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.
| Complaints | Q1 | Q2 | Q3 | Q4 |
| Total number of complaints received | 10 | 6 | 19 | 18 |
| Number of complaints received per 1000 units | 6.5 | 3.9 | 12.4 | 12 |
| % complaints resolved within agreed timescale (target 95%) | 100% | 100% | 89% | 95% |
| % complainants satisfied with complaint handling | 50% | 67% | n/a | n/a |
| Number of compliments received | 7 | 3 | 2 | 1 |
| Upheld | 9 | 8 | 11 | 10 |
| Partially upheld | 0 | 1 | 5 | 4 |
| Not upheld | 1 | 0 | 2 | 1 |
| Ongoing | 0 | 0 | 0 | 3 |
| Complaint type Q1 + Q2 | Upheld | Partially upheld | Not upheld | Ongoing | Cancelled | Total |
| Repairs & maintenance | 14 | 1 | 0 | 0 | 0 | 15 |
| Customer service | 0 | 0 | 0 | 0 | 0 | 0 |
| Tenancy management | 3 | 0 | 1 | 0 | 1 | 5 |
| Estate services | 0 | 0 | 0 | 0 | 0 | 0 |
| Other services | 0 | 0 | 0 | 0 | 0 | 0 |
| Total | 17 | 1 | 1 | 0 | 1 | 20 |
| Complaint type Q3 + Q4 | Upheld | Partially upheld | Not upheld | Ongoing | Total |
| Repairs & maintenance | 20 | 6 | 4 | 3 | 33 |
| Customer service | 1 | 0 | 0 | 0 | 1 |
| Tenancy management | 0 | 0 | 0 | 0 | 0 |
| Estate services | 0 | 3 | 0 | 0 | 3 |
| Other services | 0 | 0 | 0 | 0 | 0 |
| Total | 21 | 9 | 4 | 3 | 37 |
| Complaints | 21-22 | 20-21 | 19-20 |
| Total number of complaints received | 67 | 36 | 38 |
| Number of complaints received per 1000 units | 44 | 24 | 34 |
| % complaints resolved within agreed timescale | 99% (target 95%) | 87% (target 95%) | 98% |
| % complainants satisfied with complaint handling | 63% (target 85%) | 100% (target 85%) | 60% |
| Number of compliments received | 20 | 14 | 28 |
| Upheld | 44 | 15 | 17 |
| Partially upheld | 11 | 17 | 19 |
| Not upheld | 5 | 4 | 15 |
| Withdrawn | 5 | 0 | 0 |
| Complaint type 2021-2022 | Upheld | Partially Upheld | Not Upheld | Ongoing | Cancelled | Total |
| Repairs & maintenance | 39 | 8 | 3 | 2 | 4 | 30 |
| Customer service | 2 | 2 | 1 | 0 | 0 | 5 |
| Tenancy management | 0 | 0 | 0 | 0 | 0 | 0 |
| Estate services | 3 | 1 | 1 | 0 | 0 | 5 |
| Other services | 0 | 0 | 0 | 0 | 1 | 1 |
| Total | 44 | 11 | 5 | 2 | 5 | 67 |
| Complaint type 2020-2021 | Stage 1 | Stage 2 | Panel | Ombudsman | Total |
| Repairs & maintenance | 19 | 7 | 2 | 2 | 30 |
| Customer service | 0 | 2 | 1 | 0 | 3 |
| Tenancy management | 0 | 1 | 0 | 0 | 1 |
| Estate services | 1 | 0 | 0 | 0 | 1 |
| Other services | 1 | 0 | 0 | 0 | 1 |
| Total | 21 | 10 | 3 | 2 | 36 |