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:
- Have up to date information about you and your family
- Understand your communication requirements and preferences
- Tailor services to meet your individual needs
- Monitor services and ensure you receive a fair and equal service
- Recruit staff who are representative of our residents
- Identify prejudice-related incidents and practices and ensure they are dealt with effectively
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.
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:
- Information in alternative formats such as large print, Braille, coloured paper etc.
- Use of email, telephone and text rather than letters.
- An interpreter or translated information.
- Communication through a representative or intermediary.
- Rest or comfort breaks in meetings.
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.
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 at ccha are saddened by the news that our last founding member, Peter Juniper, has passed away at the age of 93 years.
As a Croydon man born and bred and churchgoer in Thornton Heath, he worked tirelessly from 1966 to set up ccha which officially became a housing association in 1967. Peter remained heavily involved in the association for many years as a volunteer and committee member and took a keen interest in our progress.
Over the years, Peter would pop into the office on his way into Croydon to do his shopping and he would readily chat with staff. His stories of how ccha first started were so engaging.
I personally feel privileged to have known him and know that he will be remembered fondly by all those that met him over the years. Our thoughts are with his family and close friends.
-Tracy Cullen
Dear Residents,
The ccha Board has recently met to discuss the low resident satisfaction scores reported at the end of March. Our mission is to deliver on our promises, and we have a specific aim to achieve high customer satisfaction. However, overall satisfaction with our service has dropped to 62%. This is the lowest figure we have recorded. We are sorry that we are not meeting your expectations. The level of service is not where we want it to be, and we can only apologise for this.
The Board and the Leadership Team of ccha take responsibility for getting our service back on track. This is our number one priority. The resident survey indicates that the main reason for the lower satisfaction are issues with the repairs service. In the most recent survey, the most frequently commented reasons for dissatisfaction were timescales for carrying out repairs, outstanding or forgotten repairs, and staff not returning calls. There were also complaints of damp and mould in our homes, and the quality of some repairs.
We are working closely with our contractors to improve the repairs service and to address issues such as call handling, responding to queries and giving residents a better customer experience overall. We are in the process of recruiting two new staff members at ccha to focus on customer service and we plan to increase our on-site presence with more resident engagement activities and regular visits by our Leadership Team. We hope that you will start to see an improvement in the coming months.
Once again, we are sorry that our service is not what it should be. We thank you for the feedback you have given us and your patience whilst we work on improvements.
Yours sincerely,
Heather Thomas
Chair of ccha on behalf of the Board
ccha is now an official adopter of Together with Tenants.
Together with Tenants is a national charter that aims to strengthen the relationship between residents and housing organisations.
The charter was developed by the National Housing Federation (NHF) with many housing organisations and customers from across the country, in response to the Grenfell tragedy and subsequent housing green paper.
The charter contains 6 commitments which are:
- Relationships: Housing associations will treat all residents with respect in all of their interactions. Relationships between residents and housing associations will be based on openness, honesty and transparency.
- Communication: Residents will receive clear, accessible and timely information from their housing association on the issues that matter to them, including important information about their homes and local community, how the organization is working to address problems, how the organization is run, and information about performance on key issues.
- Voice and influence: Housing associations will seek and value the views of residents, and will use this information to inform decisions. Every individual resident will feel listened to by their housing association on the issues that matter to them and can speak without fear.
- Accountability: Collectively, residents will work in partnership with their housing association to independently scrutinize and hold their housing association to account for the decisions that affect the quality of their homes and services.
- Quality: Residents can expect their homes to be good quality, well maintained, safe and well managed.
- When things go wrong: Residents will have simple and accessible routes for raising issues, making complaints and seeking redress. Residents will receive timely advice and support when things go wrong.
We encourage residents to share your thoughts on the charter and how we can deliver on these commitments.
If you would like to find out more about the charter, please visit the National Housing Federations website: https://www.housing.org.uk/our-work/together-with-tenants/