Looking after our estates

Repairs contractor back on board

In April, we contacted you to officially announce the start of our new repairs contract with Axis Europe Ltd. Although not new to ccha, Axis has returned to us during unprecedented times and has worked hard with residents to ensure essential and communal repairs are carried out in line with government guidelines.

Please note, the email for reporting repairs has changed to: ccharepairs@axiseurope.com The phone number to report repairs remains the same and is: 0800 056 7068 You can also report repairs on our website here Non-essential repairs will still be logged and dealt with as and when services resume fully.

Safety first

Find out how ccha and Axis are keeping you and your home safe during the Coronavirus pandemic.

Read the guide here


How Axis prioritise your repairs

Emergency – Attend within 2 hours - Complete within 24 hours

  • Uncontainable water leak
  • Loss of heating and/or hot water between 1 November and 30 April
  • Electrical failure and exposed wires
  • Gas leaks (If you smell gas call SGN on: 0800 111 999)
  • A blocked flue
  • Serious roof leaks
  • Blocked toilet (where it is the only one in your home) (possible recharge)
  • Blocked or leaking foul drains
  • Fire damage or flooding to your home
  • Broken external doors or windows where there is a threat to security
  • Serious structural damage e.g. loose or falling brickwork, tiles etc.
  • Risk of causing a fire or hindering access via fire escape route
  • Mechanical gates (where locked shut or persons trapped)
  • Repairs which pose a Health & safety risk or significant damage to property

Urgent – Complete within 5 days

  • Faulty Showers where there is no other bath or shower
  • Minor leaks (containable)
  • Faulty Smoke Detectors
  • Communal lights (where fault results in an area being left in darkness)
  • Any remedials required to fully reinstate light, heat, electricity (or to ensure alternative)
  • Non flushing toilet (where it is the only one in your home).
  • Door Entry systems to general needs
  • Mechanical gates (if stuck open)
  • Communal TV aerial/system faults resulting in loss of TV
  • Appliance repairs where they are ccha owned
  • Offensive or Racist graffiti

Routine – Complete within 28 days

  • Broken or leaking guttering or downpipes
  • Electrical problems that are not emergency or urgent repairs
  • Plumbing problems that are not emergency or urgent repairs
  • Repairs to doors, locks and windows that will not pose a security risk
  • Roof repairs that are not serious
  • All other joinery, building work or specialist services that are not urgent.

Repairs contract – you said we did

Last year we began a process to procure a repairs contractor and asked you to get involved in this. Many of you gave us feedback on what you wanted to see in the new contract, defining the type of repairs service you wanted in the future.

Since then, a small group of residents kindly helped us to with the scoring process to select a contractor. First, the group helped us get down to three shortlisted contractors, and then later scored the final part leading to a decision on the chosen contractor.

All in all we’ve had great input from residents which we believe is an important step towards making sure you get the service you want from us.

Some of the questions we asked you were:

Excluding emergency repairs, how quickly would you expect your repair to be completed?

  • The results showed that the majority of residents would like a repair completed within a week.

Taking this on board we have now introduced:

  • The introduction of ‘Urgent’ repairs which will be completed within 5 days.

Previously we had the option on ‘emergency’ repairs which we to be carried out within 24 hours and routine repairs within 20 days. Both of these still remain however it was felt by residents that we spoke to that there are lots of repairs that are not classed as an emergency but you definitely would not want to wait 20 days for a routine.

We also asked you who you would prefer to report your repairs to, ccha direct or straight to the contractor?

  • This was completely even so for now we have continued to ask that you report repairs to Axis, however this can always be reviewed later in the contract.

We have also included the reintroduction of the handyperson to the older persons sites as this was something that proved a great success in previous repairs contracts.

Cleaning and gardening update

In November 2019 the new contractors, Chequers and Acorn, began delivering grounds maintenance, general cleaning and window cleaning services.

Chequers retained the contract to provide cleaning, grounds maintenance and the management of bulk waste on our estates and at supported housing schemes.

As part of the new contract, Chequers has committed to attend on a set day each week and provide a dedicated team of staff to work at our sites. It was also agreed they would provide an annual deep clean of communal areas, and we’re pleased to say that this programme is now well underway.

Chequers maintains grounds every two weeks from March to October, and every month from November to February. They have also committed to remove bulk waste reported by ccha within 48 hours. As part of the contract, Chequers also offers opportunities for our residents via our Social Value Programme , which includes vocational training, apprenticeships, employment opportunities and much more.

Window cleaning

Acorn Environmental were awarded the window cleaning contract for all ccha sites, which is done on a quarterly basis. The feedback from residents has been very positive. One resident told us: “Acorn did an amazing job even with scaffolding up. They also cleaned our landing windows and, for the first time ever, our front and back doors.”

Acorn Environmental was also awarded the contract to provide grounds maintenance at our older person’s sites and Perry Court. Acorn has dedicated teams who attend these sites on a set day, every fortnight throughout the year.

When the contract began, we visited each site with Acorn to identify any areas that needed to be improved. Plans were drawn up to address these issues, which were in addition to the fortnightly visits to maintain the gardens and grounds. This work is now nearing completion and the next step will be to begin planting new shrubs and plants in the gardens. ccha’s President Fund is providing funds towards this for all the older persons’ sites and Perry Court this year.

Information about new contractor arrangements and attendance days has been publicised on site notice boards for residents to read.