To support those who rely on mobility scooters and electric wheelchairs, we have a mobilty scooter and electric wheelchair policy that outlines their use and storage within your communal areas.
Key highlights of the policy:
Purpose
Our policy aims to safely manage and control the use of mobility scooters, identify potential hazards, and ensure safe storage and charging options.
Mobility vehicle classifications
We follow the Driver and Vehicle Licensing Agency (DVLA) classifications, which include:
- Class 1: Manual wheelchairs (non-registered)
- Class 2: Powered wheelchairs and scooters for footpath use (non-registered)
- Class 3: Powered mobility scooters for both footway and road use (registered)
Safety risks
We recognise that powered mobility devices can pose risks, including fire hazards and obstruction of escape routes. Therefore, guidelines are in place to avoid these dangers.
Storage guidelines
Mobility scooters and electric wheelchairs must not be stored or charged in internal communal areas. Designated storage facilities must be used. We’re committed to exploring accessible options for residents.
External storage
If internal options are unavailable, we’ll work with residents to identify suitable external storage solutions while considering privacy, access, and local regulations. For an understanding of our mobility scooter and electric wheelchair policy, we encourage you to review the full policy.
If you want to discuss the policy or would like to find out more about the storage spaces, please do contact our Customer Service Advisors by emailing customers@ccha.biz or calling 020 8680 7532 or freephone 0800 054 6710.
What’s changed in the government’s budget, and what could it mean for you?
On 26 November 2025, the government announced some changes to benefits and wages in their autumn budget.
Changes for everyone
Prescription costs
Prescription costs will stay the same. This is good news if you rely on regular medication. You may not need to pay at all, depending on your age, health condition or other benefits you receive.
Travel costs
Rail fares will be frozen, meaning they won’t go up. Tube fares are expected to rise next year, but bus fares will stay frozen for longer.
Changes for people claiming benefits
Since 2017, Universal Credit (UC) usually only pays extra money for up to two children, even if parents may have more. From April 2026, this rule will be removed meaning families will be able to receive child-related support for all dependent children, not just the first two.
The maximum amount of childcare costs you can get help with will increase by £736.06 per month for each additional child.
Benefits going up
- State Pension
- Working-age benefits
- The UC standard allowance
Wages increasing
Both the National Minimum Wage and National Living Wage will go up, meaning higher pay for many workers.
Important notes to consider
The benefit cap may still apply
Some families with three or more children may not see extra money from the end of the two-child limit. The benefit cap limits how much total benefit a household can receive. You may not be affected by the benefit cap if:
- Someone in the household is working and earning above a set amount
- You receive certain disability-related/carer benefits
Some families may now hit the benefit cap
A small number of families who were not affected by the benefit cap before may now be affected because their UC increases.
Transitional protection
If you receive transitional protection, this may reduce or disappear when your entitlement changes. This hasn’t been fully confirmed yet, but it may mean your payment only increases slightly or not at all.
Other updates
Changes to LCWRA payments
A new, lower rate of Limited Capability for Work-Related Activity (LCWRA) is being introduced. This rate will be £217.26. LCWRA is paid to people who have long-term health conditions or disabilities and are not expected to work or prepare for work.
Universal Credit checks continuing
UC checks (called targeted case reviews) will continue until 2031. You may be asked to confirm your identity and share bank statements. These checks are used to make sure payments are correct and to prevent mistakes or fraud.
If you’re unsure how any of these changes might affect you or your family, our Welfare Advice Team is here to help.
You can contact them on:
Telephone: 020 8680 7532
Freephone: 0800 054 6710
Email: income@ccha.biz
It’s the new year, and we’re happy to share our winter Connections 2026 newsletter.
This edition includes:
Latest staff updates: Get the latest information on our staff. Who has left and who has joined the team?
Our latest policies: Policies exist to make sure we’re fair, consistent, and transparent in everything we do. Find out about recent updates to our policies.
Money matters: Jane gives tips on how we can support you with managed migration.
Resident spotlight: Our resident Leonid shares his thoughts on his country, hobbies, and profession. Can you guess what he did when he was 11 years old?
Competition time: Join the fun and challenge your wordsearch skills by finding 20 words. Easy, right?
We hope you enjoy our latest Connections. If you’d like a print copy, please get in touch with us at citeam@ccha.biz, call us on 020 8680 7532, or freephone 0800 054 6710.
If you have any feedback about Connections, please email Sam at citeam@ccha.biz.
Want to receive Connections straight to your inbox? Sign up for our email list today.
Stay connected!
Applications are open until 30 January and are open to residents who are interested in helping shape housing.
Do you want to help shape decisions that affect millions of social housing residents? Previous members have said that being part of the Tenant Advisory Panel (TAP) helped them build skills, meet new people, and make a real difference.
TAP is committed to welcoming applications from residents with a wide range of backgrounds, experiences, and circumstances, including residents with long-term health conditions.
If you’re interested, please download their application pack: https://www.housing.org.uk/globalassets/files/together-with-tenants/tap-recruitment-pack—version-2.pdf
Your guide over the holiday period
With the festive season just around the corner, we want to ensure you have all the information you need to get in touch if you need assistance during the holidays.
