Complaints & Compliments

How to make a complaint

Make a complaint online by clicking here.

Alternatively, submit a complaint via email by messaging: complaints@ccha.biz.

Alternatively, you can call our switchboard on 020 8680 7532  and ask to speak to someone from the Customer Investment Team. 

Leave a compliment

Happy with how we’ve handled something? We’d love to hear from you!

You can complete our online form or let us know by calling our switchboard on 020 8680 7532 and ask to speak to someone from the Customer Investment Team, emailing the Customer Investment Team on citeam@ccha.biz.

How are we doing?

Each year, we report on how many complaints we have received and their outcome. To see how we are currently doing, please refer to the tables below.

ComplaintsQ1
Total number of complaints received10
Number of complaints received per 1000 units6.5
% complaints resolved within agreed timescale100% (target 95%)
% complainants satisfied with complaint handlingn/a
Number of compliments received7
Upheld9
Partially upheld0
Not upheld1
Withdrawn0
Complaint type Q1UpheldPartially upheldNot upheldOngoingCancelledTotal
Repairs & maintenance800008
Customer service000000
Tenancy management101002
Estate services000000
Other services000000
Total9010010
Complaints21-2220-2119-20
Total number of complaints received673638
Number of complaints received per 1000 units442434
% complaints resolved within agreed timescale99% (target 95%)87% (target 95%)98%
% complainants satisfied with complaint handling63% (target 85%)100% (target 85%)60%
Number of compliments received201428
Upheld441517
Partially upheld111719
Not upheld5415
Withdrawn500
Complaint type 2021-2022UpheldPartially UpheldNot UpheldOngoingCancelledTotal
Repairs & maintenance39832430
Customer service221005
Tenancy management000000
Estate services311005
Other services000011
Total441152567
Complaint type 2020-2021Stage 1Stage 2PanelOmbudsmanTotal
Repairs & maintenance1972230
Customer service02103
Tenancy management01001
Estate services10001
Other services10001
Total21103236