Your benefits may be changing

If you receive a letter called a Universal Credit Migration Notice with a deadline on it, you’ll have to apply for Universal Credit as your legacy benefits will be stopping.

If the letter doesn’t have a deadline on it, it won’t be your migration notice, and you’ll need to wait until you get a notice with a deadline.

Don’t ignore the letter! Your legacy benefits will end the day before your deadline day, even if you don’t claim Universal Credit.

Our Welfare & Benefits Team can help:

If you’ve received your notice with the deadline on, call us on 0800 054 6710 or email income@ccha.biz for help applying for Universal Credit.

This year’s resident open event is happening on Thursday 11 July and Tuesday 16 July at our office on Sheldon Street. We’d love for our residents to join us! 

The days are split into morning and afternoon sessions and will be first come, first served. Please RSVP letting us know when you’d like to attend.  

This is a chance for you to have a look around the office and meet our staff, contractors, Board members, other residents and have a chance to raise any issues or questions you have.   

If you are hoping to speak to a particular member of staff on the day, please let us know so we can advise if they will be there.  

Dates & times available: 

Thursday 11 July – 10am to 12pm 

Thursday 11 July – 2pm to 4pm 

Tuesday 16 July – 10am to 12pm 

Tuesday 16 July – 2pm to 4pm 

Location: 

ccha, 19 Sheldon Street, Croydon, CR0 1SS 

RSVP: 

Please email citeam@ccha.biz or call us on 0800 054 6710 to let us know which date and time you’d like to attend, if there is a member of staff you’d like to speak to and if you have any dietary requirements.  

We’ll see you there!

This March, Heather Thomas stepped down as Chair of ccha after serving her two terms in the position. In her stead, we welcome Maureen Adams who joined us on the Board in January 2024 and officially took up her position as Chair in April 2024.  

Maureen has been in housing for over 25 years and has a wealth of knowledge in housing, communities, and customer service and is an experienced Board member. 

We spoke to Maureen about what she is looking forward to now she is Chair: 

Headshot of Maureen Adams.

Maureen Adams, Chair of ccha

“I am delighted to have joined ccha as Chair this year to continue Heather Thomas’s excellent work as Chair over the last seven years.

It will take me a little while to get to know ccha, its staff, and its residents, but I hope to do so as quickly as possible. It’s a privilege to join a housing association rooted so firmly in its community and with such a great team. 

I firmly believe in the importance of supporting communities to thrive and create a sense of belonging, something I grew up with in Northern Ireland. I am pleased to be part of an organisation delivering good quality homes. My professional background has involved working for over 12 years as a Director of Operations where I was involved in services to prevent homelessness, housing for older people and resident engagement. I have spent many years talking to people about the value of their homes to them and how to deliver services that meet the needs of the whole community, so I know that how we listen to and respond to our residents makes a difference. 

When I am not working, I like to spend time with my young granddaughter, which reminds me that the choices we make now also support the next generation.” 

We’d like to welcome Maureen to ccha and hope both residents and staff will get to meet her soon. 

Heather Thomas welcomes Maureen to the role: 

Headshot of Heather Thomas.

Heather Thomas, former ccha Chair and Board Member

“I am delighted that as I step down from my role as Chair of ccha, I am passing the torch to

Maureen Adams, who I know will lead the organisation to even greater heights. I extend my best wishes to everyone at ccha, including the residents, staff, and Board, for a successful future.” 

You can read more about Heather’s time as Chair in her article ‘Reflections of an Outgoing Chair’.

More information about our Board and Committee Members can be found on our website. 

I became a Board member of ccha in 2017 and became the Chair in 2019, and this March, I stepped down as Chair having now reached the end of my two terms.

One of my first key decisions when I started as Chair of the Board was the approval of the ccha business plan 2025. I was really pleased with the new plan because it had been based on extensive consultation with ccha residents, staff, and the Board and set out our 5 key themes:

In early 2020, we had the pandemic and my focus as Chair was working with the CEO, Leadership Team, and the Board to ensure that our residents and staff were safe. This was a challenging time for all of us. ccha emerged from it and started on a new path which was crystallised with the opening of a new office in the heart of Croydon in 2023.

However, we were moving forward against a backdrop of volatility in the economic and political environment. The highest rate of inflation in over 40 years, a cost-of-living crisis for many of our residents, continual news stories about the poor condition of housing and the services received by residents, and no long-term housing policy. It was disappointing but not surprising that we saw a fall in overall customer satisfaction like many other housing organisations during this time. I am pleased to see the start of an upturn in resident satisfaction although there is still some way to go before ccha achieves the customer satisfaction levels that it had previously attained.

