met our Aims?

The following matrix will be used to measure successful delivery of the strategy:

Customer Engagement Aims

Listening and learning: Encouraging resident feedback and using it to shape and improve our services

Objectives

Effective communication: Keeping residents up to date about our services, what they can expect from us and how we are performing

Resident satisfaction within the upper quartile of satisfaction benchmarking against peers, in line with regulatory TSMs.

Number of residents who have stated dissatisfaction with a service they have received are quickly responded too.

Complaints handled within target timeframe to be 100%.

Complaint learning outcomes implemented to be 100%.

Resident satisfaction with complaint handling to be within the upper quartile for the RSH TSMs.

Number of formal complaints received not to exceed 1.9% of the number of CCHA properties, annually.

Satisfaction feedback learning outcomes implemented to be 100%.

Co-creation of services: Ensuring any new services, or changes to a service, are co-created with residents, to ensure they meet their needs.

Compliments received about CCHA services to be 8% of the number of CCHA properties, annually.

RSP recommendations implemented within the agreed timeframe to be 100%.

Learning outcomes from RFGs implemented to be 100%.

Compliance against the commitments within our Residents’ Charter to be 100%.

Production and publication of a Residents’ Voice Report to be annually.

Customer contact preferences captured and used for all communications to be 100%.

Production and publication of a Residents’ Annual Report to be annually.

Customer Service Aim

Delivering choice driven, effective and trusted customer service,which meets the needs of our residents

Measurement

Residents are able to access CCHA services in accordance with their preference, either face-to-face or via telephone, email, webchat, social media, or fit for purpose digital offer, aligned to the aims within the Digital Service Improvement Strategy.

Number of customer contacts resolved at the first point of contact to be 80%.

Number of Contact Management Cases resolved within target timeframe to be 100%.

Meeting all of the aims and actions within our Equality, Diversity & Inclusion Strategy 2022-27.

Carrying out an annual assessment against Regulatory Consumer Standards, ensuring CCHA continues to be fully compliant.