Complaints
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.
How to make a complaint
Usually, the best people to put matters right are the team responsible for delivering the service to you, so in the first instance we may try and resolve your complaint, once we have received it, by asking that team to contact you and see if they can resolve your concerns. If that’s not possible, we’ll deal with your complaint formally and send you a written response detailing what we can do.
Our complaints process follows two stages:
Stage 1
Email us via contact-us@ccht.org.uk, call the Service Hub on 020 7922 5300 or speak to your Housing or Service Officer. Your complaint will be formally acknowledged within five working days and investigated within 10 working days. You will then receive a written response with the outcome.
Stage 2
If you are unhappy with the outcome at Stage 1, you can escalate your complaint to stage 2, where it will be investigated by a Head of Service, who will write to you within 20 working days with our final response. As this is our final response, we will clearly outline how you may be able to escalate your complaint to the Housing Ombudsman.
We’re a member of the Housing Ombudsman Scheme and we’re committed to its Complaint Handling Code. This means you can be reassured that if we can’t resolve your complaint, there’s an independent body who can assess how we’ve dealt with your concerns.
Our self-assessment against the Complaint Handling Code can be found here.
You can read our Annual Complaints Report here.
Read our governing bodies response to the Annual Complaints Report here.
You can find out more about our process by reading our Complaints Policy