You can view our up-to-date Financial and Value for Money statements on our website: www.ccha.biz.

Financials

Overall, we made a surplus of £1.66m for the year ending 31st March 2021 Pie chart showing Total Income	£13,458 Total Expenditure	£11,802 Surplus £1,656

Complaints

We are learning and improving from the complaints we receive. In our Housing Ombudsman Complaint Handling Code Self-Assessment, completed in December 2020 and reviewed in April 2021, we outline where we currently are and our plans going forward.

Our complaints policy was reviewed and we introduced a new ‘How to make a complaint’ leaflet to bring us in line with the Code. As a direct result of complaints feedback, we have introduced revised Pest Control and Emergency Access procedures, are continuing to address issues with our repairs service and are currently revisiting our compensation policy and procedure.

We received no complaints relating to communal areas or relating to the handling of Anti-Social Behaviour cases.

Currently, we do not track the number of complaints relating to fairness and/or respect relative to size of landlord; however this is being addressed in our Complaints Code Action Plan along with our work around Equality, Diversity, and Inclusion.

Chart showing complaints 2019 to 20 and 2020 to 21

Equality, Diversity, and Inclusion

We are currently working on an Equality, Diversity and Inclusion Strategy and Action Plan which will span the next 5 years.

This will incorporate the diversity of the Board, staff, residents and contractors, and will launch in the next year. All our staff have now completed awareness training with our external company Equaliteach.

Staff BAME 51% White 45% Other 2% Prefer not to say 2% Unknown not aplicable
Residents BAME 34% White 34% Other 2% Prefer not to say 2% Unknown 28%

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