Last year we received:
Compliments and Complaints Whether we’ve exceeded or fallen short of our residents’ expectations, we encourage them to let us know. We use compliments and complaints as another way to learn where we can make improvements to services. In this financial year, we appointed a Board Champion for complaints. “CCHA really do strive to provide a safe and well-maintained home for all our residents, but we acknowledge that at times we can fall short of this, and we embrace feedback from our residents. I see my role as a ‘channel,’ making sure that the Board are fully reassured of the robustness of the complaints service and that we aim to continuously improve how we provide our important services.”
662 compliments 106 complaints
Based on the number and nature of the complaints, here are the areas where we know we can make improvements (some complaints cover more than one area):
7
27
57
8
3
8
Erica Morriss, Board Champion for Customer Complaints
Managing resident expectations Contractor management
Communication with residents
Staff training
Review of policy
Delays in completing repair works caused by materials and/or labour shortages
8
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