Satisfaction survey feedback It’s really important to us that we monitor the feedback we receive on the services we deliver, as it helps inform how we can make improvements. The table below provides an overview of the resident satisfaction feedback we received during the 2022/23 (1st April 2022 to 31st March 2023), from our service satisfaction surveys.
Overall resident satisfaction by service area
Target
Response Rate
2022/23
Aids and adaptations Customer services
95% 90% 90% 95% 90% 90% 90% 90% 80% 80%
37.5% 14.4% 15.3% 29.5% 29.5% 23.1% 15.7%
95% 93% 98% 98% 96% 90% 90% 98% 82% 76%
Income
New tenant (lettings process) New tenant (void repairs)
Planned works
Responsive repairs
Gas servicing
25% 9.7%
Grounds maintenance Communal cleaning Overall satisfaction with CCHA services
11.3%
90%
16.9%
92%
As you will see from the table above, the overall satisfaction with CCHA services is in line with the targets set, with all service areas meeting or exceeding the targets we’ve set, with the exception of communal cleaning. As this is slightly below target, we’re quality monitoring it closely, to identify where improvements can be made. Resident satisfaction data is shared with our Resident Scrutiny Panel. If feedback for a service area is falling short of expectations, they may choose this area as the topic for their next scrutiny exercise. This was the case when they chose to scrutinise the CCHA Aids and Adaptations service, which was below target during 2021/22. Thanks to the findings and recommendations from this exercise, the satisfaction is now above target. During 2022/23, we had a target to achieve 90% or above for overall satisfaction with CCHA’s services. The graph below gives an overview of resident satisfaction throughout the year, during 2022/23. On average, resident satisfaction was above the target set, which is extremely encouraging.
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