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.
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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
The Winter Fuel Payment, typically ranging from £100 to £300 per person of State Pension Age, is an annual assistance the Department for Work and Pensions provides to help with heating costs. It is normally paid automatically into your bank account between mid November and Christmas if you are aged 66 or over. However, the recent government changes means these payments have been stopped for individuals not receiving the guarantee element of Pension Credit.
The Pension Credit Guarantee is available to those on a low income. If you are of State Pension Age or will reach it within the next four months, it is recommended that you contact ccha and inquire about potential entitlement to Pension Credit by speaking to the Welfare Team.
Given the financial challenges many residents face, especially concerning energy bills, it is important to reach out if you need support. We strongly advise individuals of State Pension Age who feel they will struggle to put their heating on this Winter to contact us. Additionally, you can seek information about the Household Support Fund from your local authority.
You can contact us at 020 8680 7532, or on the free number 0800 054 6710, or by email at customers@ccha.biz.
It’s crucial to remain cautious and vigilant against potential scams related to winter fuel payments. To protect yourself, avoid clicking on suspicious links or opening unfamiliar texts.
Holiday breaks are an exciting time for young children, but it can be a challenging time for parents who can’t afford to send their kids to clubs for 6 weeks. There are however plenty of fun and budget-friendly activities that your kids can do during their break. Here are some ideas to keep your little ones occupied and entertained without breaking the bank.:
- Explore the outdoors: When the sun is shining, it’s the perfect time to enjoy the great outdoors. Take your kids to the park, or beach or hike in the woods. You can also organise a picnic or a barbeque with your family and others. Encourage your kids to collect rocks, shells, and other natural materials that they can use for arts and crafts.
- Arts and crafts: Children love to get creative, so why not set up an arts and crafts station at home? You can use recycled materials such as cardboard boxes and egg cartons to make crafts. Let your kids explore their imagination and create something unique.
- Read books: Reading is a great way to keep your kids’ minds active during the break. Take your kids to the library and let them choose books that interest them. You can also organize a reading challenge and reward them for completing a certain number of books
- Learn a new skill: When off school, it’s a great time to learn something new. You can teach your kids how to cook, bake, or garden. You can also sign them up for a free online course or a workshop in your community.
- Family time: Spending quality time with your family is one of the best things you can do during the break. You can organize a weekly family game night, movie night or a backyard camping trip. It’s a great way to bond with your kids and create lasting memories.
There are plenty of activities that your kids can do during the school break without spending a lot of money. Encourage your kids to explore their creativity, learn new skills, and spend quality time with family and friends. With a little bit of planning and creativity, you can make this summer break a memorable one for your kids and yourself.
A Resident’s story – Rent arrears
Many individuals and families are struggling with rent arrears and financial difficulties, especially in the current economic climate. Take the case of a single mother of a child with special needs, who was barely making ends meet on basic Universal Credit, with less than £500 per month to live on after rent.
Her debts were mounting and she had accumulated rent arrears, struggling to top up her gas and electric meters. She was relying on food banks, and she was suffering from a low mood and anxiety, which affected her ability to increase her earnings through work. We worked together for 5 months. During this time, we successfully applied for a Disability Living Allowance for children for her son, Personal Independence Payment for herself and the sickness component of Universal Credit. We cleared her utility debt with £250 worth of vouchers and applied for 50% off her water bills and a Discretionary Housing Payment to clear the rent arrears.
Six months later, her income has increased to over £1600 per month after rent. She is managing her bills and has not incurred any further rent arrears. She now feels in the right ‘head space’ to start counselling with a view to returning to work as a beauty therapist.
This is one example of how we have helped residents in times of need. If you face similar challenges, don’t hesitate to contact us by calling 0800 054 6710 or emailing customers@ccha.biz. One of our team members will connect you with Jane, our Welfare, Benefit & Debt Officer.
The 2024 window cleaning schedule for ccha properties is available.
View the window cleaning schedule 2024 here.
We organised the schedule by start date (January, February or March) and postcode. If your postcode isn’t in the first table, please scroll down to the following pages.
