Here you can view our performance on recent years. We share our complaints statistics, results from the resident satisfaction survey, as well as staff performance at meeting the Customer Service Standards.
April 2023 - March 2024
| Customer service standard | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| To ’acknowledge’ resident’s phone calls by calling back within the next 2 working days. | 95% | |||||
| To reply to resident’s emails within 5 working days. | 80% | |||||
| Resident feedback - ccha is easy to deal with | 73% | |||||
| Resident feedback - ccha treat residents fairly and with respect | 83% |
The below tables show our complaints statistics for the year between April 2023 and March 2024 and complaint outcome by complaint type.
*survey completed following closure of complaint.
| Complaint | Q1 | Q2 | Q3 | Q4 | Year end |
| Total number of complaints | 17 | ||||
| Number of Stage 1 (S1) complaints | 17 | ||||
| Number of complaints escalated to Stage 2 (S2) | 2 | ||||
| Number of Tenant Panel referral | 0 | ||||
| Number of Ombudsman referral | 1 | ||||
| Number of MP enquiries | 4 | ||||
| % S1 & S2 complaints acknowledgement within 2 days | 100% | ||||
| % S1 complaints responded within 10 days (target 93%) | 87% | ||||
| % S2 complaints responded within 20 days | n/a | ||||
| % of complainants satisfied with the outcome of their complaint* | 25% | ||||
| % complainants satisfied with complaint handling* (target 56%) | 38% | ||||
| Number of post complaint survey returns | 9 | ||||
| Number of S1 complaints received per 1000 units | 10.77 | ||||
| Number of compliments received | 3 |
| Complaint type to date | Upheld | Partially upheld | Not upheld | Ongoing |
| Repairs & maintenance | 18 | 4 | 5 | 1 |
| Customer service | 2 | 1 | 1 | 1 |
| Tenancy management | 0 | 0 | 0 | 0 |
| Estate services | 0 | 0 | 0 | 0 |
| Other services | 2 | 1 | 0 | 0 |
| Total | 22 | 6 | 6 | 2 |
The satisfaction results for April 2023 to March 2024 can be seen below.
| Customer satisfaction Apr 23-Mar 24 | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| Residents satisfied with the services provided by ccha | 74% | 60% | ||||
| Residents satisfied with ccha’s work to keep communal areas clean and well maintained | 76% | 65% | ||||
| Residents satisfied with internal communal cleaning | 80% | 73% | ||||
| Residents satisfied with communal gardening service | 80% | 61% | ||||
| Residents satisfied with communal window cleaning | 75% | 61% | ||||
| Residents satisfied that ccha are easy to deal with | 80% | 65% | ||||
| Residents satisfied with the ease of getting hold of the right person | 80% | 71% | ||||
| Residents satisfied with the way ccha handled their query | 80% | 63% | ||||
| Residents satisfied with the final outcome of their enquiry | 75% | 54% | ||||
| Residents satisfied with ccha’s approach to complaints handling in the last 12 months | 56% | 30% | ||||
| Residents satisfied with ccha’s approach to handling anti-social behaviour | 69% | 55% | ||||
| Residents satisfied that ccha listens and acts on their views | 72% | 55% | ||||
| Residents satisfied that ccha treats them fairly and with respect | 83% | 75% | ||||
| Residents satisfied with how ccha keeps them informed about things that matter to them | 82% | 68% | ||||
| Residents satisfied that ccha provides a home that is well maintained | 72% | 62% | ||||
| Residents satisfied that ccha provides a home that is safe | 83% | 65% | ||||
| Residents satisfied with ccha’s positive contribution to their neighbourhood | 69% | 58% | ||||
| Residents satisfied with how ccha handle repairs and maintenance | 75% | 63% | ||||
| Residents satisfied with repairs over the last 12 months | 80% | 70% | ||||
| Residents satisfied with time taken to complete repair in last 12 months | 76% | 58% | ||||
| Net promotor score (how likely residents would be to recommend ccha to other people) | TBC | -9 |
April 2022 - March 2023
| Customer service standard | Target | Q1 | Q2 | Q3 | Q4 | Year end |
| To ’acknowledge’ resident’s phone calls by calling back within the next 2 working days. | 95% | 90.1% | 95% | 92% | 90% | 91% |
| Resident feedback - ccha is easy to deal with | 73% | 70% | 70% | 66% | 65% | 68% |
| Resident feedback - ccha treat residents fairly and with respect | 80% | 83% | 81% | 75% | 72% | 77% |
| Complaint | 22-23 | 21-22 |
| Total number of complaints | 54 | 67 |
| Number of complaints received per 1000 units | 31 | 44 |
| % complaints resolved within agreed timescale (target 95%) | 94% | 99% |
| % complainants satisfied with complaint handling | 60% | 63% |
| Number of compliments received | 13 | 20 |
| Upheld | 35 | 44 |
| Partially upheld | 10 | 11 |
| Not upheld | 6 | 5 |
| Ongoing | 3 | 2 |
| Complaint type | Upheld | Partially upheld | Not upheld | Ongoing |
| Repairs & maintenance | 32 | 7 | 4 | 3 |
| Customer service | 1 | 0 | 0 | 0 |
| Tenancy management | 2 | 0 | 2 | 0 |
| Estate services | 3 | 0 | 0 | 0 |
| Other services | 0 | 0 | 0 | 0 |
| Total | 44 | 11 | 5 | 2 |
The satisfaction results for April 2022 to March 2023 can be seen below. Those marked with an asterisk * are new questions for this year.
