Your feedback helps us improve and tailor our service to you. We have several opportunities for residents to comment throughout the year, and we share below some of the changes we have made based on this feedback.
The Leadership Team aim to visit various ccha schemes throughout the year to meet residents, get their views and find out about issues experienced. We also hold regular Meet the Board sessions, lead by our Chief Executive and Chair of the Board, where we discuss a particular topic, such as our Annual Report or the Together with Tenants charter we adopted.
You said
There has been a lack of communication regarding transfers.
We did
In 2023, we reviewed our Transfer Policy and Process and all residents on the list have been contacted. We will be updating residents regularly around their place on the list and if we need any further information.
You said
There is ongoing anti-social behaviour on our scheme which hasn’t been dealt with and I haven’t been updated.
We did
In 2023, we reviewed our anti-social behaviour policy and created an action plan, which addresses communication to those reporting the issues. This will ensure regular contact is made to give the victim progress updates. We have also streamlined our process in the team to help manage reports that come in while staff are on annual leave.
You said
The repairs service is poor with outstanding repairs, missed appointments, poor quality and communication.
We did
We are aware of the above issues with our repairs service and are working closely with Axis and other contractors on every level to help improve the service. Our priority for year 4 of the business plan is to address these issues and have a proactive approach to repairs, especially damp and mould cases.
You said
Communication is poor from ccha and Axis.
We did
We have been working closely with Axis to improve communication with residents and are implementing a Customer Service Delivery Model to address issues raised. This will help improve services and help us meet residents’ expectations. We launched our customer service standards in 2022 and we will continue to monitor and publish our performance on this on a regular basis.
You said
I don’t know who my Tenancy Management Officer is or I can’t get a response from them.
We did
We have developed a new system within the housing teams so that residents are able to get their queries answered even when their Officer is on leave or there are staff changes. You can do this by emailing neighbourhoodservices@ccha.biz, where our Tenancy Management Administrator will pass your query on to the appropriate person. We are also working on updating notice boards in communal areas so you are aware of any changes, and will be providing updates on the website and newsletter of any changes to front-line staff.
You said
The communal areas are tired and need decorating or cleaning, the guttering needs clearing and the communal areas aren’t been used correctly.
We did
We have implemented a new guttering programme and updated the decorations programme which will prioritise schemes where these issues have been raised. The housing teams will also be writing to residents to ensure communal areas such as the bin stores are being used correctly and that no personal items are left in hallways.
