Improving our services

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Over the past year, we have been working with Acuity Research & Practice Ltd to collect your thoughts on our service through telephone surveys. We are pleased to be continuing this partnership with them for the next three years.

Thank you to all those contacted who completed the survey. We appreciate your feedback which gives us the best opportunity to review our service and implement improvements and changes.

If you have any questions or wish to opt-out, please contact the Customer Investment Team at citeam@ccha.biz or call 0208 633 8736.

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Your feedback

Between Jan 22 and Mar 22, we spoke to 154 residents.

The positives:

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82%

of residents were satisfied with ccha’s provision of a safe and secure home (target 85%).

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84%

of residents were satisfied with their neighbourhood (target 85%).

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77%

of residents were satisfied with the internal communal cleaning (target 80%).

We are really pleased with the above results, which are all very close to target. We continue to work with our contractors to ensure quality service and hope to improve these further.

Areas to improve:

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64%

of residents were satisfied with services received from ccha (target 80%).

We hope to improve service satisfaction by introducing our Customer Service Standards.

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51%

of residents were satisfied with how ccha handles repairs and maintenance (target 76%).

We are still not reaching our target here and are working hard with Axis to improve our repairs service. You can read more about what we are doing to achieve this in our repairs article.

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66%

of residents were satisfied with ccha’s engagement with them (target 75%).

Overall, for the year, we met our target, but the result for this quarter is below target. We are listening to feedback and to ensure that we communicate with you in a way that benefits you.

Customer Service Standards

In May, you will have received an email or letter detailing our new Customer Service Standards that launched in April 2022. These standards represent our commitment to provide you with excellent customer service.

We completed our resident consultation in 2021. Overall, we spoke to 162 of you either through door knocking or via phone calls. Thank you to everyone who took part, and if you didn’t get a chance this time, we hope to do more resident consultations in the future.

We will be monitoring these standards each quarter to see how we are doing. Over time, we will look to develop and improve our standards to meet your needs.

We have set the below Customer Service Standards following the consultation, so you know what to expect from ccha when you contact us.

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If you call us via our main number (020 8680 7532, or freephone 0800 054 6710), we will:

  • Answer the phone within five rings of you calling; after five rings, an automated messaging system will tell you what number you are in the queue.
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If we are not available to take your call, we will:

  • ‘Acknowledge’ your phone call by calling back within two working days. Complex queries may require more information from you and more time to investigate.
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If you write to us, we will:

  • ‘Acknowledge’ receipt of your letter within the next working day by telephone or text to let you know it has been received.
  • Respond to your letter within five working days.
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If you email us, you will:

  • Receive an automated acknowledgement to your email immediately from our group email accounts, e.g., maintenanceinbox@ccha.biz or complaints@ccha.biz, so that you know we have received it.
  • Receive a response to your email within five working days.
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If you wish to visit us, please contact us first:

  • Our office is open to residents using a booking system for face-to-face appointments, which need to be made in advance to avoid a wasted trip.
  • When you contact us to make an appointment, we will aim to book you in to see someone within seven working days.
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When you contact us:

  • We aim to ensure that you find us easy to deal with as your landlord.
  • We will treat you fairly and with respect.

We want to understand how you feel about the contact you have had with us so each year we ask you what you think about our service in the Satisfaction Surveys that an external company conduct on our behalf. We will be monitoring how we are doing on the above two questions to ensure our service is up to standard.

These standards and arrangements apply directly to ccha from 1 April 2022. We will publish how we are doing against them every quarter and look to develop and improve them over time.

Currently, we have slightly different arrangements with our contractors. However, we will be working with them to produce their own standards, which will be published by the end of the year.

If you’d like to contact us, please do so on the details below.

Email us: customers@ccha.biz

Call us: 0800 054 6710

Write to us: 6th Floor, Norfolk House, Wellesley Rd, Croydon, CR0 1LH, United.

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