Get Involved

Report a repair
Report a repair
Make a complaint
Make a complaint
Rent & financial advice
Rent & financial advice
Report anti-social behaviour
Report anti-social behaviour

Have your say

In March 2023, we became 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.

Find out more and get involved on our dedicated page.

This charter helps guide us and we want you to be involved in the services you receive. There are a few different options for you to get involved, depending on the amount of time you’d like to give to it.

See below for more details, or you can download our get involved leaflet.

Residents' panel

The panel meets every two months to discuss and review ccha services. They decide the areas they'd like to look at. They can make recommendations for improvement or ask to complete a projects on a specific service area. We can support the panel with training and resources.

Consultation group

This group works to review our policies. We send them by email or post and they can be reviewed from the comfort of your home. We will provide a template for feedback and you can email or post your thoughts back to us.

Community champions

We hope to introduce this role soon. Champions attend monthly estate inspections with housing officers to point out issues and provide feedback. This may be for you if you're keen to improve standards on your estate.

Service improvement workshops

When we review service areas, we may invite residents to a one-off workshop to discuss experiences and what they want to see from the service.

Surveys

Each year, we ask you how satisfied you are with our services. These are carried out by Acuity. We may also carry out smaller surveys when we review certain service areas. Surveys can be done over the phone, in person, through door knocking or by email.

Events

Each year, we hold an open event at the office for all residents. We also hold estate action days throughout the year, and hold regular coffee mornings at our older persons schemes. These give you a chance to meet teams, raise issues and ask questions.

Interesting in getting involved or want to find out more?

Email us at citeam@ccha.biz.

Call us on 020 8680 7532 or freephone 0800 054 6710.

Resident-led changes, outcomes and feedback

From April 2024, we’ve been logging the impact residents have been having on the services they receive. We want every interaction you have with us to be meaningful and for you to know that we are listening and acting on that feedback you’ve been giving us.

Check out the resident involvement impact assessments below to see what impact residents have had on ccha services.

Resident involvement impact assessments

Resident impact – April 2023 to March 2024

In 2024, residents were able to get involved in a variety of ways. Below we share two of the larger projects we worked on with residents.

Feb 2024 - Repairs service

In February 2024, we held two workshops for residents to attend to help us build a new repairs service. 10 residents attended in person and 4 attended online. We asked them about their experience with repairs discussing how easy it was to report, whether they were kept informed etc., and if they had any other feedback for us.

We also held an online survey for those who couldn’t attend the workshops. We had 6 responses back from this survey.

Residents said that:

  • They can’t always get calls answered without delays
  • They often have to chase the contractor about their repairs
  • They are often not given an order number
  • They aren’t always confident their repairs will be completed
  • They aren’t always kept informed about the progress of their repairs
  • The top challenge they have with repairs is lack of communication.

Key themes:

  • Improve communication and keep residents updated on progress and delays
  • Improve delays on repairs
  • Improve the amount of control ccha has over repairs

What we’ve done in response:

  • We’ve ended the Axis contract at 5 years, rather than continuing for the full 10 years. Axis’ contract will therefore end on 31 March 2025.
  • We’ve made sure that the procurement process for a new repairs contractor is thorough and that the above is considered when shortlisting. Our aim is to make sure that this new contractor will meet the needs of our residents.
  • From April 2025, we’re taking repair calls in house to help improve your experience reporting and chasing repairs. This gives us better control over the repairs process.

Feb 2024 - Connections newsletter changes

The panel met with the marketing team to discuss what they liked and what they wanted to see from their newsletter. They wanted to see more about their communities, have it be more personable and still provide useful information.

Based on their feedback we have:

  • Included information about events and activities in Croydon, Sutton and Bromley.
  • We’ve included a ‘resident spotlight’ previously and will continue to build relationships with residents so we can continue these in future editions.
  • We introduced a ‘Connections Gallery’ to allow residents to share photos and get to know their neighbours.
  • We’ve made the ‘money matters’ articles a regular feature in the newsletter and the website as the panel said these were useful for financial support and advice.
  • We’ve included ‘quick updates’ in the beginning of our newsletter to provide staffing updates and also sent out emails in between newsletter with any further updates, especially about how to book appointments to visit the office.
  • We will continue to share about the President’s Fund and share good news stories about how the funding has been used.
  • We’ve shared opportunities for young people previously and will continue to look for these to share in the future.