Our holiday opening hours are as follows:
Open as normal: 22 – 23 December 2025
Open: 24 December 2025 until 4pm
Closed: 25 December 2025 – 1 January 2026
Open as normal: 2 January 2026 at 9am
What to do in the event of an emergency over the festive period?
Our phone lines are open to report emergency repairs. You can reach us on 020 8680 7532 or freephone 0800 054 6710. For other enquiries, please call us back when we’re back on Friday 2 January at 9am.
For gas servicing enquiries, please call Smith & Byford on: 020 8652 7016.
If you smell gas, please call the emergency gas number on: 0800 111 999.
Wishing you all peace, happiness, and a wonderful new year ahead.
Our updated Unacceptable User Policy is now available
Our latest policy outlines how we manage situations when the behaviour of individuals crosses a line into unacceptable territory. We value every resident’s right to express their opinions and ask questions. However, it’s crucial to recognise that there are standards of conduct that must be upheld. We believe that constructive feedback is essential for improvement. It’s important to foster an atmosphere free from abuse and harassment. This policy is designed not only to safeguard our staff but also to ensure that we can deliver the services you need.
We ask that our interactions stay respectful and constructive. Understanding our policy will help you engage with us in a way that supports positive outcomes for everyone involved.
For more information, read our latest Unacceptable User Policy.
Should you wish to discuss this or any other policies, feel free to contact us on 020 8680 7532, freephone 0800 054 6710, or emailing customers@ccha.biz.
This provides guidance on how we manage tenancy matters, such as those arising from the death of a resident.
The Succession & Assignment Policy recognises the importance of family and partners in our homes. We want to ensure that you and your loved ones can remain in a supportive environment during a challenging time.
We’ve got some tips to help you manage your finances during this season
The holiday season is a fabulous time to celebrate with friends and family, but it can also be stressful and expensive. It’s important to keep up with rent payments in the coming months to avoid falling behind. Missing payments can lead to additional stress starting in January and can cause more challenges later on.
If you’re worried about managing costs, we’re here to help. Check out our top tips below and get in touch if you need any support. Reach out early so we can discuss options together.
Set a budget
Take time to determine what essential expenses you must cover, such as rent, gas, electricity, groceries, and transportation. Then assess how much you have left over for gifts, food, or leisure activities.
Prioritise necessities
Pay your essential bills first, like rent, gas, and electricity, to avoid late fees or service disruptions during the winter. Missing payments will require you to catch up early next year.
Increase rent payments
Consider paying an extra week’s rent in early December to alleviate holiday expenses. If that’s too challenging, you can continue making regular rent payments and add a little extra each week leading up to Christmas. This will help you stay up-to-date or even get ahead.
Stay in touch
Remember to inform our Income team about any changes in your situation that could affect your benefits. Contact either Sharon, Suzanne, Jane or Evelyn to talk about this.
Ask for help
If you struggle to manage your bills or benefits, please don’t hesitate to contact us. Taking the initiative to read out is a sign of strength, and we’re here to help!
Remember, the Income Team is just a call away at 020 8680 7532 or an email away at income@ccha.biz. We’re here for you, so don’t hesitate to reach out.
Our updated Tenancy Policy is now live on our website! The policy outlines how we ensure compliance with government regulations, local policies, and housing legislation, all while maintaining our commitment to our residents.
As residents who rent, you should familiarise yourself with the policy. Understanding the policy can help you ensure a smooth and informed rental experience. The updated policy also clarifies our processes and how we collaborate with the London Boroughs of Croydon, Sutton, and Bromley.
We encourage you to take a moment to review the new Tenancy Policy.
Should you wish to discuss this or any other policies, feel free to contact us on 020 8680 7532, freephone 0800 054 6710, or emailing customers@ccha.biz.
Back in July, we headed out into our communities to meet some of our residents. We knocked on doors and spoke to around 80 of you about what you think of our service and what we could improve on.
Thank you so much to everyone who took the time to speak to us. We’ve been looking at all your comments, which are now being fed into our plan to build on and improve our services to you. Taking on board your feedback ensures we can deliver services shaped by residents to provide a positive resident experience.
Some of the themes that came up were:
- That customer service is good in some areas, but could be improved, especially around repair and housing matters.
- That where residents said their query wasn’t dealt with when they contacted us, it was generally to do with repairs.
- That residents feel we need to improve on our communication with residents and contractors.
- That residents want fewer general letters and for us to make it clear they are to the whole estate, making sure it is accurate and not too long.
- That most residents preferred to contact us by phone.
- That email is top choice for updates, but letters, phone and text were also popular choices.
- That some residents want a printed newsletter.
- That residents want updates on staff changes and to utilise noticeboards more.
- That residents want to get involved by doing surveys, events or face to face contact.
We’ll be launching our new Customer Strategy next year, so keep an eye out for it to make sure we have captured what residents have told us they want. We hope you’ll see some positive changes on the above in the meantime.
Want to know more about how you or your fellow residents have changed our services? Check out our Get Involved page for more information.