Are you thinking of getting a pet?

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.  

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: 

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:

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?  

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:  

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: 

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.

Is the Winter Fuel Payment back?

The government has made a major U-turn on Winter Fuel Payments (WFP) following backlash after removing them from all but the poorest pensioners last year.

Who will receive the allowance and who will miss out?

This year, the WFP or Winter Fuel Allowance (WFA) will be paid to people born before 22 September 1959. Pensioners with a taxable income of £35,000 or more will have to pay it back via the tax system. Residents can call us on 020 8680 7532 or learn more about how this works on the government’s UK website. Nine million pensioners will receive the allowance this year.

How much will I receive?

Whether you are below age 80 or above and have a taxable income of over £35,000, most households will receive between £100 and £300 a month.

When will I receive the money?

You will receive a letter around September/October telling you how much WFP you will receive. You should then receive your money around November/December. If you think you are eligible and don’t receive it by the end of January 2026, you can contact the WFP helpline on 0800 731 0160.

As a pensioner, do I need to apply?

Most people get the Winter Fuel Payment automatically if they’re eligible. 

What happens if my taxable income is more than £35,000?

HMRC will take back your Winter Fuel Payment through PAYE or your self-assessment tax return.

Is there support for the younger generation?

Help over the winter months may also be available for younger people, such as:

For more information, watch our 4 minute long YouTube video.

If you need support or would like to discuss this further, get in touch with Jane and Evelyn on 020 8680 7532, or freephone 0800 054 6710 or email income@ccha.biz.