Key Objective: Customer - to deliver high quality services to residents and prospective residents.


35 Days

Average re-let time for all properties

Target: 28 Days


Amount of rent lost through empty properties

Target: 2.1%

Although CCHA has been unable to achieve our re-let target, it is encouraging that our efforts, such as an improved website, have seen an improvement from last year.  In 2019/20, we will continue to make every effort to achieve this target by:

  • Enhanced promotion of our properties via marketing in the North East, where there is no choice based lettings system
  • Utilising Social Media, such as our new Facebook page
  • Further development of our website.

Our Housing Teams, Lettings & Neighbourhoods (L&N) Team and Sheltered & Supported (S&S) Team are responsible for letting properties.

The Housing Teams have implemented many new ways of working during 2018/19. To respond to the needs of our residents, CCHA has implemented an Any Day Lettings Policy and we have achieved another year with 100% satisfaction from residents for our lettings process.

The Housing Teams also concentrate on the needs of the local communities, tackling the housing crisis, improving services within our communities, and using our strength and efficiency to meet housing service needs.

To ensure that CCHA provides an excellent service and value for money to residents, as well as meeting all regulatory and legal requirements, the teams have also completed and contributed to the following projects this year:

  • Tenancy Sustainment - working with the Income Team to ensure we can support existing residents to maintain their tenancy
  • Voids process review to ensure an efficient and customer focused service – working closely with the Maintenance and Compliance Teams
  • Completion of Fire Risk Assessment - actions including inspections, enforcement and follow up actions

The Housing Teams are excited about the future of operating in an ever changing market, whilst attracting new customers, meeting the needs of current customers and offering suitable affordable housing.

Service Standards

In line with our Customer Service Standards CCHA aims to:

  • Provide you with a variety of convenient ways to pay your rent
  • Provide you with a balance on your rent account over the phone via our Customer Services Team, further to you providing answers to security questions
  • Correct any account errors within five working days
  • Offer you advice and guidance to support you to pay your rent
  • Provide you with at least one month’s notice of any rent or service charge increase
  • Send you an annual rent account statement.