An excellent first full year in the wider Group: C&C’s year in review

2022/23 was the first full year that C&C was a part of the wider Group. The organisations have continued to join together with C&C customers benefitting from the wider resources that we’re able to offer.

Grace House, a flagship redevelopment scheme in St John’s Wood, London, for people aged 55 and over, opened ahead of schedule. Around 60 residents of Dora House, which stood on the same site before it was demolished in 2020, returned to the 170-apartment scheme. New applications for the remaining affordable living apartments were processed by Westminster City Council. A total of £37.9 million was invested over two years into the scheme, which includes 17 homes for market rent.

Grace House was officially opened in October 2022 by social housing leader Lord Richard Best OBE. The ceremony was attended by several sitting councillors from Westminster City Council along with many new residents, who are settling in well into their new homes.

With the return of some customers to Grace House creating empty homes at other C&C properties, we entered a new partnership with the Royal Borough of Kensington & Chelsea, offering 58 empty homes to support them to provide affordable housing to those most in need. We hope this is the start of a long-lasting partnership.

In December 2022, C&C bought 82 homes from national housing association Home Group. All homes are in the London Borough of Wandsworth, and are a mixture of sheltered housing, general needs and shared ownership.

Empty homes during the year stood at an average of 2.8% - a small improvement from 3% in 2021/22. We have reviewed our processes in this area, identifying issues that are being addressed which will lead to further improved performance.

Satisfaction among C&C customers stood at 67%, with 93% recommending C&C homes as a place to live. C&C’s in-house repairs service, C&C Direct, continues to look after customer repairs and 63% of customers were satisfied with how their repairs were handled. C&C’s welfare advice officer continued to offer advice, support, signposting and referral services to customers. They carried out over 80 budget reviews and benefit applications and appeals, helping customers secure over £30,000 in additional income.

C&C recorded 84 Formal and 68 Fast Track complaints (total 152) during the year. Compliance for responses sent for the year was 92.1% against a target of 90%. C&C’s complaints process is managed by a Feedback Manger, operating under Aster Group’s overarching complaint policy. 

C&C customer engagement

282 customers took part in paid-for activities run across 12 schemes

66 customers went on free theatre/museum trips, across 16 schemes (including the English National Opera and trips to the West End)

17 different activities offered including new coffee mornings attracting over 20 customers

823 hours of engagement delivered

519 classes delivered across our four care homes.

14 different activities offered for care residents including inter-generational projects with local schools and mobile pantomime performances

3 outings delivered for care residents including Kew Gardens and Aldenham country park

10 average number of care residents attending sessions.

Of C&C’s four care homes, two – Compton Lodge and Cecil Court – were inspected by the Care Quality Commission (CQC) during the year. Both kept their previous ratings, meaning all four homes continue to hold a ‘Good’ overall rating. Cecil Court continues to be rated ‘Outstanding’ for leadership.

Against a high target of 95% occupancy, our four care homes averaged 96.5% across the year, a huge improvement on the 88% achieved in 2021-22. C&C achieved an average 98% satisfaction rating from care home residents, from surveys carried out on a monthly basis. C&C’s care services had an average rating of 9.7/10 on the popular carehome.co.uk website, based on direct feedback from family and friends of residents.

While Covid-19 restrictions were broadly lifted on a national level, our care homes operated by both C&C and Enham Trust have taken more gradual steps, given that many residents would be considered ‘vulnerable’. Visitors were required to wear face masks until April 2023, and it was only at that time that we allowed visits to begin again in communal areas. This has been in reflection of falling Covid-19 rates, and both residents and their loved ones know that restrictions may be re-introduced if rates rise. The use of agency staff continues to be managed and controlled across all homes, alongside our permanent staff.

Read our report

Central &

Cecil (C&C)