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.
Do you know the schedule for your window cleaning?
The 2025 window cleaning schedule for ccha properties is available for you to view.
View the window cleaning schedule 2025.
We organised the schedule by start date 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, please get in touch with our Customer Service Advisors on 020 8680 7532, freephone 0800 054 6710 or email customers@ccha.biz.
Do you know how to make a complaint?
If you aren’t happy with the service you’ve received or the length of time it took, please let us know.
We can accept complaints over the phone, by email, in writing or by completing a form on our website. If your complaint is regarding a neighbour you can complete the report anti-social behaviour form.
We want to fix issues when they go wrong, and once you’ve made a complaint, we have 5 working days to let you know we’ve received it.
We then have 10 working days to respond to your complaint. We hope that we can resolve your issue in this first stage, but if not, you can escalate the complaint to stage 2 within 20 working days from the date of the letter.
Complaints help us identify areas for improvement and take necessary actions to address them. This helps improve the quality of our service and foster a sense of trust and transparency between us all. Complaints can also alert us to potential health and safety hazards, ensuring a safe and livable environment for you and your neighbours.
For more information on our complaints process, please read our:
If you need to make a complaint, contact us and speak to one of our Customer Service Advisors on 020 8680 7532, freephone 0800 054 6710 or email customers@ccha.biz.
We’ve recently reviewed our Compensation Policy and this is now available to view on our website under Useful Documents.
The policy sets our approach to compensation claims. This includes what can and cannot be claimed, and the type of compensation appropriate for different situations.
We’re also consulting with a group of residents on this policy to get their feedback. Their thoughts will be shared on our Get Involved page.
To participate in future consultations, please contact our Customer Service Advisors on 020 8680 7532 or freephone 0800 054 6710. You can also email us at customers@ccha.biz to get involved.
The Ministry of Housing, Communities and Local Government (MHCLG) is recruiting members for its resident panel.
If you’re interested in joining, you can:
- Provide feedback on government housing policies.
- Share real case experiences on social housing issues.
- Participate in discussions with Ministers and officials.
Anyone living in social or affordable rent homes, or low-cost homeownership, can apply.
Visit their website to apply for the role.
The application deadline is Sunday 7 September.
We’re thrilled to share the latest news in this year’s summer Connections 2025.
This summer, we’re bringing you:
Latest updates: Get the latest information on our staff, our last open event and access to our recent policies.
Resident spotlight: Read about JJ Appleby, a proud father, football lover, and award-winning reggae artist who moved to the UK from Jamaica a long time ago.
How communities can help your wellbeing: If you’re feeling disconnected, get tips on to boost your wellbeing with your community.
Support against glaucoma: This summer’s Connections raises awareness of glaucoma, a serious eye condition that can cause vision loss without early signs. Learn if you’re eligible for a free test and how Glaucoma UK can support you.
Money matters: Join Jane and Evelyn as they discuss the changes to Winter Fuel Payments.
Competition time: Join the fun and challenge your wordsearch skills by finding 20 languages.
We hope you enjoy our latest Connections edition. If you’d like a print copy, please get in touch with us at citeam@ccha.biz or call us on 020 8680 7532, or freephone 0800 054 6710.
If you have any feedback about Connections, please email it to Sam at samm@ccha.biz.
Want to receive Connections straight to your inbox? Sign up for our email list today.
Stay connected and happy reading!
We’ve partnered with Croydon Citizens Advice Bureau (CAB) to offer free support to residents who live, work, or study in Croydon.
What kind of support can I get?
- Advice on your energy bills
- How to switch energy suppliers
- Give you clarity with your meter issues (including prepayment & smart meters)
- Discuss grants and financial support
- Income maximisation
- General debt advice
When are the meetings taking place?
Meetings will take place every last Friday of each month. The next four appointments taking place at our office are:
- 29 August
- 26 September
- 31 October
- 28 November
Where are the meetings taking place?
Private sessions will take place in our office and will be treated with confidentiality.
Office: ccha, 29 Sheldon Street, Croydon, CR0 1SS.
You’d need to book an appointment with our Welfare and Income team to attend. Contact us at 020 8680 7532, freephone 0800 054 6710, or email income@ccha.biz.
Repairs to my home (not gas related)
For emergency or urgent repairs, please report it to our Customer Service Advisors (CSAs) on 020 8680 7532 or freephone 0800 054 6710. You can also email non-emergency repairs to customers@ccha.biz.
If you contact KNK to report your repair, you’ll be redirected back to us. By calling us directly, Debbie and her CSA team can ensure your repair is logged. This will help us to:
- Keep track of your repairs – from recent surveys, you’ve told us you want us to have better oversight of repairs. Reporting them to us directly helps us to do this.
- Update you on the repair – Our CSAs will log your request, and the repairs team will prioritise and forward it to the right contractor. They, or the contractor, will then contact you to book an appointment.
Gas boiler related issues
For all heating and gas servicing enquiries, call Smith & Byford on 020 8652 7016 or email cchagas@smithandbyford.com.
If you think your gas appliance is unsafe, turn it off and contact Smith & Byford using the above telephone numbers. They will attend to test the appliance.
If you smell gas, think there is a gas leak or have reason to suspect the presence of carbon monoxide, you should immediately call the gas emergency number on 0800 111 999.
Need help?
If you’re not sure who to contact, just give us a call and we’d be happy to advise.