We strive to providing excellent customer service that places you at the centre of everything we do. Clear communication and responsiveness are necessary in building a strong relationship between us, you, and all our residents. Below, we outline our Customer Service Standards, which are designed to ensure you receive the highest level of support.
Phone support
When you call our main number, we strive to answer within 5 rings. If we can’t take your call right away, our automated messaging system will inform you of your place in the queue.
Call back
If we can’t speak with you immediately, we will acknowledge your call by returning it within 2 working days. Please allow us more time to gather the necessary information for more complex queries.
Handling your letters
You can expect an acknowledgement via phone call or text within the next working day. We aim to respond to your written inquiries within 5 working days.
Email responses
When you email us, you’ll receive an immediate automated acknowledgement from our group email account confirming that we have received your message. We commit to providing a thorough response within 5 working days.
In person visits
If you prefer to meet with us in person, don’t hesitate to contact us in advance to schedule a face-to-face appointment. Our office operates on a booking system to ensure your visit is productive. We aim to schedule your appointment within 7 working days.
Our promise to you
When you contact us, we want you to feel we’re approachable and easy to work with. We are dedicated to treating you fairly and respectfully and ensuring a positive experience in all your interactions with our team.
Government changes to welfare benefits
There has been much media coverage about ‘changes to benefits’ since the government published its Green Paper.
This has understandably made a lot of benefit claimants, including ccha residents and their families, feel very anxious. Note that several of these changes are still in the proposal stages, meaning they are still to be discussed and can, and likely will be, challenged.
Changes to Universal Credit (UC)
Limited Capability for Work and Work-Related Activity (LCWRA)
From April 2026, the government plans to increase the rate of the standard allowance part of UC above inflation. However, the rate of LCW/LCWRA will be frozen for existing claimants and then reduced for claimants found to have LCWRA after April 2026. People with severe and lifelong conditions will be protected.
Restricting the Daily Living Component of Personal Independence Payment (PIP)
The proposed changes would apply to new and existing claimants who have a review after November 2026. There will be no changes to the Mobility component. To receive the daily living part of PIP, claimants will need to score 4 points or more for at least one activity.
Scrapping the Work Capability Assessment (WCA)
This will be the case starting in 2028 to decide eligibility for UC and ESA’s sickness/health elements. Instead, the PIP assessment will be used.
Claimants with severe, life-long conditions will not be affected and will be paid an additional top-up element.
The government is also looking to remove the need for reassessments for people with life-long conditions that will not improve.
For more information about any of the government’s reforms to benefits, please get in touch with our Welfare Benefit Advisors on 0800 054 6710 or emailing income@ccha.biz.
On Monday 17 March between 10am and 2pm, you can join us in the office for a drop in session with the Income Team.
Both Jane and Evelyn are here to help you in a safe, non-judgmental, supportive environment. They can provide tailored, confidential advice if you are experiencing financial difficulties or need support. Pop down to one of our drop in sessions to meet the team!
What’s on offer at the sessions?
- Friendly assistance: You’ll have the opportunity to meet with us. We are ready to help with empathy and understanding, making the experience as supportive as possible.
- Review of finances: We will be available to review your financial situations, including rent payments, debts, and arrears (this is an ideal opportunity if you are stressed about your finances to seek guidance).
- Universal Credit and benefit advice: We’ll provide tailored, confidential advice on welfare reforms such as Universal Credit, Bedroom Tax, Benefit Cap, and Non-Dependant Deductions. We are here to assist if you need help applying for or managing benefits.
- Alternative Payment Arrangements (APAs): If you find managing monthly Universal Credit payments overwhelming, we can discuss APAs, which allow the Housing Element of your benefit to be paid directly to ccha.
- Discretionary Housing Payment (DHP): We’ll also provide information on applying for DHP, a means-tested fund that can offer additional support if Universal Credit or housing benefit doesn’t fully cover rent.
- Council tax support: Guidance on accessing support for council tax payments will also be available.
- Wellbeing and budgeting support: We aim to offer comprehensive advice to help you manage your finances and overall wellbeing more effectively.
If you’d like help with any of the above or have other questions about your rent, finances or benefits, do pop down on the day to speak to one of the team.
Date: Monday 17 March
Times: 10am-2pm
Location: ccha office, 29 Sheldon Street, Croydon, CR0 1SS
Our office will be closed on Friday 21 February 21, 2025. However, we are still happy to assist you by phone on 0800 054 6710.
Our doors will reopen on Monday 24 February 2025 at 9 am. We encourage you to book an appointment in advance to make your visit as efficient as possible. By scheduling ahead, you can:
- ensure that the right team member is ready to help with your specific needs
- minimise waiting times
- receive more personalised attention.
