You Said We Did

This section is dedicated to detailing what you are telling us and how we are following up on this feedback

Our 6 Customer Promises outline what you should expect from us along with how we will measure our performance against these statements. You find further details around how well we are meeting these promises here

We have a number of ways in which we look for feedback,

Transactional Surveys following any interaction
Complaints procedure
Survey evaluations following any funding granted
Annual Customer Satisfaction surveys
Feedback via our social media channels
Face to face feedback at our community events
Consultation sessions
Via our Customer Panel

You Said We Did Reports

Your feedback is really important to us and helps us learn where we can improve, you can read actions we have taken over the last year based on your experiences and what you have told us in our You Said We Did reports;

Y ou Said We Did Q2 (2024/25)

You Said We Did Q1 (2024/25)

You Said We Did Q4 (2023/24)

You Said We Did Q3 (2023/24)

You Said We Did Q1&2 (2023/24)

Scrutiny Projects

Early in 2025 we will be working with members of our Customer Panel to choose their first Scrutiny project and support them to carry out this activity. Whilst the group is currently made up of Customer Panel Members it is open to any customer of CVHA to join, if you are interested to find out more about this group please call or email cvha@cvha.org.uk and a member of our team will be in touch.

What is scrutiny all about?

Housing providers have been involving and consulting with their tenants for years. Increasingly, many are going further by giving tenants and other customers formal opportunities to analyse and challenge their performance and decision-making. The aim is to improve organisational performance and the quality and standard of services that they provide for their tenants. Scrutiny is about being able to ask landlords questions based on clear information and data, such as: why is a service delivered in a particular way; why are particular timescales in place; how much is this costing; can costs be reduced while still providing a good level of service; could we do this better or differently?

The answers to these and similar questions should lead to recommendations that result in change and improvement.

The Three Principles for Effective Scrutiny are:

Independence – scrutiny activities should be separate from governance, management and mainstream tenant participation structures, but have a formal recognised status with support from the organisation at the outset.

Formality – scrutiny activities should include clear roles, remit, terms of reference and lines of reporting for those taking part.

Power – tenants and other customers involved in scrutiny activities should be able to examine services and standards, and make recommendations for service improvements. Landlords should respond to this by agreeing which measures can be implemented and, where they can’t be implemented, explaining fully why not.