Welcome
During 2024, the Regulator of Social Housing published a revised set of Consumer Standards. These Standards set out the outcomes social housing providers must deliver and we are absolutely committed to delivering these. We are passionate about ensuring we truly understand what our residents need from us as a landlord, being accountable, and treating residents with fairness and respect. We are also dedicated to making sure our residents live in safe homes, that are within safe and thriving communities. The Housing Ombudsman Service also published a revised Complaint Handling Code during 2024. At CCHA, we see complaints as an opportunity to learn. When things go wrong, we will apologise, put things right quickly, and, most importantly, we will learn from complaints, to understand what we can do differently. Our Board, Leadership Team, and all staff across CCHA feel really strongly about meeting the expectations within the Consumer Standards and the Housing Ombudsman Complaint Handling Code, and we will work hard to make sure these are delivered for residents. You will also read within this report that many residents have gone out of their way to tell us when something has gone well. During 2023/24 we received more than eight times the number of compliments compared to the number of complaints received, which is extremely reassuring. Thank you to those residents who took the time to share a compliment with us. These are an opportunity for us to understand what we are doing well, and can do more of for you. Finally, we would like to say thank you to all of our residents for your continued support during the year. We hope you enjoy reading our Residents’ Voice and Annual Report.
Simon Roberson Chair of Board
Stephanie Murphy Chief Executive
Welcome to our combined Residents’ Voice and Annual Report for 2023/24. This report provides an overview of our achievements and performance between April 2023 and March 2024, including some key highlights for complaints, compliments, resident satisfaction, resident engagement, and work we have carried out in partnership with residents and other agencies across our communities. We are proud to present some excellent achievements again this year. Thank you to the team at Castles & Coasts Housing Association (CCHA), along with residents who have engaged with us to provide valuable feedback. This feedback helps us to continually improve our services, and the communities we work within. A special thank you also to our Residents’ Scrutiny Panel, who work extremely hard on behalf of all residents to carry out scrutiny exercises, helping to provide assurance back to the Board that our services meet the needs and aspirations of residents. As you will read in this report, we are delighted that resident satisfaction with services remains above 90%. We strive to be a housing provider that delivers the best possible services to our residents.
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