Resident Annual Review

2017 - 2018

A letter from Julia, our Chief Executive

Dear Residents,

Welcome to our 2017-18 Resident’s Annual Review.

It is fair to say that the year 2017-18 has been one of the most substantial years of change that C&C has been through in decades. This was needed in order to deliver better future services as set out in our ‘Fit Future’ strategy.

We know that a good number of our residents experienced a reduction in service whilst we embarked on this change for which we sincerely apologise. We have a very capable and motivated team now in place and they are starting making a real impact.

We are delighted to have started our two new services that should improve our resident experience:

C&C Direct, our own in-house repairs service, providing C&C trained and vetted staff who have the right values to respond quickly to repairs and get things fixed – the motto that you will see on their shirts is ‘See-it Fix-it’ and we have some lovely positive feedback from residents and staff already.

Service Hub, where a team of dedicated staff are available to answer our phones straight away and deal with resident enquiries from start to finish. This team is just developing and we are expecting great things. The team is already providing a single point of management for all C&C complaints, making sure that all feedback is responded to in a timely and consistent manner.

We are as ever totally committed to making sure that our residents’ voice is at the centre of the things that we do. During the year, Residents were invited to a series of Roadshows and the feedback helped us to shape the priorities for our new services. These Roadshows will continue twice a year in the future.

Residents are also working more closely with our Board through our new ‘Service Scrutiny’ and ‘People, Performance and Change’ panels, really influencing the strategic and operational priorities and monitoring performance.

This coming year, we are focussing on getting our Resident ‘Service Review’ and ‘Service Development’ panels up and running, and on providing residents with more performance information about their scheme so that effective scheme planning can take place.

Recently, staff, residents and some of our partner organisations had the opportunity to relax together as one team at our C&Cycle event. It was so exciting to cycle around our different schemes and meet so many people, all within one day. There were many exciting things happening and lots of different ways that everyone engaged in being fit and healthy – what a great day to mark the end of all that has happened last year and our move on to a much ‘Fitter Future’.

Thanks all and I look forward to being able to get out more this year and to working alongside you all in 2018-19.

Kind Regards,

Our year in summary

Annual turnover

£26,649,000

New funding agreed

£20,000,000

Efficiency savings

£1,100,000

Development programme

168 homes

Property safety checks

98.4%

Spend on our C&C properties

£1,640,000

New staff recruited

106

Residents engaged in our activities

500+

Resident satisfaction

82% average