Customer Feedback




Your feedback is extremely important to us

We aim to provide excellent services to our customers, and are keen to gain feedback, to find out how we are doing. We use feedback from customers to do more of the things they say we are doing well, and to learn from, and make improvements to our services, where we have fallen short of expectations.

We have a set of Customer Service Standards in place. These standards set out the services you can expect from us and our commitments to customers.

If you would like to provide us with general feedback or suggestions, please contact us using the form below.

We have a range of opportunities available for residents who would like to be involved in shaping our services with us. You can take part in one of our Resident Feedback Groups, or you can register your interest to become a member of our Residents’ Scrutiny Panel if a position becomes available.

Residents' Scrutiny Panel

A Residents’ Scrutiny Panel has been established.  Members of the panel meet quarterly and will lead specific work streams to look at particular areas of service, and make recommendations as to how we can improve this service.  For more information about the activities of the panel, please see below.

Resident Feedback Groups

Resident Feedback Groups are one-off ‘task & finish’ groups to look at a particular service area, policy or contract. 

They provide residents with an opportunity to provide their feedback and suggestions about the specific subject.

Residents can take part in these groups;

- in person

- over the phone

- by providing us with feedback before a group by email, or in writing

We will hold approximately six feedback groups a year, each one will have a specific focus on a particular service area, these include;

- Repairs & Maintenance

- Grounds Maintenance

- Communal Cleaning

- Housing

- Customer Services

- Contract Procurement

- Income Collection

- Policies

If you are interested in taking part, please let us know if you are interested in a particular area of our business. If you do not have a preference and are willing to take part in any of these groups, please also let us know.

We look forward to working with you!

If you would like to compliment us on a service we have provided, or about a member of staff, or one of our contractors, we would love to hear from you.

We will acknowledge the receipt of your compliment within 5 working days and will thank you for taking the time to provide us with your feedback.

If we have failed to meet your expectations, please tell us. We want to hear from you. As a customer of CCHA, you have the right to make a complaint if you feel we haven’t met your expectations or have failed to deliver one of our Customer Service Standards.  We are dedicated to resolving any issues quickly, fairly and transparently, and to ensuring customers are kept up to date at each stage.

How can I make a complaint?

You can make a complaint using the contact details below or by using the form at the bottom of this page. 

For further information about our complaints process, please refer to our Complaints Policy below.

The Housing Ombudsman

Complainants have the right to contact the Housing Ombudsman at any time while your complaint is going through our complaints process. The Housing Ombudsman is available to offer advice and can provide help to find a resolution. To access advice from the Housing Ombudsman, please visit or telephone 0300 111 3000.


CCHA welcomes the launch of the new Complaint Handling Code from the Housing Ombudsman (HO). The code was released in July 2020, in an attempt to drive consistent and good complaint handling practise across the Housing Association sector.

As a landlord, we were required to self-assess against the Code, to establish CCHA’s current level of compliance and determine actions required in order to adhere to the Code. This work was undertaken during August 2020 and we are delighted to let you know that we were broadly compliant already. We found that the main amendments that were required to be compliant with the Code were:

• CCHA previously operated a three-stage complaint process where the Code recommends, a two-stage process. Our new Complaints Policy and Complaints Procedure now has a two-stage process and this will be effective from 4th January 2021.
• Our previous definition of what constitutes a complaint was slightly different to the definition within the Code and this has now been amended within our new Complaints Policy, which is effective from 4th January 2021.
• We previously did not complete Satisfaction Surveys, following a complaint, which we have now started do.

CCHA welcomes complaints, compliments and feedback, as this is key to helping us to inform services to residents. We equally welcome the Code as a great opportunity to inform and improve our complaints process.

Please feel free to review our self-assessment, a copy of the Code and our Complaints Policy, all available below.

Further details of the Housing Ombudsman’s service can be found on their website;


Get in touch

If you would like to take part in any of these resident involvement opportunities, or would like to find out more, please contact us.


In writing:

Customer Experience Team

Castles & Coasts Housing Association

3 Castle Street




Telephone: 0800 085 1171

Online: by using the form below