I Chaired my last meeting at ccha in February and it was fitting that just before this we had confirmation from the Regulator that ccha had regained its G1/V1 rating. I know how hard the staff team and Board have worked to accomplish this. This was no mean feat and I feel very proud of ccha for achieving this.

During my time as a Chair and Board member, I have had the privilege to meet residents in person and online and discuss the services that ccha provides and where we need to improve. My interactions have shown me how important ccha is as a locally based landlord and I saw that many residents have been with ccha for years and forged a long-lasting relationship with the organisation.

Some of my happiest times as Chair have also been to see the many new homes that ccha has built and developed. I can say that without exception our new homes have been built to a high standard. I am so proud of the contribution that ccha has made and will continue to make in meeting the huge housing need that exists. As a ‘place-shaping’ organisation with strong roots in Croydon, ccha has always been committed to the wider community and I am pleased that we were a founder member of the legacy youth zone in Selhurst which provides vital support to children and young people in the Borough and through other local partnerships.

Reflecting on my time at ccha, it feels like I have been Chair at a time of change and uncertainty, and I feel very fortunate that ccha has had the organisational strength to weather the storms. I have seen my role as Chair very much like a conductor of an orchestra – enabling and engaging colleagues to bring out the best and make the right decisions for ccha and its residents.

Throughout my time as Chair, I have worked closely with the Chief Executive, Tracy Cullen, who along with the Leadership Team and staff at ccha has shown immense commitment and resilience. My fellow Board members have also been a great source of expertise and support. So, I know that as an outgoing Chair, when you get an organisation such as ccha that is well-run, with a commitment to deliver quality services and is known and trusted by the local community, the value it delivers is immense. I feel honoured to have been part of this.

I am extremely grateful to my fellow Board members, the staff, the Chief Executive, and the Leadership Team for their support during my tenure as Chair. I became a Board member of ccha in 2017 and became the Chair in 2019, I took over from Steve Benson, who sadly, only very recently passed away. Steve’s passing has made me realise even more that as the Chair you act as a steward for the organisation, and that organisation at its essence is about people, both residents, staff, and Board colleagues working together to create a legacy that you pass on.

I am delighted that as I step down from my role as Chair of ccha, I am passing the torch to Maureen Adams, who I know will lead the organisation to even greater heights. I extend my best wishes to everyone at ccha, including the residents, staff, and Board, for a successful future.

Heather Thomas

Headshot of Heather Thomas.

Former Chair and Board Member of ccha

This year, we’ve invited ccha residents to take part in our Customer Needs Review which will help us understand your household needs and how we can tailor our services to you.  

If we have your email address, you should have received an email with a personalised link to the website survey.ccha.co.uk. When you fill out this form, please include as much detail as you can, as the information you provide will help us understand how best to communicate with you, ensure you receive a fair and equal service and improve our services to you in the future. 

If you complete the online form by Tuesday 20 April 2024, we will enter you into a prize draw to win £100.  

Resident who completed the form by Sunday 31 March 2024 will be entered into a prize draw to win £200.

Why are we asking you to complete this review? 

We are committed to ensuring you receive the services you require and are treated fairly. In 2021, we released our latest Equality, Diversity and Inclusion Strategy and as part of this, we are collecting information to help understand what you need from us. With this data, we can review how we are doing and how we can adapt to your needs.  

This information will help us: 

You can read our Equality, Diversity and Inclusion Statement on our website.  

What will we do with this information? 

The information you provide on this Customer Needs Review will be used by us or, where appropriate, by other organisations working on our behalf for the purposes of fulfilling our obligations as your landlord. We keep all information you give confidential, and it will only be used by us and our contractors and partners to supply and monitor our services to you.  

All data will be handled in line with our Privacy Notice. 

What if I can’t complete the form online? 

Please contact us if you are having trouble completing it or would prefer to do it over the phone or in person, we can support you with this. You can call us on 0800 054 6710 or email customers@ccha.biz

This year, we’ve invited ccha residents to take part in our Customer Needs Review which will help us understand your household needs and how we can tailor our services to you.  

If we have your email address, you should have received an email with a personalised link to the website survey.ccha.co.uk. When you fill out this form, please include as much detail as you can, as the information you provide will help us understand how best to communicate with you, ensure you receive a fair and equal service and improve our services to you in the future. 

If you complete the online form by Tuesday 20 April 2024, we will enter you into a prize draw to win £100.  

