Meet our Board Champion for Customer Complaints

Hello Residents

I’m delighted to introduce myself in this publication and give you an update on my new role as Board Champion for Customer Complaints. I have been on the Board of CCHA for around three years and have recently taken on this new and very important role.

CCHA really do strive to provide a safe and well-maintained home for all our residents, but we acknowledge that at times we can fall short of this, and we embrace feedback from our residents. I see my role as a ‘channel,’ making sure that the Board are fully reassured of the robustness of the complaints service and that we aim to continuously improve how we provide our important services.

I have recently carried out my first ‘deep dive’ of the complaints system, looking at the journey from start to finish for a number of resident complaints. I am delighted to advise that the system is resilient and gives undoubted priority to keeping the resident informed in a respectful and helpful manner. I also reviewed the lessons learnt and changes made to improve our overall delivery of services.

This was not a one-off exercise and I look forward to updating you on progress in future publications.

Best wishes

Erica Morriss