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Customer satisfaction

What do you think of CCG?

Every year we undertake a tenant satisfaction survey so we can continue to improve and develop our services. Your answers help us plan how to do just that and plan for the future.

The survey is independent and is your chance to tell us what you think of CCG.

The survey is sent to a sample of around 2,000 tenants from across Gwynedd which gives us a fair reflection of customers’ opinions.

The last survey was sent out in the autumn of 2016. Click below to download the report in full:

Tenant Satisfaction Survey 2016

One of our corporate values is to be open, fair and transparent. As part of this it is vitally important that we understand how we are performing, and it is essential that we are open with staff, tenants and stakeholders with regards to our performance. We have introduced a system that enables us to measure and report upon our performance across key business areas.

Every year we report upon our key performance indicators to the Welsh Government as part of our annual self evaluation. We are also part of a benchmarking organisation that allows us to compare our progress to that of other housing associations, including those in Wales and beyond.

See our self evaluation here

Download our annual reports below:

Annual Report 2016-17
Annual Report 2015/16
annual report 2014/15
annual report 2013/14
annual report 2012/13
annual report 2011/12
>annual report 2010/11

Download our financial statements below:

Statement of Accounts 2015/16 financial statements 2014/15
financial statements 2013/14
financial statements 2012/13
financial statements 2011/12
financial statements 2010/11

The far reaching impact of CCG's investment across communities - independent report

The conclusions of a recent independent report highlights the positive effects of Cartrefi Cymunedol Gwynedd’s (CCG) work on the lives of customers and the economy.

The conclusions are very positive and we are proud of what we have achieved.

Some of the report headlines:

  • Economy and regeneration – 494 individuals were employed whilst the investment programme was at its height
  • Health and wellbeing – Over half of our tenants say they think there has been an improvement in their and their children’s health as a result of the work
  • Social and community factors – the police report that there has been a reduction in low level crime and anti-social behaviour as a result of our work

Follow the links below to read both the summary report and the full report:

Economic, Social, Health and Wellbeing Impact Assessment - Summary Report

Economic, Social, Health and Wellbeing Impact Assessment - PACEC Full Report

Alternatively you can watch a film about the impact of CCG's investment across communities:

The film below is a series of interviews with deligates from the 2025 Conference, which is a collective who believes that avoidable health inequalities that exist in North Wales in 2015 is unacceptable. The aim is a movement for change that will end such inequalities by 2025. Our Chief Executive, Ffrancon Williams, explains the importance of housing in this vision (1 minute 55 seconds into the film):

English Interview

CCG is registered with and regulated by the Welsh Government. The government works with housing associations to ensure good quality of service to tenants and to ensure that they are governed effectively.

The methods used to gather information vary and can include: information presented in an annual self-assessment by each association, discussion with tenants, and reviewing business plans.

The regulatory assessment work follows the risk-based approach to regulation and seeks to identify strengths and areas for improvement in meeting the “Delivery Outcomes”.

This report sets out the Welsh Government’s assessment and provides performance levels against the “Delivery Outcomes” (standards of performance) relating to:

  • Landlord services
  • Governance and financial management

Welsh Government Regulatory Opinion

Cartrefi Cymunedol Gwynedd is regulated by the Welsh Government in relation to the provision of housing and matters relating to governance and financial management.

Part of this regulatory process requires Cartrefi Cymunedol Gwynedd to self evaluate its activities in order to demonstrate how we are meeting the relevant guidelines. This self evaluation is shared with Welsh Government’s Housing Regulation Team and is also regularly updated by us. Following their assessment, the Welsh Government Housing Regulation Team publish their Regulatory Opinion report , available to download below, which sets out the Welsh Government’s Regulatory Opinion and is designed to provide CCG, its tenants, service users and other stakeholders with an understanding of how well we are presently performing against the delivery outcomes relating to:

  • Landlord services
  • Governance
  • Financial management

Download the Regulatory Opinion

Financial viability

On an annual basis, all social landlords with at least 250 units in management are subject to a regulatory financial review and issued with a financial viability judgement (“the judgement”) from our Regulators. The judgement fall into one of three categories: “pass”; “pass with closer regulatory monitoring”; or “fail”. In April 2016 the judgement given to CCG was “pass” which means that we have adequate resources to meet our current and forecasted future business and financial commitments – this is a very positive conclusion.

Download the document here:

Financial Viability Judgement 2016

Our commitment to health, safety, quality and the environment

CCG have set out a vision in respect of Health, Safety, Quality and Environmental (HSQE) performance. This vision is to deliver HSQE excellence. Download the document here:

Our Commitment to HSQE Excellence

CCG have set out a vision in respect of sustainable energy management performance. This vision is to deliver reduction measures in carbon dioxide emissions. Download the document here:

Our Commitment to Reduce Carbon Dioxide Emissions

HSQE Policy Statements

Health and Safety Policy Statement

Quality Policy Statement

Environmental Policy Statement

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