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Withdrawn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.