Complaints and feedback
It’s very important to us that every C&C resident has a voice and feels able to give us feedback on the services that we provide.
As a charitable organisation, our staff really appreciate hearing from you if you’ve had a particularly positive experience. We always aim to be helpful, efficient and to deliver our resident services in the right way the first time. But occasionally, we may fall short of your expectations. If you’ve had a problem in dealing us, please let us know so that we can correct our mistakes quickly and work to improve our services.
How to offer feedback
If you want to make a suggestion on how we can improve our service to you, we recommend that you try to resolve it in the first instance by speaking to your Housing Officer or Service Officer at the scheme or other relevant team member. If you’re unable to find a resolution in this way, you can then follow our complaints procedure.
Our complaints process follows two stages:
Stage 1
Email us via contact-us@ccht.org.uk, or call the Service Hub on 020 7922 5300. Your complaint will be formally acknowledged within two working days and investigated within 10 working days. You will then receive a written response with the outcome. Please do try and resolve your issue with the relevant housing or other team member in the first instance. This is usually the quickest way to get the support you may require.
Stage 2
If you are unhappy with the outcome at Stage 1, you can escalate the matter to an appeal review. Your complaint will be heard by two resident members of our Scrutiny Panel who will review it along with the Director of Housing and decide on an outcome in a closed session. You will then receive a written response with the outcome within 20 working days.
If you are not satisfied with the outcome of the panel hearing, after 8 weeks it can be raised to the Housing Ombudsman who will investigate further.
You can find out more about our process by reading the following:
- Complaints Policy
- Compensation Policy
- Self-assessment Form (Housing Ombudsman)