From 27 October 2025, Awaab’s Law came into effect. This important legislation was introduced after the tragic death of two-year-old Awaab Ishak in 2020, caused by long-term exposure to mould in his home.
The law is designed to protect social housing residents by ensuring that serious health hazards, such as damp and mould, are dealt with quickly and effectively. We’re committed to being proactive and promptly addressing any concerns you have.
How to report any issues
For any emergency or urgent repairs, please call us (ccha) on 020 8680 7532, or freephone 0800 054 6710. Please do not email us, as we may not pick this up as quickly as a call.
If you’re unsure whether it’s damp or mould, give us a call to chat it through. We’re here to help.
We may ask you to send us some photos or videos to help us assess the situation in more detail. If you aren’t able to do this, don’t worry, we’ll take as much information as we can over the phone.
What will we do?
If you report any emergency hazards, such as damp or mould, we will investigate and make safe within 24 hours.
If the case is significant, a surveyor will visit within 10 working days and 28 days for routine cases.
After the survey, we will provide a written report within three working days, explaining what happens next.
More information on damp and mould
Check out our Healthy Home Handbook for more information on things to look out for.
Our Annual Report for 2024/25 is available to read online.
It’s the final year of our business plan, ccha2025, and we’re pleased to share how we’ve been getting on. As well as sharing our performance against our main objectives, we also cover a snapshot of the year, information about the board, and our financial and complaints statistics.
“This year was about truly listening to our residents — their voices have shaped our priorities, especially around improving repairs and communication.” – Maureen Adams, Chair of ccha
If you’d like the Annual Report in an alternative format, please let us know by calling 020 8680 7532, freephone 0800 054 6710 or email us at customers@ccha.biz.
We hope you enjoy reading this report and if you have any feedback, let us know on the details above.
ccha2030 sets our direction for the next five years. We’ve been listening and have amended our commitments to better suit your needs. Our Chief Executive, Tracy, shares more about how we came to these commitments and what you can expect from us over the coming years.
Read ccha2030 on our digital platform.
If you’d like a print copy of the plan, or it in another format, please get in touch with us at citeam@ccha.biz or call us on 020 8680 7532, or freephone 0800 054 6710.
Staying updated
Our annual report looks at how well we’ve done against the business plan commitments for the previous year.
Our Corporate Business Plan updates will give you an insight into the projects for the upcoming year.
Make sure you’re signed up to our email list to get updates on how we’re performing.
From 27 May 2025, KNK Building Services will be ccha’s main repairs contractor for the next 3 to 5 years. They will be carrying out repairs to tenant’s homes and communal areas.
KNK went through a thorough procurement process with us where we considered both the quality of their work and service delivery as well as the cost. KNK scored the highest on these against other applicants.
You may have already met KNK in the last couple of months as they have helped us with some repairs in that changeover time. We are looking forward to working with them further to deliver the repairs service you deserve.
A message from KNK
“KNK was established in 1997 and is a local company specialising in responsive repairs and maintenance for social landlords. We are a medium-sized family-run business employing more than 90 staff from the neighbouring community.
Our mission is to provide a service which ensures value for money, efficiency and reliability. We work collaboratively with our clients to provide a service which has benefits for both the client and their residents.
We are looking forward to working with the team from ccha in providing a service in which we share mutual values of social, environmental and ethical corporate responsibilities.”
How do I report a repair?
For urgent and emergency repairs, please call ccha on 020 8680 7532 or freephone 0800 054 6710.
For non-urgent repairs, you can email customers@ccha.biz.
For gas heating repairs, you can contact Smith and Byford directly on 020 8652 7016 or cchagas@smithandbyford.com.
Each year, we want to find out what you think about our services, and we do this mainly through our satisfaction survey. Over the past three years, Acuity Research & Practice Ltd has been supporting us with this, making the calls and helping us get this feedback from you, our residents.
As of April 2025, we’re continuing with them for another two year contract.
The results they collect are used to calculate our annual Tenant Satisfaction Measures (TSMs) which we publish on our website, annual report and in our newsletters. These results are also reported back to the Regulator of Social Housing.
How does it work?
Every three months, Acuity will select a group of residents to contact. They will call those residents, introducing themselves saying they are calling on behalf of ccha who wish to carry out a short satisfaction survey with you.
