With so many changes happening, keeping you informed and ensuring you have all the resources you need is vital. Jane and Evelyn are here to answer your questions, provide guidance, and help you navigate the process seamlessly.
Check out our latest video answering our most recent enquiries by our residents.
If you want require support from our our Welfare Benefit & Debt team, please call us on 020 8680 7532, or our freephone 0800 054 6710. Alternatively, you can email income@ccha.co.uk.
On 10 and 11 June 2025, we hosted our resident open event at our office on 29 Sheldon Street, bringing together over 50 residents for an engaging and productive meetup. The event connected our staff, contractors, and board members with our residents, giving a sense of community and collaboration.
During the event, residents actively took part in discussions and addressed their concerns. A massive thanks to our contractors, KNK, Smith & Byford and Chequers, who helped residents with their questions.
Many of our residents appreciated our team’s openness and willingness to listen to their needs. It was heart-warming to see residents connecting, sharing stories, and building relationships.
One of the residents said, ‘Meeting the staff in person, many of whom I’ve only spoken to over the phone, was such a pleasure. It was wonderful to meet Debbie and her team finally, my housing officer, the transfer locator, contractors from KNK and Smith & Byford, a board member, the marketing officer, and Martin. Not to forget our director, who left a lasting impression with a gentle, caring, and approachable nature.’
Additionally, everyone who attended will be entered into a raffle. We’ll announce the winners next week. We look forward to next year’s open event, where one of the sessions will be in the evening to allow those working during the day to meet us.
Join us next Tuesday or Wednesday at our offices to meet staff, contractors and other residents.
This is your chance to have a look around and meet our new repairs contractors KNK!
Location: ccha, 29 Sheldon Street, Croydon, CR0 1SS
Dates & times available:
- Tuesday 10 June – 10am to 12pm
- Tuesday 10 June – 2pm to 4pm
- Wednesday 11 June – 10am to 12pm
- Wednesday 11 June – 2pm to 4pm
Sessions are first come first served.
To RSVP, please call us on 020 8680 7532, freephone 0800 054 6710 or email citeam@ccha.biz. Let us know what date and time you’d like to attend, if you have any dietary requirements and if you are keen to see any staff in particular.
To ensure that your missed bin collection is reported and resolved quickly, check your local council’s website.
Once you have the necessary information, you can report a missed bin collection by contacting your local council directly. This is done by phone or online, and you will need to provide your address and the type of bin that was missed. Some councils may require you to provide more information, such as the date and time the bin was put out for collection.
Most councils have a time limit for reporting missed collections, so it’s best to report it as soon as possible.
If your bin has been missed due to a particular issue, such as a blocked road or adverse weather conditions, your council may provide additional information on when your bin will be collected. Sometimes, they offer a temporary solution, such as an extra collection or communal bins.
Reporting a missed bin collection is simple:
Proper waste disposal is important for a clean and healthy environment
You should always use the right bags for different waste types: food waste in compostable bags and general waste in black bags. This helps ensure that waste is collected correctly.
Recycling is important too
Use designated bins for paper, cardboard, plastics, glass and cans. Rinse containers to avoid contamination, and check recycling symbols, as not all plastics can be recycled.
Hazardous waste, such as chemicals, batteries, and electronics, must be disposed of separately to protect health and the environment.
Always dispose of waste on designated collection days to avoid attracting pests and creating issues for neighbours.
In the next few weeks, we will share with you tips on how to:
- Report a missed bin collection
- Finding out about your bin collection days
- How to report a bulk waste collection
- How to report fly-tipping
Following these guidelines will help you and your surrounding to keep the community clean and safe.
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.