways to report issues, receive updates and contact our staff.
The ICT strategy will be driven by our Customer Strategy, People Strategy and Data strategies. This focus will help us to use technology to make the resident experience better, safer and more connected.
Streamlining processes
The strategy will address how residents access information and support for digital inclusion. We want to develop our self-service offering through a new online portal, enabling residents to manage their tenancies and leases when it’s convenient for them.
We’ve already used technology to improve our response to maintenance requests, and we’ll extend this to more streamlined processes for things like paying rent or getting rent statements. These efficiencies will support other service areas.
Data management
We’re also looking to improve how we record, retain and report data and performance. Our data strategy will include clear procedures for data handling and having a single source of truth. It will use advanced tools to generate accurate and insightful performance reports. We will also have the appropriate technology to sort and record data efficiently, securely and support effective decision making. This will include additional measures to protect residents' personal information and ensure data security.
Financial planning and managing resources
The current economic climate is challenging. There is limited income and increasing expenditure, and investment is required to deliver the services our residents need. As a not-for-profit organisation, effective financial planning is crucial to ensure our resources are used in the best way. This allows us to continue to provide residents with quality homes and services for the long term.
Our financial plan undergoes rigorous testing to assess the impact of various potential challenges, ensuring we have contingency plans in place to maintain financial viability.
We will regularly review our income and expenditure to maximise our resources. Managing our resources well will allow us to invest in our 2030 business plan initiatives, maintain existing properties, and develop new housing for our communities, all while preserving our financial stability.
