Resident involvement

Our Residents’ Charter

Our Residents’ Charter, which was co-created with feedback from over 1,000 residents, outlines CCHA’s commitments to residents, along with how these commitments are measured. There are six key commitments within our Residents’ Charter:

• Communication

• Accountability

• Quality

• Relationships

• When things go wrong

• Voice and Influence

Our Resident Scrutiny Panel will carry out a review of our performance against these commitments, which will start in April 2023. Their findings will be reported to our Audit & Risk Committee and will be published in a later version of this report.

Our Residents’ Charter can be viewed by clicking on the following link: Residents’ Charter - Castles & Coasts Housing Association (castlesandcoasts.co.uk)

An update from our Resident Scrutiny Panel

Our Resident Scrutiny Panel (RSP) is a team of residents, whose main goal is to help improve services for all residents. They meet monthly, and around four times a year they’ll review a specific area of our service.

For every scrutiny exercise, the findings and recommendations are reported to our Audit & Risk Committee, which is a sub-committee of our Board. The outcomes are also published within the Residents’ Voice Report and on our website. Progress on delivery of any recommendation is also reported to Audit & Risk Committee and the Scrutiny Panel are kept up to date, to make sure all actions are completed.

We’ve recently recruited three new members to the Panel and have members from across a wide range of property types and locations.

The next two pages provide an overview of the most recent scrutiny exercises.