Listening to your feedback

Every three months, our consultants Acuity Research call a selection of residents to get your feedback on our services. Thank you to everyone who has taken the time to chat to them. Your feedback is essential in shaping our services.

In April 2023, new Tenant Satisfaction Measures were launched which we were required to ask. This also lets us compare how we are performing against other housing providers and gives you greater transparency.

The results of your feedback can be seen below. This was collected between April and September 2023.

We haven’t quite met our targets yet and we are looking into your comments to understand why this is. Our Customer Service Advisors are contacting residents who have agreed to be contacted following the survey to ask more about their comments. This really helps us to discuss any issues you have faced and how we can learn from them and hopefully resolve them for you.

Customer satisfaction

Customer satisfaction
Target
Apr to Jun 2023
Jul to Sept 2023
Residents satisfied with the services provided by ccha
74%
60%
66%
Residents satisfied with ccha’s work to keep communal areas clean and well maintained
76%
65%
75%
Residents satisfied with internal communal cleaning
80%
73%
78%
Residents satisfied with communal gardening service
80%
61%
74%
Residents satisfied with communal window cleaning
70%
61%
56%
Residents satisfied that ccha are easy to deal with
75%
65%
68%
Residents satisfied with the ease of getting hold of the right person
80%
71%
68%
Residents satisfied with the way ccha handled their query
80%
63%
61%
Residents satisfied with the final outcome of their enquiry
75%
54%
66%
Residents satisfied with ccha’s approach to complaints handling in the last 12 months
56%
30%
44%
Residents satisfied with ccha’s approach to handling anti-social behaviour
69%
55%
66%
Residents satisfied that ccha listens and acts on their views
72%
55%
65%
Residents satisfied that ccha treats them fairly and with respect
83%
75%
76%
Residents satisfied with how ccha keeps them informed about things that matter to them
82%
68%
75%
Residents satisfied that ccha provides a home that is well maintained
72%
62%
67%
Residents satisfied that ccha provides a home that is safe
83%
65%
75%
Residents satisfied with ccha’s positive contribution to their neighbourhood
69%
58%
75%
Residents satisfied with how ccha handle repairs and maintenance
75%
63%
59%
Residents satisfied with repairs over the last 12 months
80%
70%
61%
Residents satisfied with time taken to complete repair in last 12 months
76%
58%
63%

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