Recommendation

Outcomes – August 2026

Continuing

partnership working with Anglia Water & Drain Doctor to provide a seamless service

Whenever the opportunity arises our Service Improvement Manager (Repairs) always collaborates with Anglian Water to help keep Complete

Provide training for CSC staff on any updated procedures following Anglia Water partnership, Involve CSC in negotiations to provide a champion within the team.

Customer Services Staff Training has taken place by our Service Improvement Repairs Manager July 2026.  – Complete

Provide clearer communication on responsibilities for drain leaks and blockages to tenants – toilet toolkit  

CBH have published Anglian Water communications for preventing block drains on our social media platform this will be on a repeat calendar basis – Complete

Webpage updated with photos. 

Damp and Mould – Colchester Borough Homes 

Winter Events promoting Damp and Mould: 

Colchester Food Bank – October 25 

C3 Church – November 25  

Elim Church Greenstead – January 26 

Kingsland Church – February 26 – Approved by Tenant Inspectors  

Complete – Additional capacity has been provided through the Housing Graduate programme:

Holly Housing Graduate supported the service over the past three months

Alex Housing Graduate will provide ongoing support for the next three months Feb- April 26

Investigate pre‑end tenancy property standard

Clear information on standard of property prior to end of tenancy

 Communication:

Marketing and communication between CBH and customers to improve

• Customers are now contacted via text message or phone call prior to initiating repairs.
• Communication channels have been expanded to allow customers to request repairs through the website.
• A newly appointed repair coordinator has developed a temporary communication log for contractors, pending the activation of the NEC Contractor and Customer portals.
• See increased performance data HERE.
• The batch repair process has been in place for several months, and customers have expressed appreciation for follow-on work being done by operatives and supervisors.

Complaints:

Review process to improve customer satisfaction

This matter has been thoroughly reviewed:

• We are progressing to the next stage, focusing on reducing complaints through rigorous pre- and post-inspections for complex works.
• A comprehensive approach is being adopted to understand root causes of complaints and integrate preventative measures into daily operations.
• Cross-departmental collaboration is being fostered, with the complaints team coordinating follow-up actions.
• Despite notable improvements, challenges remain in communication and completion of agreed works due to high workloads and cases requiring multiple repairs after inspections.
• Weekly Wednesday meetings are now held to review progress, identify bottlenecks, strategize efficient workload management, and enhance customer satisfaction.

• Conducted resident workshops to understand expectations and evaluate service impact.
• Residents agreed to extend the standard repair time from 20 to 30 days.
• Extension provides additional planning and communication time for routine cases.
• Improved coordination between residents and contractors anticipated – Repairs Policy

No access visits:

Review process to improve efficiency for both CBH and tenants

This work has started and the social media and Content officer in the City Council’s comms team is working to make the most of each post and the content provided to get the best engagement possible. He is working closely with the wider communications team and officers at CBH officers to achieve this.

Posts are monitored and responded to appropriately to show that action is being taken or to signpost to appropriate service.

The social media Policy: To publish a more detailed Social Media Plan for us to read and understand. At present (March 2023) the policy is quite basic and covers all posts and by having a more detailed policy moving forward, it will give Colchester Borough Homes goals to aim for.

Online and offline Communication To follow up in full on tenants or the social media user who publish or comments on content with issues. This can resolve any issues and to keep the platform as positive as possible and by keeping negative communication offline. Are Social Media messages being monitored correctly and being passed onto other teams to follow up?

Marketing: There are several ways of marketing a business and having an online presence can have its pros and cons. For example, by introducing QR Codes so that users or residents can log onto a social media platform or website. Also, by using Facebook, Colchester Borough Homes could use target markets depending on what audience they are looking for. For example, A younger or older audience.

Added contact form, dates of meetings applied to webpages –  Get Involved – Residents Engagement Groups – Colchester Borough Homes (cbhomes.org.uk)

Resident Involvement invite sent to all new tenants.

Link added to form for Housing Officer first tenancy visit to explain “How to get Involved”

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