Introduction

Welcome to the fourth edition of Castles and Coasts Housing Association’s (CCHA) bi-annual Residents’ Voice Report. We are committed to always listening to your feedback and have further developed this report to give you more in-depth information on resident involvement, engagement, feedback and some of the partnership working we have carried out across CCHA communities from October 2022 to March 2023, as well as performance information for 2022/23 (1st April 2022 to 31st March 2023).

You can read our update on the complaints, compliments and satisfaction data we’ve received, and, just as importantly, how we’re using this feedback to improve the services we deliver to our residents.

It’s really important to us that we carry on working in your communities to help improve where you live and continue to build local partnerships, so we’ve also featured some case studies and other examples of this. We hope you find the report interesting and useful. If you have any feedback, please do not hesitate to contact us with your thoughts and suggestions. Please see the back cover for details of how to provide us with feedback.