One of our corporate aims is to be a caring landlord. This means providing quality homes that are safe and affordable and delivering seamless, exceptional service. There are lots of things that we can look at which help us to understand how we are doing in these areas. By monitoring these things, we can see where improvements need to be made.
Some of the things we monitor are:
- Tenant satisfaction
- Tenant feedback
- Data
Below you can see a breakdown of the things we monitor, showing how we have done for the period April to June 2025, known as Q1.
Making sure tenants’ homes are safe
Tenant safety is our number one priority. We set ourselves target times in which to carry out repairs, to make sure tenants’ homes remain safe and well-maintained. Here you can see the percentage of repairs that were carried out within their target time over the last three months.
- 98% of emergency repairs were completed within their target time
- 92% of urgent repairs were completed within their target time
- 87% of routine repairs were completed within their target time
There are currently 152 homes being assessed or treated for damp and mould.
Making sure our homes are affordable
Ensuring our homes remain affordable is a key priority for us. When setting rent levels, we do everything we can to keep housing costs as low as possible while still delivering the services our tenants need. Our aim is to ensure that anyone earning the equivalent of a full-time worker on the National Living Wage can afford to live in our homes. We also know there are increasing pressures due to welfare reform and the cost-of-living crisis which are affecting those on low incomes most. These pressures can mean that tenants fall into rent arrears. Our Money Solutions Team offer support, guidance, and often just a listening ear to help our tenants navigate these challenging times.
Our rent arrears as of June 2025 were 4.54%.
This is the total amount of rent due as a percentage of the amount of rent we charged. As more tenants move across to Universal Credit there is a delay in these payments being made, whereas historic housing benefit is paid to us directly.
Delivering exceptional customer service
When a tenant receives a service from CCHA, they can sometimes be asked to provide feedback on that service. Here you can find the different types of services that we provided to tenants, and the percentage of tenants who were satisfied with those services over the last three months:
- Estates services – 72%
- Repairs services – 86%
- Call handling – 83%
- Electrical and gas safety checks – 98.5%