Repairs and maintenance
From 24 March 2025, you will need to contact ccha directly to report your repairs. You can also contact us with any questions about the condition of your home or other services we provide.
Call 020 8680 7532
Freephone 0800 054 6710
Email customers@ccha.biz
Alternatively, you can use the repairs form.
Gas servicing and gas safety advice by Smith & Byford
For all heating and gas servicing enquiries, call Smith & Byford on 020 8652 7016, freephone 0800 169 7703 or email: cchagas@smithandbyford.com.
If you think that a gas appliance is unsafe, turn it off and contact Smith & Byford using the above contact telephone numbers and they will attend to test the appliance.
If you smell gas, think there is a gas leak or have reason to suspect the presence of carbon monoxide, you should immediately:
Call the GAS EMERGENCY NUMBER IMMEDIATELY ON: 0800 111 999
• Turn off the gas supply at the meter
• Open any windows and doors
• Avoid using any electrical switches
• Put out all naked flames
Damp and mould
From 27 October 2025, Awaab’s Law came into effect. This important legislation was introduced after the tragic death of two-year-old Awaab Ishak in 2020, caused by long-term exposure to mould in his home. The law is designed to protect social housing residents by ensuring that serious health hazards, such as damp and mould, are dealt with quickly and effectively. We’re committed to being proactive and promptly addressing any concerns you have.
How to report any issues
For any emergency or urgent repairs, please call us (ccha) on 020 8680 7532, or freephone 0800 054 6710. Please do not email us, as we may not pick this up as quickly as a call.
If you’re unsure whether it’s damp or mould, give us a call to chat it through. We’re here to help.
We may ask you to send us some photos or videos to help us assess the situation in more detail. If you aren’t able to do this, don’t worry, we’ll take as much information as we can over the phone.
What will we do?
If you report any emergency hazards, such as damp or mould, we will investigate and make safe within 24 hours.
If the case is significant, a surveyor will visit within 10 working days and 28 days for routine cases.
After the survey, we will provide a written report within three working days, explaining what happens next.
More information on damp and mould
Check out our Healthy Home Handbook for more information on things to look out for.
Repairs priorities
Appointments
Morning, afternoon and first call appointments will be offered at the resident’s convenience between the hours of:
- Monday – Friday 08.00 – 17.00
- Saturday 08.00 – 12.00
Where possible, we will send a text message to confirm your appointment. If a repair is found to be resident rechargeable, you will be asked to sign a form agreeing to the costs of the repair. ccha will recover the monies owed.
Emergency repairs – Attend within 2 hours, complete within 24 hours
- Damp & mould
- Uncontainable water leak
- Loss of heating and/or hot water between 1 Nov and 30 Apr
- Electrical failure and exposed wires
- Gas leaks (if you smell gas, call SGN on: 0800 111 999)
- A blocked flue
- Serious roof leaks
- Blocked toilet (where it is the only one in your home – possible recharge)
- Blocked or leaking foul drains
- Fire damage or flooding to your home
- Broken external doors or windows where there is a threat to security
- Serious structural damage e.g. loose bricks or falling brickwork, tiles etc.
- Risk of causing a fire or hindering access via fire escape route
- Mechanical gates (where locked shut or persons trapped)
- Repairs which pose a health and safety risk or significant damage to the property.
Urgent repairs – Complete within 5 days
- Faulty showers where there is no other bath or shower
- Minor leaks (containable)
- Faulty smoke detectors
- Communal lights (where fault results in an area being left in darkness)
- Any remedials required to fully reinstate light, heat, electricity (or to ensure an alternative)
- Non-flushing toilet (where it is the only one in your home)
- Door entry systems to general needs
- Mechanical gates (if stuck open)
- Communal TV aerial/system faults resulting in loss of TV
- Appliance repairs where they are ccha owned
- Offensive or racist graffiti.
Routine repairs – Complete within 28 days
- Broken or leaking guttering or downpipes
- Electrical problems that are not emergency or urgent repairs
- Plumbing problems that are not emergency or urgent repairs
- Repairs to doors, locks and windows that will not pose a security risk
- Roof repairs that are not serious
- All other joinery, building work or specialist services that are not urgent.