Chair of Board
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 Customer Services Team also provides an internal administration service to staff throughout CCHA.
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 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 7 Supported Housing Schemes and our extra care scheme in Keswick.
The Leasehold Team manages a variety of leasehold properties; these include Home Ownership, Shared Ownership, including leasehold schemes for over 55 year olds, and Right to Buy properties. 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 Customer Experience Team is responsible for coordinating activity to ensure we deliver the Association’s customer objectives, from the Association’s Corporate Strategy, and the associated Customer Experience and Equality & Diversity Strategies. The overall aim of which, is to understand who our customers are, what they expect from us, and to ensure that we continue to develop and deliver our services using feedback and involvement from our customers.
The Development Team is responsible for the development of the Association’s new properties. The team works closely with partners such as Homes England, Local Authorities, Developers, Contractors and Consultants. The team is currently expanding our development programme to deliver 600 additional units between 2020-25; as a direct result of the merger.
The Asset Management Team is responsible for managing planned improvement works, such as kitchens and bathrooms, to all of our properties. The team also creates plans for how the Association will invest in our properties to ensure that they are maintained in line with our current standards.
The Responsive Repairs and Void Team is responsible for managing urgent and non-urgent repairs to our properties; this includes breakdown repairs. In addition, the team also manages any works required to properties, whist they are void, before they are let to new residents.
The Property Compliance Team is responsible for ensuring that CCHA has robust procedures in place relating to property compliance. The 6 main risk areas of compliance, which are continuously monitored by CCHA, are Gas, Fire, Asbestos, Water, Electric and Radon Gas.
CCS is CCHA’s internal workforce; the team conducts grounds and estate maintenance, regular compliance checks and low level repairs to both void and tenanted properties. CCS originally covered properties in the Allerdale area; however in 2018 the team expanded to provide services to most of our properties throughout Cumbria. CCS’ expansion includes bringing skilled trades, such as electricians, in house.
The IT Team is responsible for the delivery and development of IT across the Association. The team also works across the Association to understand our current and future needs balanced with the continued improvements that technology brings and how these improvements can benefit CCHA’s staff and its residents.
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 the governance of the Association by reporting in a timely and pertinent manner on the financial performance of the Association and also supports other departments within the Association in ensuring that they have accurate information when making decisions.
The Income Team provide customers with a variety of convenient ways to pay their rent. The team also offers residents advice and guidance to support them to pay their rent. The Income Team provides a Money Advice and Financial Inclusion Service which can help residents resolve the issues that they may face with their rent payments; this can help sustain their tenancy.
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 staff and to make CCHA a first choice employer.