As part of our commitments to equality, diversity and inclusion (ED&I) and ensuring we deliver excellent services to residents, we aim to make sure we’re meeting their individual communication and other needs. To help us achieve this, we’ll be carrying out a survey of residents during 2024.
This means that next year, we will contact residents to check that we have their preferred method of communication stored. We’ll also ask a series of questions to make sure we are aware of any communications or other needs they, or anyone else in their home, might have.
In readiness for this, we’ll be phoning some residents over the coming weeks to check that our records are up to date, where we’ve got gaps in contact information such as email addresses or mobile/landline numbers.
Adam Gould, Castles & Coasts’ Head of Customer Service and Engagement, said: “The aim of next year’s resident survey is to make sure we’re achieving what we set out to when we launched our Customer Service & Engagement and ED&I strategies in 2022.
“We’re committed to getting in touch with our residents using their preferred method of contact; and to having flexible services in place to meet individual needs where possible. We have a bit of work to do first in phase one to collect some contact details so that we’re ready to do this survey.”
“Over the course of a year, we send out thousands of letters to residents so we also hope this will help us to be even kinder to the environment by reducing our use of paper and ink. Where we know it’s their preference, we’ll be able to send some letters to residents over email to really help reduce our carbon footprint.”
If you’re a CCHA resident, you can also change your contact preference with us at any time if your circumstances or preferences change.