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.
| 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| Withdrawn | 5 | 0 | 0 |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% |
| Customer Service Standard | Target | Q1 | Q2 | Q3 |
| To ’acknowldge’ resident’s phone calls by calling back within the next 2 working days. | 95% | 90.1% | 95 | 92% |
| Resident feedback - ccha is easy to deal with | 73% | 70% | 70% | 66% |
| Resident feedback - ccha treat residents fairly and with respect | 80% | 83% | 81% | 75% |