Changes to our policies

07/02/2023

As part of C&C’s merger with Aster we’ve been working on the policies and procedures that affect customers to ensure services you experience are effective and robust.  This has meant some changes in our approach.  Some of the changes carried out around policy and procedures include:

Complaints and Compensation policy

In most cases, complaints will now be fully investigated within six months from when an issue is raised. Stage 2 complaints will be investigated by a senior manager within C&C and there is a Designated Complaints Panel, that residents can ask to review the outcome of their complaint. This panel is made up of Aster and C&C residents.

Lettings policy

Internal transfers will no longer take place, with any moves reviewed by senior managers as exceptions and where a change in housing need has occurred, primarily on medical grounds. These are referred to as management moves.  Should you wish to move for other reasons, we can provide free access to Home Swapper.

Income management

Quarterly rent statements will no longer be sent out to residents.  However, if you’d like to know your rent balance then please call the Service HUB on 0207 922 5300.

Lettable standard

This will be given to all new residents when they move in to outline what they should have within the property. This will be shared at the start of every new tenancy.

Empty Home standard

Our empty home standard will let residents know how to leave a property, which needs to be left in a clean and empty state.

Customer voice policy

Customer voice opportunities are available to all residents who would like to get involved.  Please contact the Service HUB on 0207 922 5300 for a list of these and to find out more on how to get involved.

Customer Satisfaction

You may already have been contacted, or you will in the future to find out your thoughts on the services you receive from us. This is carried out by an independent, external company.

Tenancy policy

Tenancies are given to either one or two tenants. Tenancies will not be given to unrelated occupants not in a relationship, or intergenerational families such as parent and child tenancies.

Adopted Domestic Abuse Policy

C&C didn’t previously have a specific policy, however we now have a policy that outlines action we would take to support those that are the victim of domestic abuse.

If you’d like to find out more about any policies please contact the Service HUB on 0207 922 5300.

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