Resident Standards –
We will have a service which is shaped by our residents for our residents
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Tracy Cullen CEO ccha
"Create an excellent customer service culture throughout CCHA " "Customer service training and action plan Review current customer care standards - review and relaunch" Year 1 Community and customer Multi - disciplinary "Customer Satisfaction 75% 2% increase on net promoter score (+32)"
"Design a new customer service delivery model " Staff and resident consultation Community and customer Multi - disciplinary
"Ensure that all major contracts meet residents needs and expectations " Procurement programme involving staff and residents Operations Multi - disciplinary
Enhance the Decent Homes standard in consultation with residents No action required as yet Property services Departmental
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Best wishes Heather Thomas Chair of the Board