Our team

Castles & Coasts Services (CCS) has grown into a trusted, locally based in-house team, which aims to deliver a 'best in class' service to CCHA homes, estates and residents.

Since 2018, the team has increased in size and scope, building a dedicated network of professional teams of operatives, engineers and trades people. The team currently has 90 members of staff, with a wide range of skills and experience.

CCS provide the following services:

Responsive Repairs – CCS deliver a high quality, customer focused repairs service to the majority of CCHA’s homes, responding within timescales, to meet the needs of our residents. Through our committed team, we make every effort to resolve issues at the first point of call.

Vacant & Empty Property Works – CCS has a dedicated team who complete high quality works to CCHA’s vacant and empty properties, ensuring that CCHA’s re-let standards are met.

Grounds Maintenance – CCS has a fantastic team who have been carefully selected and trained specifically to provide an unrivalled attention to detail grounds maintenance service.

Communal Cleaning – CCS provide a meticulous and flexible communal cleaning service. The dedicated team takes pride in delivering high quality results.

Compliance – CCS deliver a proactive, planned and property maintenance service, designed and scheduled to ensure electrical and fire compliance, on behalf of CCHA and our residents. Our industry qualified team ensures that all aspects of compliance meet or exceed Government standards and codes of practice.

CCS are responsible for repairs to all 5,780 properties and schemes with a 'CA' postcode, as shown below: 

The Property Compliance team is responsible for ensuring that CCHA has robust procedures in place relating to property compliance. The six main risk areas of compliance, which are continuously monitored by CCHA, are gas, fire, asbestos, water, electricity and radon gas.

The Customer Experience team is responsible for coordinating activity to ensure we deliver the customer objectives from our Corporate Strategy, and the associated Customer Experience and Equality & Diversity Strategies. The overall aim of this is to understand who our customers are, what they expect from us, and to make sure we continue to develop and deliver our services using feedback and involvement from our customers.  

The Customer Services team is responsible for responding to incoming enquiries at first point of contact by telephone, text, email/website enquiry or at one of our office receptions. The team also provides an internal administration service to colleagues throughout CCHA.

The Development team is responsible for the development of our new homes. The team works closely with partners such as Homes England, local authorities, developers, contractors and consultants. The team has expanded our development programme to deliver 600 additional homes between 2020 and 2025.

The Finance team supports both internal and external customers. It ensures that all external statutory, regulatory and funding reporting requirements are met. The team supports CCHA's governance by reporting in a timely and pertinent way on CCHA's financial performance and also supports other departments to make sure they have accurate information when making decisions.

The Health & Safety team are responsible for any health and safety issues raised, and providing support and advice as needed.  The overall aims of the team are to make sure we are compliant with all aspects of health and safety legislation, and keeping our residents and colleagues safe.

The HR team takes care of all of CCHA’s HR needs, from recruitment to retirement and everything in between. The aim of the team is to support colleagues and to make CCHA a first choice employer.

The Income team provide customers with a variety of easy ways to pay their rent, and also offers residents advice and guidance to support them to pay their rent. The team provides a money advice and financial inclusion service which can help residents resolve the issues that they may face with their rent payments, which can help sustain their tenancy.

The Independent Living team provides a comprehensive housing management service to residents who live in independent living schemes. The team also liaises with care providers who provide day to day services at our seven supported housing schemes and our extra care scheme in Keswick.

The IT team is responsible for the delivery and development of IT across CCHA.  The team also works across the organisation to understand our current and future needs, balanced with the continued improvements that technology brings and how these improvements can benefit CCHA’s colleagues and residents.

The Leasehold team manages a variety of leasehold properties including home ownership, shared ownership, leasehold schemes for over 55s, and Right to Buy homes. The team manages the sale of new and existing leasehold properties, the management of the leases and the recovery of rent and services charges.

The Lettings & Neighbourhoods team is responsible for managing the delivery of a housing management service across CCHA’s operating area. The team oversees all aspects of lettings and tenancy management, including safeguarding and anti-social behaviour.

The Responsive Repairs and Void team is responsible for managing urgent and non-urgent repairs to our properties, including breakdown repairs. The team also manages any works required to properties, while they are empty, before they are let to new residents.