Resident who completed the form by Sunday 31 March 2024 will be entered into a prize draw to win £200.

Why are we asking you to complete this review? 

We are committed to ensuring you receive the services you require and are treated fairly. In 2021, we released our latest Equality, Diversity and Inclusion Strategy and as part of this, we are collecting information to help understand what you need from us. With this data, we can review how we are doing and how we can adapt to your needs.  

This information will help us: 

You can read our Equality, Diversity and Inclusion Statement on our website.  

What will we do with this information? 

The information you provide on this Customer Needs Review will be used by us or, where appropriate, by other organisations working on our behalf for the purposes of fulfilling our obligations as your landlord. We keep all information you give confidential, and it will only be used by us and our contractors and partners to supply and monitor our services to you.  

All data will be handled in line with our Privacy Notice. 

What if I can’t complete the form online? 

Please contact us if you are having trouble completing it or would prefer to do it over the phone or in person, we can support you with this. You can call us on 0800 054 6710 or email customers@ccha.biz

Dear residents,

You may have noticed an increase of Covid-19 related news articles lately. A new variant has been identified and due to this, the vaccination schedule has been brought forward. As of 8 September, there have only been 34 cases in England, and it is too early to draw conclusions about the impact this will have.

The NHS will contact residents in England directly to arrange vaccinations if necessary and our staff will still be working as normal. If you are feeling unwell and have tested positive for Covid-19, please do let us know if we are due to attend your home so we can reschedule.

Thank you.

We’ve recently reviewed our Reasonable Adjustments Policy which can now be found on the website.

Read the policy here.

We are committed to making sure our services are easily accessible for you and we can make adjustments if you have any additional needs or disabilities.

What can we do?

Some examples of what we can offer include:

If you feel you need adjustments in how we communicate with you, please let us know so we can see what we can do.

If you need an interpreter or translator, you can call LanguageLine on  0800 169 2879 and ask to be put through to us or email us at customers@ccha.biz to request a call back.

Dear Residents,

We have recently reviewed our Anti-Social Behaviour (ASB) Policy, which is now available to view on our website.

Read the policy here.

Thank you to all residents who gave us feedback during our consultation of this policy. Feedback to your comments can be seen below.

If you are interested in getting involved in future consultations, please contact the Customer Investment Team by emailing citeam@ccha.biz.


You said:

When we report ASB no one gets back to us.

We did:

Communication and updating residents on the case is very important. Therefore, we have amended our policy so that once a report of ASB has been made, it is considered an ASB incident and depending on the risk will be classed as either High, Medium, or Low. We will respond accordingly and within our agreed timescales. Please see section 2.1 of our policy for details.

We will then complete an Action Plan which outlines next steps and how often the victim is to be updated. This plan must be agreed and signed with the victim once the case has been logged. Please see section 5.4 of our policy for details.

Our Neighbourhood and Housing Services team must comply with these customer standards and keep residents updated.


You said: 

How will ccha make the policy victim centred and safeguard vulnerable residents?

We did:

To ensure we deal with cases in a victim centred approach and safeguard vulnerable residents, at the point of reporting, officers will check for any indications of vulnerability with the victim or victim’s household members. Please see section 7.2 of our policy for details.

We also have a separate Safeguarding Policy (referred to in the ASB policy) which provides more guidance to staff.


You said:

ASB regarding noise should be categorised as a high risk.

We did:

We have considered your suggestion, however as this type of complaint can be reported to the local council environment health team, we will not be making it a higher priority. We will deal with noise complaints within the timescales laid out in section 2.1 of the policy. Residents can find out more on how to report noise complaints on the Croydon Council website.


You said:

Timescales for fly tipping reports should be changed.

We did:

We have considered your suggestion, however, due to the constraints of the service contract, we are unable to make any changes to the timescales for fly tipping at this time.

We’ve been working with Axis to provide you with a handy guide on how to look after your home. We still carry out the main repairs, however there are some tasks that are residents responsibilities, and this guide will hopefully help you to do those.

View the booklet here.

The booklet covers but is not limited to:

The guide has written instructions on all tasks and provides video guides on some of the topics to show you how to do the task.

Make sure to read the Health & Safety Section before starting and if you are unsure of what you can do in your home, check the notes or contact us to confirm.

We hope you find this useful, and don’t forget you can still report your repairs to Axis or Smith & Byford as usual.

Axis (for general and communal repairs): 0800 056 7068

Smith & Byford (for gas boiler issues): 0800 169 7703

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