Your cleaning and grounds maintenance service
If you live in an apartment, we provide cleaning and grounds maintenance to your communal areas. We work with a couple of different contractors to deliver this service and regularly check how we’re doing.
Our satisfaction surveys are the main way we find out if you’re happy with the service. But we also look at complaints and any comments you make to staff. Most recently, the Resident Panel has met with contractors to discuss issues and find out more about how they work. Below we cover how we're doing, the contractors we team up with, and how you can let us know about any issues.
April 2025 to September 2025
of residents are satisfied that communal areas are kept clean and well maintained (target 74%)
of residents are satisfied with internal communal cleaning (target 78%)
of residents are satisfied with communal gardening (target 70%)
of residents are satisfied with communal window cleaning (target 68%)
Although we’re performing well on the above measures against our targets, we’re seeing a lot of comments from residents about cleaning and gardening – particularly around the quality of the service and poor attendance.
We’re working closely with our contractors who provide these services. We hold regular meetings with them to discuss any outstanding issues. Our neighbourhoods and housing services teams have also started to do walkabouts with the contractors to make sure our standards are aligned.
Who do we work with?
Chequers – cleaning of communal areas and grounds maintenance.
Acorn – window cleaning and grounds maintenance.
Noticeboards should tell you who manages the cleaning and grounds maintenance at your scheme.
If you have any questions about who’s responsible for cleaning or gardening at your estate, please contact us.
How to report poor quality services or lack of attendance
Let us know as soon as you can so we can look into it further and address any issues.
You can call our Customer Contact Centre on 020 8680 7532 or freephone 0800 054 6710. Or, if you prefer, send an email to them at customers@ccha.biz.
Please note that some cleaning or ground maintenance tasks may not be included in the contractor’s regular responsibilities. If this work is needed, we’ll arrange it separately, and the costs may be added to the scheme services charges.