Satisfaction survey feedback We ask for feedback as soon as you receive a service from us, except for grounds maintenance and communal cleaning where we ask once a year due to the number of visits we undertake. This feedback is important, as it helps inform where we can make improvements. The table below provides an overview of feedback we received from these surveys between 1st April and 30th September 2025, as well as a comparison to the previous financial years:
Overall resident satisfaction by service area
Satisfaction Apr to Sept 2025
Response rate Apr to Sept 2025
Satisfaction 2024/25
Satisfaction 2023/24
Satisfaction 2022/23
Target
Aids and adaptations Customer services Income collection New tenant (lettings)
95% 90% 90% 95% 90% 90% 90% 90% 80% 80% 90%
40% 13% 15% 29% 29% 25% 15% 25% 18% 22% 18%
100%
100% 93% 95% 97% 94% 93% 99% 98% 98% 98% 98% 98% 98% 96% 96% 91% 92% 90%
96% 97% 99% 94% 89% 89% 98% 74% 85% 90%
New tenant (empty repairs) Planned works
Responsive repairs
91%
91% 90%
Gas servicing and compliance
98% 99% 97% 70% 75% 82% 80% 79% 76% 91% 91% 92%
Grounds maintenance Communal cleaning Overall satisfaction with CCHA services
Overall satisfaction with CCHA services, which we work out by taking the average score from different satisfaction surveys, was above the target of 90%. We’re pleased that most service areas met or exceeded the target. Satisfaction with our grounds maintenance service was below the 80% target, at 74%. This is an improvement on the previous year but we’re closely monitoring it to identify where improvements can be made. It is discussed in detail at monthly meetings with our contractors and allows us to focus on specific areas. Satisfaction with our responsive repairs service and planned works was also slightly below the 90% target. We are monitoring this closely. Resident satisfaction data is shared with our Resident Scrutiny Panel (RSP) and if feedback for a service area is falling short of expectations, the RSP may choose to select this area as the topic for their next
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