Key strategies To help us make sure we’re providing a high quality service that meets the needs of our residents, we have two key strategies in place: Equality, Diversity and Inclusion (ED&I) Strategy Our ED&I work continues, to make sure we embed the strategy throughout CCHA. This is mainly Customer Service and Engagement Strategy
It’s been just over two years since we launched our Customer Service and Engagement Strategy (CS&ES) and we’ve made so much progress! The strategy is supported by a Delivery Plan. This is a living document and will be further strengthened with more actions to support the delivery of the aims within our CS&ES and to make sure our strategy and the actions we take are fully aligned to best practice, customer feedback, and the requirements set out by the Regulator of Social Housing (RSH), within the Consumer Standards. In March 2024, the RSH published an updated set of Consumer Standards, and we are committed to making sure we fully deliver against these. There are four strands within the Consumer Standards these are:
delivered through the Strategy’s Delivery Plan. The actions in the plan are centred around supporting our residents, colleagues and communities as well as focusing on communication. We have a number of ED&I Champions across the organisation who raise awareness of the nine protected characteristics with colleagues, and help us to assess the services we deliver to our residents. We recently had an audit on our ED&I practices, which achieved the highest rating of ‘substantial reassurance.’ Click here to read our Equality, Diversity and Inclusion Strategy
1. The Safety and Quality Standard 2. The Transparency, Influence and Accountability Standard 3. The Neighbourhood and Community Standard 4. The Tenancy Standard
You can find out more about the Consumer Standards here: Regulatory standards for landlords - GOV.UK (www.gov.uk) To read our current CS&ES, please click here .
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