Castles and Coasts Housing Association (CCHA) is pleased to announce the publication of its eighth Residents’ Voice Report.
This report provides an overview of feedback received from residents between April and September 2025, including complaints, compliments, and satisfaction surveys. It highlights how we have learned from complaints, the improvements made through our Resident Scrutiny Panel, and the activities delivered across our communities.
Key highlights include:
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Resident satisfaction staying above the Regulator of Social Housing’s benchmark
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Receiving 584 compliments – that’s 112 more than last year!
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The introduction of robust systems and processes to ensure compliance with Awaab’s Law
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Allocating £10,000 to local groups through our Community Fund
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CCHA colleagues raising over £15,000 for the Great North Air Ambulance Service
During this report period, we’ve seen an increase in both complaints and compliments from our residents. We view this as a positive sign that residents feel confident in sharing their experiences with us. Complaints are always treated as valuable learning opportunities, helping us improve our services, while compliments reflect the hard work and dedication of our teams. We remain committed to listening, learning, and delivering the best possible outcomes for our communities.
Marie Hardeman, CCHA’s Executive Director of Customers & Communities said: “We are proud to present some excellent achievements again this year. Thank you to the residents who have engaged with us to provide valuable feedback, along with the team at CCHA. Resident feedback helps us to continually improve our services, and the communities we work with. We recognise that there are some challenges and areas where we can improve and remain committed to ensuring we meet our residents’ expectations.”
The full report can be viewed below or by clicking here.