Castles & Coasts Housing Association has published its latest Residents’ Voice and Annual Report, showing how residents’ feedback is helping shape services and drive improvements.
Key highlights include:
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Resident satisfaction with our services remained above 90%
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£1.94 million of additional income secured for residents by our Financial Inclusion Team
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91.7% of properties now have an EPC rating of Band C or above
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1,080 compliments received from residents
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18,965 repairs completed, with 97% finished on time
Marie Hardeman, CCHA’s Executive Director of Customers & Communities, said: “We’re proud to share the progress we’ve made over the past year, with overall resident satisfaction remaining above 90%. What matters most is what sits behind those figures: residents feeling listened to, supported and proud of their homes. Repairs are one of the things residents tell us matters most, so completing 18,965 repairs, with 97% finished on time, is important progress. Every repair, service improvement and policy change affects someone’s home and daily life, and this report shows how residents’ voices are helping us make better decisions.”
The report also sets out how investment in homes is supporting residents’ day to day. With 91.7% of homes now rated EPC Band C or above, more residents are living in warmer, more energy-efficient homes that can help reduce running costs. CCHA also delivered 47 new affordable homes, helping more people access safe and secure housing.
Support for residents facing financial pressure is another key theme. CCHA’s Financial Inclusion Team helped residents secure nearly £2 million in additional income, providing practical help with benefits, money worries and tenancy sustainment.
Resident feedback has led to real changes, including residents helping shape the new Repairs Policy, improvements to the empty homes process, and clearer information on rent statements, anti-social behaviour and key policies.
Marie added: “Thank you to everyone who has taken the time to share their views, and to our colleagues across CCHA for their commitment to listening and acting on what residents tell us. Resident feedback helps us improve our services, strengthen our communities and focus on what matters most. While we recognise there is still more to do, we remain committed to learning, improving and delivering the high-quality services our residents expect and deserve.”