Our performance
It’s important to us that we are held accountable and that you as residents know how we are performing. We have launched a new webpage which summarises the full information for the past year and quarter. You can find this on our website under Our Performance.
In this edition of Connections, we will be covering some key areas of the satisfaction survey results, complaints statistics and the results from our Customer Service Standards measures, all from April-Sept 2022.
Resident Satisfaction Survey
April 2022 – Sept 2022
of residents were satisfied with ccha overall.
This is still below our target of 80% and similar to last year’s score and we are focusing on our customer service to help improve this.
of residents said that ccha keeps residents informed of what matters to them.
of residents said that ccha listens to their views and acts on them.
We update our website, social media and publications regularly, as well as emailing and posting out information, but we also want to know what you want to hear about. We will be holding a session early next year with some residents to get feedback about some plans we have and what information you would like us to share. If you’re interested in getting involved, please pop an email to citeam@ccha.biz.
of residents were satisfied with ccha’s positive contribution to the neighbourhood.
We have had some great contributions to certain schemes recently through our President’s Fund, which is in place to contribute to your local communities. The tree planting ceremonies last year were a great way to meet residents and add some life to the gardens, and the skip days helped clear up the bulky waste and fly-tipping in the areas. We are continuing to contribute to the Legacy Youth Zone which provides an essential service to the neighbourhoods it serves.
of residents found it easy to get hold of the right person.
Since the implementation of the Customer Service Standards, this has improved slightly from last year (64%). We hope to continue improving this. You can find out more about what happens when you call us in our interview with Debbie.
of residents were satisfied with ccha’s repairs service.
This is an improvement from a score of 56% last year, however we know we have more work to do to improve this service. We have been reducing the number of open jobs and meet regularly with Axis to go over outstanding repairs. We have been listening to your complaints and have been learning from them to ensure we improve the service you receive.
Complaints
April 2022 – Sept 2022
Listening and learning
We are listening to your complaints and we hold quarterly forums to discuss common complaints and how we can improve from them. We have summarised some of the outcomes from our most recent forum:
- Repairs is still a high area for complaints and we are addressing these issues with our contractors.
- We are developing a programme to address issues with litter and rubbish which will include additional inspections of bin store areas. For two particular sites, we worked with Axis to provide a skip service for the day, to allow residents to dispose of waste safely.
- We have revised our complaints policy and procedure to ensure they are fully up to date with new legislation.
- We will be regularly communicating with residents via the website and social media on best practices and to give guidance about their homes and relationship with ccha.
Customer Service Standards
April 2022 – Sept 2022
Our customer service standards were implemented in April 2022 with an aim to hold us accountable for our customer service. We can pull a report for the first measure of returning residents' calls within 2 working days, and we are pleased to say we are on target here.
The other two measures are taken from the resident satisfaction survey. We are below target on being ‘easy to deal with’ and we are learning from residents’ comments and complaints on how we can improve this. We are just above target for ‘treating residents fairly and with respect’ which we are very pleased with. This is a priority for us and fits with the new Equality, Diversity and Inclusion Strategy we launched last year.