Complaints, Satisfaction & Customer Service Standards

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 standardTargetQ1Q2Q3Q4Year end
To ’acknowledge’ resident’s phone calls by calling back within the next 2 working days.95%81%94%
To reply to resident’s emails within 5 working days.80%39%44%
Resident feedback - ccha is easy to deal with73%65%68%
Resident feedback - ccha treat residents fairly and with respect83%75%76%

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.

ComplaintQ1Q2Q3Q4Year end
Total number of complaints1723
Number of complaints escalated to Stage 2 (S2)26
Number of Tenant Panel referral00
Number of Ombudsman referral10
Number of MP enquiries46
% S1 & S2 complaints acknowledgement within 2 days100%100%
% S1 complaints responded within 10 days (target 93%)87%80%
% S2 complaints responded within 20 daysn/a100%
% of complainants satisfied with the outcome of their complaint*25%32%
% complainants satisfied with complaint handling* (target 56%)38%42%
Number of post complaint survey returns919
Number of S1 complaints received per 1000 units10.7714.58
Number of compliments received34
Complaint type to dateUpheldPartially upheldNot upheldOngoing
Repairs & maintenance20452
Customer service3110
Tenancy management0001
Estate services0000
Other services2100
Total25663

The satisfaction results for April 2023 to March 2024 can be seen below.

Customer satisfaction Apr 23-Mar 24TargetQ1Q2Q3Q4Year end
Residents satisfied with the services provided by ccha74%60%66%
Residents satisfied with ccha’s work to keep communal areas clean and well maintained76%65%75%
Residents satisfied with internal communal cleaning80%73%78%
Residents satisfied with communal gardening service80%61%74%
Residents satisfied with communal window cleaning70%61%56%
Residents satisfied that ccha are easy to deal with75%65%68%
Residents satisfied with the ease of getting hold of the right person80%71%68%
Residents satisfied with the way ccha handled their query80%63%61%
Residents satisfied with the final outcome of their enquiry75%54%66%
Residents satisfied with ccha’s approach to complaints handling in the last 12 months56%30%44%
Residents satisfied with ccha’s approach to handling anti-social behaviour69%55%66%
Residents satisfied that ccha listens and acts on their views72%55%65%
Residents satisfied that ccha treats them fairly and with respect83%75%76%
Residents satisfied with how ccha keeps them informed about things that matter to them82%68%75%
Residents satisfied that ccha provides a home that is well maintained72%62%67%
Residents satisfied that ccha provides a home that is safe83%65%75%
Residents satisfied with ccha’s positive contribution to their neighbourhood69%58%75%
Residents satisfied with how ccha handle repairs and maintenance75%63%59%
Residents satisfied with repairs over the last 12 months80%70%61%
Residents satisfied with time taken to complete repair in last 12 months76%58%63%
Net promotor score (how likely residents would be to recommend ccha to other people)TBC-97

April 2022 - March 2023

Customer service standardTargetQ1Q2Q3Q4Year 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 with73%70%70%66%65%68%
Resident feedback - ccha treat residents fairly and with respect80%83%81%75%72%77%
Complaint22-2321-22
Total number of complaints5467
Number of complaints received per 1000 units3144
% complaints resolved within agreed timescale (target 95%)94%99%
% complainants satisfied with complaint handling60%63%
Number of compliments received1320
Upheld3544
Partially upheld1011
Not upheld65
Ongoing32
Complaint typeUpheldPartially upheldNot upheldOngoing
Repairs & maintenance32743
Customer service1000
Tenancy management2020
Estate services3000
Other services0000
Total441152

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 23TargetResult
Residents satisfied with the services they received80%62%
Residents satisfied with ccha’s work to keep communal areas clean and safe85%77%
Residents satisfied with internal communal cleaning80%75%
Residents satisfied with communal gardening service80%72%
Residents satisfied with communal window cleaning75%63%
Residents agreed that ccha are easy to deal with80%68%
Residents satisfied with the ease of getting hold of the right person80%66%
Residents satisfied with the way ccha handled their query80%62%
Residents satisfied with the outcome of their enquiry75%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 views75%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*New64%
Residents satisfied with how see keep their home safe*New77%
Residents satisfied with ccha’s positive contribution to their neighbourhood*82%68%
Residents satisfied with how ccha handle repairs and maintenance75%59%
Residents satisfied with repairs over the last 12 months75%66%
Residents satisfied with time taken to complete repair in last 12 months75%62%
Residents who are likely to recommend ccha (net promoter score)34%38%

April 2021 - March 2022

Complaint21-2220-2119-20
Total number of complaints673638
Number of complaints received per 1000 units442434
% complaints resolved within agreed timescale99% (target 95%)85%98%
% complainants satisfied with complaint handling63% (target 85%)100%60%
Number of compliments received201428
Upheld441517
Partially upheld111719
Not upheld5415
Withdrawn500
Complaint typeUpheldPartially upheldNot upheldOngoingCancelledTotal
Repairs & maintenance39832430
Customer service221005
Tenancy management000000
Estate services311005
Other services000011
Total441152567
Customer satisfaction Apr 21-Mar 22TargetResult
Residents satisfied with the services they received80%66%
Residents satisfied with ccha’s work to keep communal areas clean and safe85%79%
Residents satisfied with internal communal cleaning80%78%
Residents satisfied with communal gardening service80%73%
Residents agreed that ccha are easy to deal with80%69%
Residents satisfied with the ease of getting hold of the right person80%65%
Residents satisfied with the way ccha handled their query80%61%
Residents satisfied with the outcome of their enquiry75%58%
Residents satisfied that ccha listen and act on their views75%61%
Residents satisfied with ccha’s engagement with them75%75%
Residents satisfied with how ccha responded to the Covid-19 crisis75%66%
Residents satisfied with the overall quality of their home85%75%
Residents satisfied with ccha’s provision of safe and secure homes85%82%
Residents satisfied with their neighbourhood85%81%
Residents satisfied with how ccha handle repairs and maintenance75%53%

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