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. 

Take a look now now.

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.  

We know that pets can be a great source of companionship to their owners. Before considering getting a pet, please read our pet policies and procedures.

You will need to get permission from us before bringing a pet into your home, and we must consider the impact of the pet on the home and neighbours, as well as the pet’s wellbeing.  

• All residents can read our Pet Procedure to find out more. 

If you live in a flat, please be aware that pet ownership may not be permitted. Please check your specific lease or tenancy agreement for details. 

Next Steps 

If you would like to apply for a pet, and have read the policy and procedures, you can complete the application form. We aim to respond to any requests to keep a pet within 28 days.  

Need assistance? 

Please call us on 020 8680 7532 or freephone 0800 054 6710. You can also contact us by email at customers@ccha.biz. 

Can’t claim Universal Credit online? No problem.

Do you know how to migrate to Universal Credit (UC)? Especially if you want to make a claim by phone, and not online? Have you received a letter from the Department for Work and Pensions (DWP) called a Migration Notice?  

If yes, this means your old benefits are ending, and you’ll need to move to Universal Credit. 

Most residents are expected to claim online, but that’s not possible for everyone. If you don’t have internet access, struggle with technology, or have health conditions, you can make a telephone claim instead. 

So how does that work?  

First, you need to call the Migration Notice helpline on 0800 169 0328. 

When you call, the DWP adviser will ask why you can’t claim online. If a phone claim is right for you, they’ll go ahead and help you start the claim over the phone. 

They’ll ask you for key information including: 

• Your National Insurance number 

• Housing details such as how much rent you pay 

• Your income and savings 

• And who lives with you 

It’s good to have all of that ready before you call. 

They’ll also help you with identity checks, which may involve asking you to attend your local JobCenter. A DWP officer may visit your home to verify your ID, but don’t worry, they’ll guide you through it. 

If you make your claim within 3 months of getting your Migration Notice, you can get Transitional Protection. That means your payments won’t drop straight away, even if Universal Credit is lower than your old benefits. 

And if you need support, like an interpreter or someone to speak on your behalf, you can ask for that too. 

For more information, feel free to call us on 020 8680 7532, freephone 0800 054 6710 or email income@ccha.biz.