Please note: from 1st November 2022, ccha's registered address will change to ccha, 29 Sheldon Street, Croydon, CR0 1SS. The website will be updated regularly on the move and we will share office opening dates when available.

What is a complaint?

CCHA defines a complaint as “An expression of dissatisfaction about CCHA’s action, lack of action or standards of service, where an initial response has not proven satisfactory”.

This could include for example:

  • A failure to provide a service
  • Poor quality of service or a mistake that has been made
  • Dissatisfaction with a staff member’s behaviour
  • Being unfairly discriminated against
  • Being charged an inappropriate cost for a service
  • Dissatisfaction with a decision or the way that it was made

There are some matters that can’t be dealt with within our complaints procedure. Where possible we will refer these matters to a more appropriate person. These could include for example:

  • Where 6 months or more has passed from the date the matter occurred
  • Complaints by CCHA staff
  • Legal action
  • Reports or anti-social behaviour
  • Appeals against policy decisions
  • A first request for service, information or an explanation of our policies and procedures