Castles & Coasts Housing Association (CCHA) has an annual turnover of over £30m, employs over 200 staff and owns and manages more than 7,000 properties in rural and urban communities across the North of England. 75% of CCHA's properties are located in Cumbria.
As well as a commitment to providing new affordable housing solutions and investing more than £10m each year in delivering new homes, CCHA continues to spend more than £10million each year on maintenance (including major repairs), creating employment and skills opportunities in our local communities.
Our Corporate Strategy 2018-2023 sets out the key corporate objectives for CCHA and our ambition to grow, invest and improve.
The aim of this Annual Report is to show you, our residents, what CCHA has achieved in 2018/2019.
In the last year we have spent over £10 million on repairs and improvements to homes, some of which has been spent on improving energy efficiency to help residents lower their fuel costs.
As well as maintaining existing homes, we have a significant development programme which should see us building over six hundred new, much needed, affordable homes over a five year period.
We have also expanded Castles & Coasts Services, which is our own maintenance delivery operation. Feedback from residents tells us that providing services and maintenance from our own team is not only a cost effective way of delivering high quality services, but also has higher rates of resident satisfaction.
One of the key achievements this year has been the positive impact of delivering the various aspects of our Customer Experience Strategy. This strategy sets out how we will ensure our services are delivered in a way which meets residents’ needs and expectations. It explains how we will focus on developing and delivering diverse and appropriate services, by understanding who our customers are, what they expect from us, how they want to access our services and how we can best communicate and engage with our customers.
We believe a lot of progress has been made in listening to residents and understanding what we do well and also, importantly, where residents believe we can improve. We know we still have some parts of our service that we need to build on and improve and we are committed to working with residents to do that in the coming year.