Tenant involvement continues to strengthen and evolve, setting a new standard for inclusion and empowerment. Through tenant voice, more tenants are actively shaping the decisions that affect their homes, services and our communities.
We have made significant changes in response to feedback received from our tenants, both through our tenant involvement groups and through general feedback channels. Our Tenant Influence Panel monitors our progress, and holds us accountable on a range of issues, and make sure we see real change.
See what changes have been made below:
We took this feedback on board and spoke with tenants to understand their needs and expectations from the app. We re-designed and re-launched the app in 2023, which has resulted in an increase in tenants downloading and using the app to report repairs. This has had a positive impact on our Property Customer Support Team, which experienced a decrease in the average number of weekly calls from 529 in 2023 to 446 in 2024.
We reviewed the structure of the Property Customer Support Team. The review identified the need for extra resources, leading to the recruitment of three new property coordinators. The team’s performance improved dramatically once these changes were made. The call abandon rate in 2024 decreased to 16.28% with an average wait time of 08:29, a significant improvement from the 2023 figures of 23.60% and 09:09 respectively. We also saw an increase in overall customer satisfaction, rising from 80.44% in the previous year to 82.66% in 2024.
Addressing this feedback directly, we adjusted the rota for our neighbourhood assistants to make sure there was always someone available on reception to greet tenants upon arrival. Desks were repositioned to allow neighbourhood assistants to see visitors as soon as they entered the building. The customer meeting room is also being used more frequently to hold private and confidential conversations. The lobby area had a refresh to create a more welcoming and comfortable environment for all visitors. Tenants are now telling us the feel more welcomed, and many commented that the new layout made the lobby feel more like a comfortable living room.
If you would like to get involved with one of our tenant groups, and shape the work we do at CCHA, you can find out more here.
You can also get in touch with us via email at haveyoursay@ccha.org.uk