| Customer satisfaction Apr 22-Mar 23 | Target | Result |
| Residents satisfied with the services they received | 80% | 62% |
| Residents satisfied with ccha’s work to keep communal areas clean and safe | 85% | 77% |
| Residents satisfied with internal communal cleaning | 80% | 75% |
| Residents satisfied with communal gardening service | 80% | 72% |
| Residents satisfied with communal window cleaning | 75% | 63% |
| Residents agreed that ccha are easy to deal with | 80% | 68% |
| Residents satisfied with the ease of getting hold of the right person | 80% | 66% |
| Residents satisfied with the way ccha handled their query | 80% | 62% |
| Residents satisfied with the outcome of their enquiry | 75% | 57% |
| Residents satisfied with complaints handling* | 75% | 50% |
| Residents satisfied with anti-social behaviour handling* | 80% | 66% |
| Residents satisfied that ccha listen and act on their views | 75% | 64% |
| Residents satisfied that ccha treats them fairly and with respect* | 80% | 77% |
| Residents satisfied with how ccha keep them informed* | 80% | 78% |
| Residents satisfied with how ccha maintain their home* | New | 64% |
| Residents satisfied with how see keep their home safe* | New | 77% |
| Residents satisfied with ccha’s positive contribution to their neighbourhood* | 82% | 68% |
| Residents satisfied with how ccha handle repairs and maintenance | 75% | 59% |
| Residents satisfied with repairs over the last 12 months | 75% | 66% |
| Residents satisfied with time taken to complete repair in last 12 months | 75% | 62% |
| Residents who are likely to recommend ccha (net promoter score) | 34% | 38% |
April 2021 - March 2022
| Complaint | 21-22 | 20-21 | 19-20 |
| Total number of complaints | 67 | 36 | 38 |
| Number of complaints received per 1000 units | 44 | 24 | 34 |
| % complaints resolved within agreed timescale | 99% (target 95%) | 85% | 98% |
| % complainants satisfied with complaint handling | 63% (target 85%) | 100% | 60% |
| Number of compliments received | 20 | 14 | 28 |
| Upheld | 44 | 15 | 17 |
| Partially upheld | 11 | 17 | 19 |
| Not upheld | 5 | 4 | 15 |
| Withdrawn | 5 | 0 | 0 |
| Complaint type | Upheld | Partially upheld | Not upheld | Ongoing | Cancelled | Total |
| Repairs & maintenance | 39 | 8 | 3 | 2 | 4 | 30 |
| Customer service | 2 | 2 | 1 | 0 | 0 | 5 |
| Tenancy management | 0 | 0 | 0 | 0 | 0 | 0 |
| Estate services | 3 | 1 | 1 | 0 | 0 | 5 |
| Other services | 0 | 0 | 0 | 0 | 1 | 1 |
| Total | 44 | 11 | 5 | 2 | 5 | 67 |
| Customer satisfaction Apr 21-Mar 22 | Target | Result |
| Residents satisfied with the services they received | 80% | 66% |
| Residents satisfied with ccha’s work to keep communal areas clean and safe | 85% | 79% |
| Residents satisfied with internal communal cleaning | 80% | 78% |
| Residents satisfied with communal gardening service | 80% | 73% |
| Residents agreed that ccha are easy to deal with | 80% | 69% |
| Residents satisfied with the ease of getting hold of the right person | 80% | 65% |
| Residents satisfied with the way ccha handled their query | 80% | 61% |
| Residents satisfied with the outcome of their enquiry | 75% | 58% |
| Residents satisfied that ccha listen and act on their views | 75% | 61% |
| Residents satisfied with ccha’s engagement with them | 75% | 75% |
| Residents satisfied with how ccha responded to the Covid-19 crisis | 75% | 66% |
| Residents satisfied with the overall quality of their home | 85% | 75% |
| Residents satisfied with ccha’s provision of safe and secure homes | 85% | 82% |
| Residents satisfied with their neighbourhood | 85% | 81% |
| Residents satisfied with how ccha handle repairs and maintenance | 75% | 53% |