You can read more about window cleaning in our Frequently Asked Questions section.
If you have any questions about window cleaning at your property that isn’t covered in the FAQ linked above, don’t hesitate to get in touch with our Customer Service Advisors on 0800 054 6710 or email customers@ccha.biz
Make sure you have your say!
As you may know, there are upcoming May elections and the next General Election. To vote in these elections, you now need a Photo ID. Don’t let a lack of photo ID stop you from having a voice in who runs our country. Make sure your vote counts!
To vote, you’ll need one of the following types of photo ID:
- A UK or Northern Ireland photocard driving licence (full or provisional)
- A driving licence issued by an EU country, Norway, Iceland, Liechtenstein, the Isle of Man, or any of the Channel Islands
- A UK passport
- A passport issued by an EU country, Norway, Iceland, Liechtenstein, or a Commonwealth country
- A PASS card (National Proof of Age Standards Scheme)
- A Blue Badge
- A biometric residence permit (BRP)
- A Voter Authority Certificate (Note: this form of ID can only be used for voting).
In addition, you can also use one of the following travel passes as a photo ID when you vote:
- An older person’s bus pass
- A disabled person’s bus pass
- An Oyster 60+ card
- A Freedom Pass
Please note that the photo on your ID must look like you, and you can still use your ID even if it has expired. Also, the name on your ID must match your name on the electoral register. If it does not, you’ll need to either register to vote again with your new details or take a document with you to vote that proves you’ve changed your name (for example, a marriage certificate).
If you don’t have a photo ID, don’t worry! You can apply for a free ID. To get a Voter Authority Certificate for the 2 May 2024 elections, you’ll need to apply by 5pm on 24 April 2024. It’s free to apply, and you’ll just need a recent, digital photo of yourself.
If you need more information or support, please feel free to get in touch with Welfare Benefit & Debt Officer Jane on 0800 054 6710 or by emailing JaneW@ccha.biz.
Remember, your voice matters, so don’t let a lack of photo ID stop you from voting!
We know getting a hold of us during busy times can be frustrating so we’ve had a look at when this might be so you can pick when best works for you.
Our Customer Service Advisors are on hand to answer your calls, direct you to the right member of staff or help deal with your query. We can receive between 25 and 120 calls per day so you can imagine we can get quite busy!
In March, we received the most calls on Monday, with 12pm to 1pm being busier throughout the week. So, if you call then, you may have to wait a little bit. As the afternoon goes on, we get quieter, so you’ll likely get through a bit quicker.
ccha volume of calls by the hour:
A visual graph that shows what time we are busy with phone calls. Around lunch time, it’s the busiest time to reach. Between 4pm to 5pm, it’s less busy than usual.
ccha volume of calls by the day:
A visual graph that shows what days we are busy with phones. Mondays being the busiest time, and Friday’s less busy.
If we miss your call, we will try and call you back. We know that you may be calling with an emergency, so calling at another time won’t be ideal. In this case, you are welcome to wait on the line until we can take your call. If your query isn’t urgent, you could try to call us again later when we usually receive less calls.
Calling Axis
If you are calling to report a repair, Axis receives the most calls on Mondays, with Monday to Wednesday being busier and Thursday and Friday quieter.
Most of the calls come between 9am and 10am, so if you call then, you may have to wait a little bit. As the afternoon goes on, they get quieter, so you’ll likely get through a bit quicker.
Axis volume of calls by the hour:
Axis volume of calls by the day:
If you have an emergency, you can call the out-of-hour service after 5pm and a member of staff will pick up.
We hope this helps!
A Resident’s story
It can be challenging to manage money when the unexpected happens, whether due to the cost of living, loss of work, someone passing away or if your health declines. But you aren’t alone. Our Income Team is here to help.
Today, we talked about a resident with significant health problems whom we helped.
Health problems
A single resident with longstanding mental and physical health problems, who is in and out of work and surviving only on Disability Benefits and a small amount of Occupational Sick Pay, had accrued multiple debts and was receiving daily phone calls and letters from Bailiffs.
