Please note: from 1st November 2022, ccha's registered address will change to ccha, 29 Sheldon Street, Croydon, CR0 1SS. The website will be updated regularly on the move and we will share office opening dates when available.

Complaints, Satisfaction & Customer Service Standards

Here you can view our performance on recent years. We share our complaints statistics, results from the resident satisfaction survey, as well as staff performance at meeting the Customer Service Standards.

Complaint21-2220-2119-20
Total number of complaints673638
Number of complaints received per 1000 units442434
% complaints resolved within agreed timescale99% (target 95%)85%98%
% complainants satisfied with complaint handling63% (target 85%)100%60%
Number of compliments received201428
Upheld441517
Partially upheld111719
Not upheld5415
Withdrawn500
Complaint typeUpheldPartially upheldNot upheldOngoingCancelledTotal
Repairs & maintenance39832430
Customer service221005
Tenancy management000000
Estate services311005
Other services000011
Total441152567
Customer Satisfaction Apr 21-Mar 22TargetResult
Residents satisfied with the services they received80%66%
Residents satisfied with ccha’s work to keep communal areas clean and safe85%79%
Residents satisfied with internal communal cleaning80%78%
Residents satisfied with communal gardening service80%73%
Residents agreed that ccha are easy to deal with80%69%
Residents satisfied with the ease of getting hold of the right person80%65%
Residents satisfied with the way ccha handled their query80%61%
Residents satisfied with the outcome of their enquiry75%58%
Residents satisfied that ccha listen and act on their views75%61%
Residents satisfied with ccha’s engagement with them75%75%
Residents satisfied with how ccha responded to the Covid-19 crisis75%66%
Residents satisfied with the overall quality of their home85%75%
Residents satisfied with ccha’s provision of safe and secure homes85%82%
Residents satisfied with their neighbourhood85%81%
Residents satisfied with how ccha handle repairs and maintenance75%53%
Customer Service StandardTargetQ1Q2
To ’acknowldge’ resident’s phone calls by calling back within the next 2 working days.95%90.1%94.6
Respond to resident’s emails within 5 working days.80%n/an/a
Resident feedback - ccha is easy to deal with73%70.2%69.9%
Resident feedback - ccha treat residents fairly and with respect80%82.5%81.4%