Service Hub

A year since launching, our Service Hub has now become the main point of contact for a wide range of enquiries, with the team reporting a high level of satisfaction among our residents.

The Hub demonstrates our commitment to empowering our residents and giving them more control over their home and lives while being a focal point for support, whether enquiries come via telephone, email or in person. And increasingly, our residents are feeling more confident about contacting us via email and finding the information they need on our website.

The Service Hub and Central Office staff moved in March 2020 to remote working following the Covid-19 outbreak. The Service Hub continued to deliver services and

Residents reported 92.3% satisfaction with call handling

(January 2020)

14,500 +

calls were received into the Service Hub

97% of calls answered within 30 secs

3

operatives have progressed into other posts across the organisation (including joining the housing team)

c20,000

emails were handled by the Service Hub

Service Hub Contact Details Telephone 0207 922 5300 Email contact-us@ccht.co.uk

Resident at the Isabella Plantation

support to residents during this period with every effort made to minimise disruption to resident services.

Our Housing Portfolio Managers and housing teams also continued to deliver services to residents. The housing teams visited residents on a daily basis across all schemes, (wearing Personal Protective Equipment as appropriate), to ensure that residents' personal welfare and mental health needs were being listened to, monitored and supported. Also, more vulnerable residents (who were ‘shielding’ at home during the Covid-19 outbreak, or had other physical or mental health concerns), received weekly well-being phone calls from housing staff with their consent.

"Within our sheltered schemes some of our residents have higher needs and in order to best support them, we maintain daily contact with them, either face to face or through our telecare system. Also, as some of our residents' health may deteriorate over time since joining the schemes; we ensure the best support is given and we also liaise with partner agencies to make sure their needs are met. We also continue to support our residents in general needs properties and provide help and assistance through our Housing Officers and the Service Hub.”

Ricardo Moresco, Portfolio Manager