In 2022, Castles & Coasts Housing Association (CCHA) developed their ‘Residents’ Charter’, co-created with feedback from over 1,000 residents. It outlines our commitments to residents, along with how these commitments are measured.
There are six key commitments within the charter, looking at:
- Communication
- Accountability
- Quality
- Relationships
- When things go wrong
- Voice and Influence
Our performance against these commitments is reviewed annually by our Residents’ Scrutiny Panel (RSP). The review carried out in late 2023 has been presented to the Board’s Audit & Risk Committee and we’re pleased to announce this was a very positive scrutiny exercise.
The RSP:
- Found that the six commitments set out in the Residents’ Charter are being met. We’re really pleased about this outcome; the result of many hours of valuable discussion.
- Welcomed the chance to review the evidence set out in the Charter. They looked closely at all of the evidence provided and reviewed it in detail, and thanked the Customer Experience Team for the quality of the documents they prepared.
- Noted that they found this scrutiny exercise to be very useful and felt that it would be good practice to carry out another review of a similar nature to reassure residents and the CCHA Board
Benjamin Chilvers, Senior Customer Experience Officer at CCHA, said: “It’s really important to us to make sure we keep on track with the commitments we’ve made in the charter. Having our progress monitored by the RSP is a great way to keep us on track, as we know they’ll be open and honest with us about any areas where they feel we can improve, as well as highlighting what we’re doing well.”
Our Residents’ Charter can be viewed in full by clicking here and you can find out more about how resident involvement helps shape and improve the services we deliver here.