They will call from the number 020 3807 5283.
They will ask you a series of questions where you can rank your satisfaction and also have the chance to comment.
We look at all the results to see which service areas are doing well and which need improving, and use your comments to see what the problems are.
If you’ve opted in to be contacted, you may get a call from one of our colleagues to discuss your comments further to find out exactly how we can help and if you’re situation has been resolved.
If you get a call and have the time, please do share your thoughts. Your feedback is essential in us knowing where we need to improve.
Opting out
If you don’t wish to take part and have opted out previously, this will have been recorded. However, if you are contacted this year and don’t wish to participate, please inform the researcher when they contact you or let us know by emailing citeam@ccha.biz or calling 0800 054 6710.
Data sharing
All contact details will be shared on a strict protocol basis which meets the requirements of the Data Protection Act and securely destroyed within 1 year of provision. If you would like further details about the use of your personal data in relation to this research, then please contact us or refer to our privacy notice which can be found on our website.
If you have any questions or wish to opt out, please contact the Customer Investment Team on the details below.
You will need to contact ccha directly from 24 March 2025 to report a repair.
- Call us on 0800 054 6710 or 020 8680 7532.
- Email us on customers@ccha.biz.
Why is how I report a repair changing?
Our contract with Axis is coming to an end on 31 March 2025.
We’re taking repair calls in house following your feedback. This gives us better oversight of the repairs and will hopefully improve the service you receive.
Who will be completing my repairs?
We’ll be working with a variety of repairs contractors to get your repairs completed. This will continue until we complete the procurement process for the new repairs contractor who is taking over from Axis.
Our Customer Service Advisors will take your call and either book you an appointment or you’ll be contacted by a colleague or contractor to confirm a date and time.
How do I report gas heating or boiler problem?
Smith and Byford is still managing your gas boiler and heating repairs and servicing. You can report those repairs by calling 0800 054 6710 and selecting the option for gas and boiler repairs.
This month we’ve sent out letters to let you know about changes to your rent and service charges.
You should have received them by now, but if you haven’t, please do get in touch.
We know this may be a stressful time for some, and we’re here to help. We’ve taken your frequently asked questions and created a few new webpages to answer them.
If you’re worried about making payments on time or have any concerns over the letters, please get in touch as soon as possible so we can support you.
- Call us on 0800 054 6710
- Email us on customers@ccha.biz
Since our January update, we have shortlisted and interviewed potential contractors and following this thorough procurement process, results show that our ‘preferred bidder’ for the repairs and maintenance contract is KNK Building Services Ltd.
Formal notice has been sent to leaseholders and once this period of consultation is over, we hope to award a contract starting from 1 April 2025. Once this has been confirmed, we will be in touch to let you know who will be completing your repairs and what to expect from the service.
For now, you can continue to report repairs in the usual way.
Following our November update, we are currently at the stage of the process where contractors are submitting their applications to us for review. It’s important to us that this process is carried out thoroughly to make sure we bring in the right contractors who meet your needs. Once we have shortlisted suitable contractors, we will be inviting them to be interviewed.
As we mentioned in our previous letter, timeframes may change as this project progresses and we still are on track to award a contract by 1 April 2025 and have a process in place to make sure the service to you is not affected while we change to the new contract model.
Once we have selected our contractors to deliver our repairs service, we will be in contact with you to let you know who they are, when they will be starting and everything else you need to know about reporting repairs.
We apologise that the portal has been down since November. We have been looking into the issues and it has taken us longer than anticipated to find a solution. We hope to write to residents in the new year with a plan for the portal offering.
In the meantime, you can pay your rent or check your accounts by:
- Calling us on 0800 054 6710:
- Press option 2 to make an automated payment.
- Press option 3 to speak to a Customer Service Advisor who can help with taking payments, send rent statements, order a rent card, set up or change your direct debit or can put you in touch the Income team to discuss payments plans.
- Visiting https://www.allpayments.net/ to make a payment if you have a rent card.
- Visiting a PayPoint or post office to pay rent in person if you have a rent card.
- Email us at customers@ccha.biz requesting a rent statement.
Thank you for your patience while we look into this.
Please note, we are closed over the holiday period from 4pm on 24 December and will reopen on Thursday 2 January 2025.