Customer

How we will know when we have met our aims:

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

• Resident satisfaction with complaint handling – 90%.

• Number of formal complaints received not to exceed 1.9% of CCHA properties (annually).

• Number of customer contacts resolved at the first point of contact – 80%.

• Compliance against the commitments within our Residents’ Charter – 100%.

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

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