Resident feedback groups As well as the RSP, we have Resident Feedback Groups (RFGs), which are one-off ‘task and finish’ groups that look at a specific service area or policy and give us feedback. Residents can be involved in RFGs in a way that suits them, depending on how much time they can spare. During the 2022 - 2023 financial year RFGs supported the RSP with their scrutiny exercises and were also surveyed on what matters to them in their local area.
Resident satisfaction It’s important to us to keep monitoring how happy you are with the services we deliver, as it helps inform where and how we can make improvements. When you contact us, or when we carry out work in your home, we’ll ask how satisfied you were with the service as another way for you to give us feedback. The table below gives an overview of resident satisfaction feedback during the 2022/23 financial year, from our service satisfaction surveys. If you were one of the residents who responded, thank you!
Overall Resident Satisfaction by Service Area
Target
Response Rate 2022/23
Aids and adaptations
95%
37.5%
95%
Customer services
90%
14.4%
93%
Income
90%
15.3%
98%
New resident (lettings process)
95%
29.5%
98%
New resident (void repairs)
90%
29.5%
96%
Planned works
90%
23.1%
90%
Responsive repairs
90%
15.7%
90%
Gas servicing
90%
25%
98%
Grounds maintenance
80%
9.7%
82%
Communal cleaning
80%
11.3%
76%
Overall satisfaction with CCHA services
90%
16.9%
92%
As you can see, overall satisfaction with CCHA services is in line with our set targets, with all service areas meeting or exceeding the targets we’ve set, other than communal cleaning. As this is slightly below target, we’re closely monitoring quality to identify where improvements can be made.
7
Made with FlippingBook - professional solution for displaying marketing and sales documents online