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.
Over the holiday season, our offices and phonelines will be closed. You’ll still be able to make payments or report emergency repairs though by calling us on 0800 054 6710.
We hope you have a lovely time!
Open: Tuesday 24 December 2024 – 9am – 4pm
Closed: Wednesday 25 December 2024 to Wednesday 1 January 2024
Open: Thursday 2 January 2024 – 9am – 5pm
To report an emergency repair, please call us on freephone number:
0800 054 6710
For gas servicing enquiries, please call Smith & Byford on:
020 8652 7016
If you smell gas, please call the emergency gas number on:
0800 111 999
One issue that can come up in the colder months is excess condensation, which can lead to problems such as mould growth. While small amounts of condensation are normal and usually not a problem, there are some everyday things we can all to do help prevent it.
What is condensation?
Condensation happens when moisture in the air of your home settles on a cold surface, normally a wall or window. Water will then collect on the surface and is common in our homes, especially during the winter or when cooking, cleaning, and showering. Even breathing can contribute to condensation. You may notice it on your windows when it is cold outside and warm inside. The following tips will help you prevent and manage condensation. If you still have problems after following these tips, get in touch with us to help.
Open your windows
Opening windows when cooking, bathing, showering and drying clothes helps moist air escape and prevent water collecting on surfaces.
Turn on the extractor fan
It’s always a good idea to turn on your extractor fan when cooking, showering, or bathing. This will help remove any excess moisture from the air and prevent mould growth. Next time you’re cooking up a storm or enjoying a hot shower, remember to turn on that switch!
Put lids on pans when cooking
Remember to put a lid on your pan when cooking. It will stop the steam escaping and causing condensation to form on surfaces.
Keep your home heated & set your thermostat
To avoid excess moisture, try keeping your home at a comfortable temperature. Setting the thermostat to the lowest comfortable temperature, ideally between 18 – 21°C, is a great way to keep your home a steady temperature and keep energy bills down.
Dry clothes
Did you know that drying clothes outside can help reduce moisture in your home? If you have to dry your clothes indoors, try using a drying rack and opening a window slightly or turn on your extractor fan to reduce condensation.
Move furniture away from walls
Condensation can form on cold external walls, and if furniture is resting against them, it can cause mould to form. Moving your furniture away from radiators or heaters can also help improve heat and air circulation around the room.
Put up curtains and add rugs
Curtains and rugs are essential for keeping your home warm during the colder months. It’s best to have curtains stop between the windowsill and above the radiators which allows for maximum warmth to be kept in. It’s also helpful to open the curtains in the morning and close them at dusk to let in heat from the sun and keep the cold out at night.
Twist the radiator valves
Turning up your radiators in the rooms you use the most and lower in the rooms can make a big difference in your energy bills and keep your home comfortable all year long.
Close your doors
Close internal doors and use draught excluders to help keep the heat in the rooms you use the most. This can be a great way to reduce the heat that moves into the colder areas of your home and keep you warm and comfortable.
Wipe away condensation
If you notice any condensation on a surface, wiping it down with a dry and clean cloth or towel is important. This will help prevent any potential water damage or mould growth.
If you happen to spot any signs of excess condensation, the tips aren’t helping, or you notice damp and mould in your home, please contact us right away. We’ll arrange for an inspection and provide you with guidance on the next steps to take.
We are pleased to share that this month the Regulator of Social Housing has confirmed our V1 G1 status following a stability check to see how we’ve been getting on.
V1 refers to the judgement that we meet the Regulator’s viability requirements and that we have the financial capacity to deal with a wide range of adverse scenarios.
G1 refers to the judgement that we meet the Regulator’s governance requirements.
These results remain unchanged from our grades in February 2024 and we are pleased to have achieved the highest grade possible. You can find out more on the Regulator of Social Housing’s website.
As part of our work to help you keep a Healthy Home, here’s a short video that gives you practical advice on how to reduce everyday condensation.
All homes are at risk of condensation, especially in winter, so it is important to know what to look out for and how to prevent it.
The video covers:
- How to spot condensation and what to do if you find it.
- How to prevent condensation.
- What to do if you notice damp and mould.
We hope you find the video useful and if you‘re experiencing damp and mould and the tips in the video aren’t helping, please contact us as soon as you can.