How to make a complaint
When things go wrong, we want to make sure we put them right. Our complaints process is in place for you to let us know when something has gone wrong.
What is a complaint?
A complaint can be defined as “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by ccha, our staff or those acting on our behalf, affecting an individual resident or group of residents”.
A complaint may be about:
- A failure to provide a service
- Poor quality of service or a mistake that has been made
- Dissatisfaction with a staff member’s behaviour
- Failure to follow our policies or procedures
- Being unreasonably disadvantaged or discriminated against by a ccha policy
What isn’t a complaint?
- A complaint about a neighbour – this would be a report of anti-social behaviour
- If the issue you are complaining about occurred over 6 months ago, we may not be able to consider it
- If the complaint has been dealt with by external parties, such as when legal proceedings have started. The decision of the external process will be final, and we cannot open a complaint on the same issue or log it for the first time
- If we have already considered your complaint and made a decision. If you are unhappy with the decision you can go to the Housing Ombudsman or Tenant Panel
How can I make a complaint?
Call us on 0800 054 6710.
Write to us at Customer Investment Officer, 29 Sheldon Street, Croydon, CR0 1SS.
You can also complain straight to the Housing Ombudsman or, if relevant, to the Financial Ombudsman Service.
For more information on how to complain, please visit our website.
How many complaints have ccha received?
Between April and September 2023, we received 43 complaints. 8 of these complaints were escalated to stage 2, meaning the residents were not happy with the outcome of the stage 1 complaint.
We received 1 referral to the Housing Ombudsman and 8 enquiries from MPs who received complaints from their constituents.
We have a requirement to respond to complaints within a set timeframe. We acknowledged all complaints within 2 working days and responded to 84% of complaints within 10 working days.
We publish our performance against complaints on our website every quarter. Read the full report here.