Most residents are satisfied with their home and the services provided by ccha.
Since April last year, our survey consultants, Acuity, have been interviewing residents to find out what you think of our services. They spoke with 306 residents between April and September, which is around 20% of all ccha residents.
Overall, results found that most residents are satisfied with their home and the services provided by ccha. However, the results are not as positive as we would like.
Overall satisfaction with services April to September 2021:
Areas we are doing well:
Residents are satisfied with:
the safety and security of their homes
ccha keep the communal areas clean and safe
how ccha engages with them
the quality of their home
the cleaning of internal communal areas
the ease of getting hold of the right person to deal with their enquiry
the communal gardening service
ccha being easy to deal with
ccha’s response to the COVID-19 pandemic
Areas for improvement
Residents are less satisfied with:
the repairs and maintenance service
their belief that ccha listens to their views and acts upon them
the outcome of their enquiry
the communal window cleaning
We are actively reviewing our services on a regular basis to improve these results. You can read about the changes we have been making to our repairs service here. We have also introduced a Listening and Learning function to complaints, which will help ensure we listen and act upon residents’ comments.
Regarding the communal window cleaning, which happens 4 times a year, any concerns are addressed through regular contract meetings and reviews.
How do we compare?
Now that one other full survey has been completed, it is possible to compare the current survey results over time. Satisfaction has decreased on all but two measures.
Satisfaction has increased with the safety and security of the home
Residents’ ability to get hold of the right person to deal effectively with their enquiry
During the survey, you have a chance to provide comments and to explain your ratings. We look at these carefully and pass them on to the relevant teams to follow up with if you have given permission to be contacted regarding the issues brought up.
Have your say
Each month, Acuity will be contacting a selection of residents. Please make sure we have your correct contact details. Send an email to us at firstname.lastname@example.org and we can update them.