Contents Section Complaints • The Housing Ombudsman Complaint Handling Code • Meet our Board Champion for Customer Complaints Introduction
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• The importance of complaints data • Primary cause of complaints • Lessons learnt from upheld complaints
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9-10
Compliments
11-12
Resident satisfaction • Tenant Satisfaction Measures – a new way to provide feedback
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• Satisfaction survey feedback • Other resident satisfaction surveys
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Resident involvement • Our Residents’ Charter
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• An update from our Resident Scrutiny Panel
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Key Strategies to ensure we provide excellent services, which meet the needs of our residents • CCHA’s Equality, Diversity & Inclusion Strategy • Meet Helen Forsyth, Board ED&I Champion • Our Customer Service & Engagement Strategy Customer contact, repairs and ASB data for 2022/23
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Improving our digital service offer
Focus on... dealing with damp and mould issues How we support our customers – two resident stories How we are supporting local communities • Our community fund • Working in partnership across our communities - Partnership working: spotlight on Workington
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- Managing anti-social behaviour • Charity work and volunteering
34-35
Improving the ways you can get in touch with us
Back cover
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