Our Priorities and How We Are Doing


Strategic Plan

Our key priorities are set out in our Strategic Plan which was agreed in consultation with Colchester City Council, customers, colleagues, and Board members. Our vision is to enable customers, colleagues, and communities to thrive and our Strategic Plan sets out our ambitions and focuses on three clear priorities. 

  1. Our customers 
  2. Our colleagues 
  3. Our communities 

Our customers
Our aim is to deliver a positive customer experience across all services. We plan to make residents’ voices heard within our organisation and increase overall customer satisfaction by 5% by 2027.   Our services will become more accessible for everyone through better use of information and technology. 

Our colleagues
Our ambition is to be a great local employer. We aim to develop our employment practices and invest in our people, offering every person the opportunity to thrive.  As a result, we expect our staff satisfaction on CBH being a great place to work to increase by 5% by 2027. 

Our communities
By investing in the homes we manage and promoting safe, inclusive communities, we will shape neighbourhoods where people thrive and feel proud to live. Our aim is to enter the top quartile of neighbourhood satisfaction and introduce 350 new managed properties by 2027. 

Medium Term Delivery Plan

Our Medium Term Delivery Plan 2022-27 sets our key priorities, targets and how we deliver the services we provide on behalf of Colchester City Council.

For 2022-27 our key priorities and targets are:

PriorityKey performance indicator
CustomersSatisfaction with latest repair %
Satisfaction with Customer Service Centre call handling %
Satisfaction with new lets %
Satisfaction with Housing Investment Programme works %
Satisfaction with antisocial behaviour case handling %
Satisfaction with complaint handling %
Number of personal data breaches
ComplaintsComplaints per 1,000 properties
Complaints responded to within timescales %
Repairs & MaintenanceHousing repairs completed on time %
Disrepair claims
Housing options & homelessnessHouseholds in temporary accommodation
Asset managementHomes that do not meet the Decent Homes standard %
Properties with EPC rating of C or above %
Housing managementRent collection %
Antisocial behaviour cases per 1,000 properties
Letting homesDays to re-let general needs properties
ComplianceCompliance monitoring including gas safety, legionella, asbestos, lift safety, electrical safety, fire risk, and damp and mould.


Annual Report 

Every year we produce an annual report highlighting our achievements. Our annual reports are available below.

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