Current Position

We are entering this strategy in a really strong position.

Since CCHA was formed in 2017, we have placed a strong emphasis on ensuring we have robust mechanisms in place to engage with our residents and receive feedback about the services we deliver, using this feedback and engagement to improve and enhance services; ensuring our residents’ voice is placed at the heart of everything we do.

Our previous Customer Experience Strategy helped us to put these strong foundations in place. We are committed to building on these foundations through the development and delivery of this strategy.

Some of these key achievements, delivered through the Customer Experience Strategy, are highlighted below:

• Development of a dedicated Customer Experience Team, responsible for ensuring the aims and objectives of the Customer Experience Strategy were delivered

• Development and implementation of a new Resident Involvement Framework, including Resident Feedback Groups (RFGs) and the Residents’ Scrutiny Panel (RSP), with excellent response and engagement rates from residents

• Development and implementation of a Complaints Policy and Procedure, fully aligned to the Housing Ombudsman Complaint Handling Code

• Co-creation of CCHA’s Residents’ Charter with residents

• Creation of a bi-annual Residents’ Voice Report, published to the Board and residents

• Complaints have continued to decrease since CCHA was formed in 2017

• Resident satisfaction with CCHA services has consistently been within the upper quartile, compared to peers