There are a number of ways that you can tell us about your complaint. Formal complaints do not have to be in writing.
Via our website:
Visit www.ccha.biz and use the “Your Home > Complaints & Compliments Button
Send your contact details and the details of your complaint to firstname.lastname@example.org.
Over the telephone:
Phone our switchboard 020 8680 7532 or Freephone 0800 054 6710 and ask to speak to our Customer Investment Officer.
You can write us a letter or fill out this form and return it to:
The Customer Investment Officer
6th Floor, Norfolk House
Croydon, CR0 1LH
Quoting the freepost reference number RRXG-YCZY-TJGE on the front of your envelope.
The Complaint Stages Explained
When your complaint is received it will be recorded on our register of complaints. We will send you a written acknowledgement within 2 working days of the date we receive the complaints.
The complaint is passed at the first stage to an appropriate manager for investigation. They will look into the matter and provide a written response to you setting out any action or investigation within 10 working days of the date you made your complaint. As part of their investigation they may review available information and speak to any relevant people involved.
If the response you receive resolves the matter for you your complaint will close. If you remain dissatisfied you will need to inform the Customer Investment Officer within 10 days from the date of the written outcome. Clearly state the reasons why you are dissatisfied and that you wish to escalate your complaint to Stage 2.
At state two a Director will investigate the matter again and provide a written response to you setting out any action or investigation within 10 working days from the date you requested your complaint to escalate to stage 2.
If the response you receive resolves the matter for you your complaint will close. Stage 2 represents the final stage in CCHA’s Complaints procedure.
What if I am still dissatisfied?
If you are dissatisfied after completing our internal complaints procedure you have the following 2 options to take your complaint further externally:
Refer your complaint to a “Designated Person” this is someone defined by the Localism Act 2011 as:
- A local MP
- A designated Panel (this is an impartial panel made up of tenants)
- A local Councillor
Wait for eight weeks and then refer your complaint to the Housing or Financial Ombudsman Service.
Their contact details are:
The Housing Ombudsman Service
Harbour Exchange Square
Telephone: 0300 111 3000
The Financial Ombudsman Service
Telephone: 0800 023 4567
The Outcome of Your Complaint
If your complaint is upheld at any stage, and it is found that CCHA has failed to provide you with a good quality service we will take action to ensure that the matter is put right straightaway. If you have paid money for a service which you not receiv3ed you may be entitled to financial compensation under our Compensation policy. Copies of these are available from the Complaints Officer.
If you want to talk to us about anything in this form we would be happy to help you. Please call 020 8633 8735 / Freephone 0800 054 6710 and ask to speak to the Customer Investment Officer.