We’re pleased to share the results of our recent inspection with the Regulator of Social Housing.
We achieved V1, G1 and C1 ratings.
We’re inspected every four years, and this year included how we’re performing against the consumer standards, as well as the usual viability and governance requirements.
What does this mean?
Each area is assessed against certain criteria and given a score from 1 to 4, with 1 being the best, and 4 needing improvement.
- V1 – This relates to viability, meaning how financially secure and well managed we are. We received the highest score, showing we have the financial capacity to deal with a wide range of challenging situations.
- G1 – This relates to governance, meaning how well we run and oversee the organisation. We received the highest score, showing that we effectively manage risks and have strong leadership and controls in place.
- C1 – This relates to consumer standards, meaning how well we deliver services to residents. We received the highest score, showing that we are meeting these standards and, where improvements or issues are identified, we have clear plans in place to address them.
Overall, these results demonstrate that we’re operating effectively today while remaining well-positioned for the future. We’re proud of this result and it reinforces the importance of maintaining our focus on:
- Delivering a high-quality service to residents
- Continuing to strength our culture and accountability
- Ensuring we remain compliant and resilient in a changing regulatory environment.
A word from our Chief Executive, Tracy Cullen
“We are delighted with the result of V1, G1 and C1 from our recent Regulatory Inspection which has been published today. Thank you to the Regulator for making this a challenging but positive process.
This is a strong and affirming outcome for our organisation, reflecting the hard work, commitment, and professionalism of colleagues across the organisation.
There is always more to do, and we will continue to build on this strong foundation—learning, improving, and striving for excellence in everything we do.”
Read more
If you’d like to read the full judgement or more about how the Regulator of Social Housing operates, please visit the links below.
- Press release: Four landlords get C1 consumer grade from RSH
- Decision: Croydon Churches Housing Association Limited (LH0495) – Regulatory Judgement: 24 June 2026
- Regulator of Social Housing: Regulatory standards for landlords
- Regulator of Social Housing: How we regulate
Each year, we ask you what you think about our services, and we do this mainly through our satisfaction survey.
Acuity Research & Practice Ltd has been supporting us with this, making calls and helping us get this feedback from you, our residents. This year is year two of our contract with them.
The results they collect are used to calculate our annual Tenant Satisfaction Measures (TSMs) which we publish on our website, annual reports and in our newsletters. These results are also reported back to the Regulator of Social Housing.
How does it work?
1. Our partners, Acuity, randomly select around 110 residents to call every three months. This year, it will be in June, August, November, and February.
2. A researcher from Acuity will call the selected residents from the number 020 3807 5283. They’ll introduce themselves and advise that they are calling on ccha’s behalf. If you can’t complete the survey over the phone, they can email it to you to complete it. If you’d rather not do the survey, you can decline, just let the researcher know.
3. You’ll be asked how satisfied you are with various aspects of our service and you can answer ‘Very satisfied, Satisfied, Neither satisfied or dissatisfied, Dissatisfied, or Very dissatisfied’.
4. Throughout the survey, there will be opportunities to provide comments to explain your ratings and thoughts. These comments are really useful for us to know how we can improve.
5. Acuity will ask if you’d like to be contacted by ccha to discuss anything from the survey further. If you select ‘yes’, then one of our Customer Service Advisors will be in contact following the survey. They’ll address any outstanding actions you may have raised or have a discussion about your comments to get a better idea on how we can improve our services.
6. Once the required number of residents have completed the survey, Acuity will send us a report for our senior management team to review. This includes looking at the high level percentages, but also in detail at the comments. They’ll create an action plan for any trends that may come through and see how we can improve the service.
7. The report will also go to our Resident Panel for them to review for themes and trends. This will help them decide which areas of our service to scrutinise further. They will then work with us to improve these services to benefit all residents.
8. The results we share are our Tenant Satisfaction Measures (TSMs). We publish satisfaction results for all of our residents every quarter on our Performance page, and at the end of the financial year, will share the annual results for those who rent from us on our Tenant Satisfaction Measures page.
9. We also share the impact your feedback has had on our services in our resident involvement impact assessments. These are available on our Get involved page. We break down the themes and trends that have come out of the satisfaction surveys and what we’ve done in response.
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 customers@ccha.biz or calling 020 8680 7532 or freephone 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 020 8680 7532, freephone 0800 054 6710 or email customers@ccha.biz.
We’re opening our doors on 10–11 June 2026, and you’re invited!
This is your chance to hear what’s planned for the year ahead, tell us what you think, and help shape improvements across our services.
Location: ccha, 29 Sheldon Street, Croydon, CR0 1SS
Pick a session that suits you:
- Session 1: Wednesday 10 June – 10am–12pm
- Session 2: Thursday 11 June 10am–12pm
- Session 3: Thursday 11 June 2pm–4pm
- Session 4: Thursday 11 June 6pm–8pm
What’s happening on the day?
Each session includes a short introduction. After that, explore our project stands, meet staff, and enjoy some refreshments.
- Income Team: Find out how the team can support you with finances and paying your rent.
- Damp and mould: Learn how the team are tackling damp and mould and get tips to keep your home healthy.
- Out performance: Find out how we’ve been performing and what we’re doing to improve.
- Customer services: Discover how we’re improving your experience and share your feedback.
- New Customer Portal: Help shape our new online portal. Tell us the features that matter most to you.
- Residents’ Panel: Meet the panel and find out how you can get involved.
- Refreshments: Take a break and enjoy some light refreshments with us.
- And more!
Booking required – spaces are limited:
- Call: 020 8680 7532
- Freephone: 0800 054 6710
- Email: customers@ccha.biz
Need help with transport? Let us know.
We hope to see you there!
*Sessions may change or be cancelled if demand is low.
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.
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.