Following significant periods of sickness over the last 2 years, rent arrears had risen to over £6000, and the resident was no longer entitled to Statutory Sick Pay. The resident was also struggling to put their heating on, which was further impacting their health both physically and psychologically. The benefits for disabilities were also stopped, which made it harder for our residents.
How could we help?
With a sense of urgency, we provided the residents with an emergency fund for food and fuel, ensuring they could replenish their utility meters and purchase groceries on the very same day. Additionally, we expedited the setup of a Universal Credit (UC) claim to assist with rent and day-to-day living expenses, and facilitated an Advance Payment to cover the resident for the initial 5 weeks.
Our appeal against the Department for Work and Pensions (DWP) decision to halt disability benefits was not only successful but also resulted in a significant amount of back-dated money. The financial boost allowed the residents to clear a portion of their rent arrears. The Discretionary Housing Payment (DHP) agreed to eliminate the remaining arrears, effectively reducing the debt to zero.
Furthermore, it was important to support the resident in accessing Talking Therapies.
Our collaboration with a National Debt Charity was essential in setting up an affordable repayment plan with all but one of the debtors. This comprehensive plan has not only put an end to all the unwanted calls, letters, emails, and texts, but also established a separate payment for council tax arrears, ensuring a more manageable financial situation for our residents.
Finally, we referred our residents to the council’s Occupational Therapy department for adaptations, including a wet room, to make life at home more accessible.
If you find yourself in a similar situation, feel free to contact our Welfare Benefit & Debt Officer Jane on 0800 054 6710 or by emailing JaneW@ccha.co.uk.
The Housing Ombudsman is inviting our residents to apply to join its Resident Panel and contribute to its work to improve residents’ lives through ccha’s services.
As a panel member, you will be invited to share experiences and suggest improvements through regular meetings and virtual discussions with the Ombudsman.
You will also be asked for consultation feedback through surveys, placing residents at the centre of everything the Ombudsman does. You will learn more about the role of the Ombudsman and how you can tell your local communities about the work.
It is an exciting opportunity for all our residents to be part of the Ombudsman’s vision to embed a positive complaint-handling culture across the sector and ensure your views are heard.
The Ombudsman is looking to recruit a panel representative of the diverse demographic of residents living in social housing across England. You do not need experience as a scrutiny panel member, have made a complaint to us or have used the Ombudsman before to apply. The panel will comprise residents living in all types of housing.
Applications are open now and will close on 30 April 2024. Just be mindful that the Ombudsman may close applications early if they receive an exceptionally high level of interest.
To apply, access their website to start your application. Alternatively, feel free to find out more about it on their website.
In case you have further enquiries about the residents panel, get in touch with us on 0800 054 6710 or customers@ccha.biz
Every year, millions of pounds go unclaimed in Married Tax Allowance. Could you be entitled to backdated money?
If you are married or in a civil partnership and one of you does not earn enough to pay tax, is on benefits, studying, or is unwell, and the other earns less than £51,000 per year, you could be entitled to some of the money back. You won’t be penalised if you apply and are not entitled so it’s worth trying. Make sure to apply by 5 April 2024 and you could get some money backdated!
The rules are straightforward:
- You must be either married or in a civil partnership.
- One of you must earn below £12,750 per annum to pay tax. This includes persons on benefits, students, prisoners, and pensioners on state pension.
- The other person must be earning less than £51,000, therefore being in the 20% tax bracket.
Applying only takes a few minutes. If you’re eligible, you’ll receive the money you’re owed within a few weeks by cheque or BACS payment. Just be aware of any scams, and do not click on links in emails or text messages.
How it works:
The non-taxpayer transfers 10% of their tax-free earnings allowance to the taxpayer, who then receives some money back from previous years or a change in tax code.
The non-taxpayer should apply using the online application on the HMRC website or by phone HRMC on 0300 200 3300.
Please circulate this to friends and family, as only some eligible people know or claim it.
You can only backdate the application for 4 tax years, so don’t delay. The deadline for the maximum backdated payment is 5 April 2024.
If you have any enquiries or need support, please contact Jane on 0800 054 6710 or by emailing JaneW@ccha.co.uk.
