Complaints
Complaints: Do you know where to go if you have a complaint?
Our complaints leaflet, which launched last year, explains how you can make a complaint and what happens once you make it. You can find the leaflet on our website here. If you would like a printed copy, email us at citeam@ccha.biz.
If you want to talk to us about anything in this leaflet, we would be happy to help you. Please call 0208 680 7532 or freephone 0800 054 6710 and ask to speak to the Customer Investment Officer.
01
Stage 1 log and acknowledge within 2 working days of receipt of complaint
02
Stage 1 response within 10 working days of receipt of complaint
03
Stage 2 log and acknowledge within 2 working days of request to escalate
04
Stage 2 response within 20 working days of request to escalate
05
Referral to Designated Person within 8 weeks of Stage 2 closure
06
Referral to Housing Ombudsman after 8 weeks of Stage 2 closure
07
Referral to Financial Ombudsman within 6 months of Stage 2 closure
Complaints from 1st April 2021 to 30th September 2021:
Complaints Recieved
Q1 2021/22 8 Q2 2021/22 15
TOTAL 23
Response Time
Q1 2021/22 100% Q2 2021/22 100%
TOTAL 100%
Partially Upheld
Q1 2021/22 1 Q2 2021/22 3
TOTAL 4
Upheld
Q1 2021/22 6 Q2 2021/22 9
TOTAL 15
Not Upheld
Q1 2021/22 0 Q2 2021/22 2
TOTAL 2
Withdrawn
Q1 2021/22 1 Q2 2021/22 1
TOTAL 2
The most common types of complaints are: • Delay to service • Communication • Quality of service • Customer Service
Listening and Learning
In accordance with the Ombudsman complaint handling code, ccha have introduced a process for reflecting on and learning from our complaints experience. From this, we have: 1. Introduced a new pest control process. 2. Reviewed our emergency access procedure and introduced key safes so residents can access their property safely and in a timely manner. For more information on how to make a complaint, please visit our Complaints Page.