Please call 0800 054 6710 to arrange your appointment or email us at customers@ccha.biz. We look forward to assisting you!
This edition will explore the Winter Fuel Payment, which supports older individuals during the colder months. Next, we’ll address the migration of Employment and Support Allowance (ESA) claimants onto Universal Credit, highlighting the transition process and its implications. Finally, we’ll share a good news story emphasising positive developments.
2024/25 Winter Fuel Payment
If you are of state pension age or above, receive Pension Credit, and qualify for the Winter Fuel Payment but have not yet received a payment by 29 January 2025, please contact the Winter Fuel Payment Centre at 0800 731 0160 between 8am and 6pm for assistance.
Migration of ESA claimants onto Universal Credit
Income-Related Employment and Support Allowance (ESA) is ending soon.
The Department of Work and Pensions (DWP) will be sending Migration Notices to people currently receiving Income-Related ESA. When you receive your notice, pay close attention to your deadline date and make sure you apply for Universal Credit (UC) before this date. Your existing ESA and in some cases Housing Benefit, will end on your deadline date-even if you don’t apply for Universal Credit (UC). This means your payments will stop, and you could lose your benefits.
If you need help with your UC application, don’t hesitate to contact our Welfare Advice Team by calling 0800 054 6710 or emailing income@ccha.co.uk.
Good News Story
We received a call from one of our residents who receives ESA, PIP, and Housing Benefit. They had received a Migration notice telling them to claim Universal Credit (UC) by 10 February 2025. The resident was worried that they might receive less money on UC than with ESA. We assured them that if the DWP calculates their UC and it’s less than their ESA and Housing Benefit, it would be topped up through Transitional Protection. During our review, we also found that their ESA payment had been lower than expected, which resulted in them receiving over £20,000 in backdated benefits. Since they addressed this before their UC Migration deadline, they will also receive more transitional protection on their UC.
If you want our Welfare Advisors to verify your legacy benefits before switching to Universal Credit, please call us at 0800 054 6710 or email income@ccha.co.uk. Make sure to do this before your deadline day unless you’ve requested an extension from the DWP.
The wait is finally over! Dive into the latest edition of Winter Connections. In this issue, we’re bringing you:
Quick Updates: Get the latest information on our repair services
Money matters: Join Jane and Evelyn as they tackle practical solutions for overcoming debt. Your financial peace of mind starts here!
Boiler safety tips: Our own Romy shares essential tips to keep your home cosy and warm this winter.
Exciting word search competition: Put your skills to the test for a chance to win £10 e-voucher.
We hope you enjoy this edition of Connections. We value your input, so if you have any feedback, please email Sam at samm@ccha.biz.
Want to receive Connections straight to your inbox? Sign up for our email list today.
We’re also dedicated to making our newsletter accessible to everyone. If you need a print version, large print, audiotape, Braille, or a translated edition, just call 0800 054 6710 or email customers@ccha.biz.
Happy reading!
Stay connected this holiday season
The holidays can be joyful, but they can also feel lonely or overwhelming, especially when finances are tight. Jane and Evelyn from the Welfare Team have compiled a list of local events and resources that we hope may be useful to you.
Churches offering a Christmas Dinner
At least three churches in Croydon will provide Christmas dinner for the lonely and those without a home on Christmas Day from 12 pm to 2 pm.
St Mildred Church, 30 Bingham Road, Croydon CR0 7EB
Spend Christmas Day surrounded by friendly faces at a delicious festive lunch.
To attend, please fill out the form on St. Mildred’s Church website.
Contact: 0208 655 1434
St Marks Church, Albert Church, South Norwood, SE25 4JE
Contact: 0208 6569923
St Michael & All Angels Church, Poplar Walk, Croydon, CR0 1UA
Contact 07595320985 for more information.
Winter Friendship & Cake Group at St. Mildred’s Church
30 Bingham Road, London, United Kingdom
Every Tuesday, 2pm – 4pm
Support to stay connected
If you’re feeling isolated, volunteers are available to offer:
- Check-in and chat calls: A friendly phone call to brighten your day.
- Companionship calls: Regular calls (up to 3 times a week for 6 weeks) from the same volunteer.
For more details or to make a referral, visit NHS Care Volunteer Responders.
To receive support, call 0808 196 3646 or request support online.
