Charter Mark Status

CCHA awarded Customer Service Excellence Standard!

They’ve raised the bar at Charter Mark – the government’s standard for excellent customer service, and we’re delighted to announce we’ve cleared it.

The older Charter Mark status has been replaced by a new standard called Customer Service Excellence, which assess candidate organisations against a whole series of factors that are important to customers and to organisation like CCHA who take customer service very serious.

Customer Excellence status is awarded for three years, but we meet with the Assessor once a year to review progress against their recommendations.   We are delighted that we have met the standard but we do not want to be complacent.  Improving service to our customers is a key strand to our corporate business objectives.  We will be reviewing a number of services this year, including transfers, service charges and rechargeable repairs to continue to make improvements where we think they are necessary.

For more information please contact Matthew Thomas our Housing Director on (029) 20468 436 or email Matthew, at Matthew.Thomas@ccha.org.uk.

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Care and Repair continues to deliver

Further good news for our Care and Repair agency, following WAG’s approval of their 2010/11 funding came with confirmation that their ‘RRAP’ (the Rapid Response Adaptation Programme) funding for 2010/11 had also been successfully secured. The Agency relies upon a series of separate funding streams and RRAP is an important element.  The Agency will receive £101,551 in during 2010/11; although the award is slightly less in comparison to this year’s RRAP funding of £101,800 it still represents a significant investment from WAG to the Agency to deliver the RRAP scheme.

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New Style CHAT

A quality improvement group was set up to analyse the effectiveness of the CHAT newsletter to establish whether it was meeting the needs of tenants.  The group firstly evaluated the newsletter to establish what tenants wanted to read about, with the top choices being a recipe page, quiz, what’s on and tenants’ stories.

Once we received this information we set out to balance the contents of the newsletter between providing tenants with a flavour of the work that we are aiming to achieve such as new or improved services against the more chatty information such as interviews, contributions from tenants, recipes and quizzes. 

Through the involvement of tenants, as part of the quality improvement group, we have been able to meet these requirements and, at the same time, improve tenant involvement in producing the newsletter. 

Further information on the work of CCHA and that of our tenants can be found in CHAT.   The new styled Spring Edition will be on the website shortly.  

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Weatherman Walking
to CCHA’s Annual General Meeting

Meet Derek Brockway at our AGM on the 14th July.   Derek currently presents BBC’s weather forecasts and hosts the Weatherman Walking series across Britain.    Derek will be hosting our AGM for us this year.

Again, by listening to the views of tenants we are looking to provide an evening that balances the formal business of the AGM with light entertainment.

Cardiff City Stadium what a fantastic venue for the AGM overlooking the stadium grounds, great food, great views and some lucky people may get a tour of the stadium. 

If you are a tenant of CCHA and wish to attend the AGM please contact:

Samantha Williams on 02920 468414 or samantha.williams@ccha.org.uk
Dawn Murphy on 02920 468466 or dawn.murphy@ccha.org.uk

More information will be provided in the Summer edition of CHAT.

NEXT UPDATE: APRIL 2010