Contents Section
Page
Introduction Complaints
3
4-10
• The Housing Ombudsman’s Complaint Handling Code
4 6 6 7 7 8 9
• Complaints performance • Complaints by service area
• Complaints compared to the number of transactions
• Refused complaints
• Primary causes of complaints and lessons learnt
• How we learn from complaints
Compliments
11
Resident satisfaction • Tenant satisfaction measures • Satisfaction survey feedback • Other resident satisfaction surveys • Insights review
13-16
13 15 16 16 17
• Resident Scrutiny Panel presentation to the CCHA Board
Consumer Standards and Awaab’s Law
18
Supporting our communities • Our Community Fund
20-24
22 24 24 25
• Supporting independent living residents • Giving back to the community
How you can get in touch with us
2
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