CCHAAnnualComplaintsPerformance andServiceImprovementReport
GoverningBody’sResponse
AstheMemberResponsibleforComplaints(MRC)forCastles&CoastsHousing Association(CCHA),myroleistoensurethatcomplainthandlingdrivesservice improvementsforresidents,andlearningandbusinessimprovementforthe organisation.
This includes making sure a positive complaints culture is championed within CCHA, and that assurance is provided to the Board on the Association’s compliance with the Housing Ombudsman Complaint Handling Code.
As part of this role, I seek assurance by carrying out regular in-depth reviews of complaint handling, reporting my findings and recommendations to the Board and to residents through our Residents’ Voice Report.
In addition, the Board receives assurance through an annual self-assessment against the Complaint Handling Code (CHC).
In March 2024, the Board reviewed CCHA’s latest annual CHC self-assessment. I am pleased to confirm that following scrutiny of this by the Board, and through my latest in-depth review of complaint handling practices during May 2024,CCHA is fully compliant with the CHC and the Housing Ombudsman’s requirements. In line with the revised CHC effective from 1st April 2024, CCHA also updated our Complaints Policy to reflect the updated requirements, which the Board also approved in March 2024.
I am pleased to read CCHA’s Annual Complaint Performance and Service Improvement Report. This report clearly covers all the requirements as prescribed in the CHC. What I find really encouraging is the clear culture of learning from complaints and there are some notable examples of service improvements made following complaints.
To satisfy myself that CCHA is practically applying every aspect of the CHC, I will continue to undertake regular ‘deep dive’ reviews of the complaints process. This includes listening to calls from customers, reviewing complaints from receipt to outcome and making any best practice complaint handling recommendations.
To date all my findings have been positive and I can see that the organisation practically applies all aspects of the CHC. I have also been recently reassured that in our drive for continuous learning, we are now extending the complaint handling training to all of our frontline colleagues which include, Property Services, Customer Services, Lettings & Neighbourhoods, Development, Home Ownership, Castles & Coasts Services (CCS), Asset Investment, Compliance, Income, and Independent Living teams. This will embed the positive complaint handling culture throughout our organisation.
Erica Morriss, CCHA Board Member Responsible for Complaints