Speak to the SAMARITANS 24/7 – 35 days a year
Call: 116 123
Email: jo@samaritans.org
Mental health crisis lines
Contact the 24-hour mental health crisis line on:
Croydon: 0800 731 2864
Bromley: 0800 330 8590
Sutton: 0800 028 8000
Local food banks
Please get in touch with our Welfare Team for more information or if you need a referral to your local food bank over the Christmas Period.
Support from the local councils with food and energy costs
Local authorities may be able to help with emergency vouchers for food or fuel. However, once funds are allocated, these schemes will close. Therefore, check if your local authority Household Support Fund (HSF) accepts applications.
- Croydon Household Support Fund
- Sutton Household Support Fund
- Bromley Household Support Fund (currently closed to new applications)
Last opportunity for pension-aged residents to check their eligibility for this year’s Winter Fuel Allowance
If you are State Pension aged or over and have not already received Pension Credit, please get in touch with our Welfare Advice Service to see if you are eligible. You have until 20 December 2024 to start a claim for Pension Credit and qualify for Winter Fuel Allowance for this year.
To get in touch with the Welfare Team, please call 0800 054 6710 or email income@ccha.biz.
On Friday, 29 November 2024, between 10am and 2pm, you can join us in the office for a drop in session with the Income Team.
The Income Team are here to help you in a safe, non-judgmental, supportive environment. They can provide tailored, confidential advice if you are experiencing financial difficulties or need support. Pop down to one of our drop in sessions to meet the team!
What’s on offer at the sessions?
- Friendly assistance: You’ll have the opportunity to meet with us. We are ready to help with empathy and understanding, making the experience as supportive as possible.
- Review of finances: We will be available to review your financial situations, including rent payments, debts, and arrears (this is an ideal opportunity if you are stressed about your finances to seek guidance).
- Universal Credit and benefit advice: We’ll provide tailored, confidential advice on welfare reforms such as Universal Credit, Bedroom Tax, Benefit Cap, and Non-Dependant Deductions. We are here to assist if you need help applying for or managing benefits.
- Alternative Payment Arrangements (APAs): If you find managing monthly Universal Credit payments overwhelming, we can discuss APAs, which allow the Housing Element of your benefit to be paid directly to ccha.
- Discretionary Housing Payment (DHP): We’ll also provide information on applying for DHP, a means-tested fund that can offer additional support if Universal Credit or housing benefit doesn’t fully cover rent.
- Council Tax support: Guidance on accessing support for council tax payments will also be available.
- Wellbeing and budgeting Support: We aim to offer comprehensive advice to help you manage your finances and overall wellbeing more effectively.
If you’d like help with any of the above or have other questions about your rent, finances or benefits, do pop down on the day to speak to one of the team.
Dates: Friday 29 November 2024
Times: 10am-2pm
Location: ccha office, 29 Sheldon Street, Croydon, CR0 1SS
The holiday season is a great time to celebrate with friends and family, but it can also be stressful and costly.
It’s important that you keep paying your rent over the coming months to avoid getting behind, which can cause you more stress from January onwards.
Here are some tips to help:
Set a budget
Take some time to figure out what essentials you need to pay for, such as rent, gas, electricity, etc. Then, see how much you have left over to spend on gifts, food, or fun.
Prioritise the necessities
Pay your essential bills first, such as rent, gas, and electricity, to avoid late fees or a lack of energy over the winter. If you miss payments, you’ll have to make up for it early next year.
Increase rent payments
You could pay an extra week’s rent early in December to ease holiday expenses. If that’s too difficult, you can keep paying your rent as usual and add a little extra each week leading up to Christmas. This way, you can stay up-to-date or even get ahead.
Update the right people
Remember to inform Housing Benefit about any changes in your situation that could affect your benefits.
Ask for help
Please get in touch with us if you’re having trouble managing your bills or benefits. We’re here to help! Call the Income Team on 0800 054 6710 or email income@ccha.biz.
In this edition, we cover topics such as:
- Quick updates where you can learn about staff changes we’ve had in the last six months and who has joined our Customer Service team.
- What’s happening near you in your community.
- Money matters where Jane talks about three frequently asked questions regarding benefits.
- Complaints and how to ‘Make your voice heard‘.
Additionally, we are continuing our competitions for you to enter to win digital Love2Shop vouchers, including a chance to participate in another photography activity.
We hope that you will find this edition of Connections enjoyable. If you have any feedback, please feel free to email Sam at samm@ccha.biz.
Want to receive Connections directly to your inbox? Sign up for our email list.
We are happy to provide print versions, large print, audiotape, Braille, and translated versions if you require the newsletter in a different format. Please request yours by calling 0800 054 6710 or emailing customers@ccha.biz
