Getting to know you - the big customer survey
As part of Castles & Coasts Housing Association’s (CCHA’s) commitment to equality, diversity and inclusion (ED&I) and delivering excellent services to residents, we want to make sure that we hold the most up to date information about our residents, including your individual contact preferences, and whether you have any specific service needs we need to be aware of. To help us achieve this we’re carrying out a survey of residents. We started with a pilot of a small number in March 2025 to test that the survey works as it should.
Please click here to read more and look at a Q&A about the survey. If you still have any queries after reading the Q&A, please don't hesitate to contact us using the methods below.
We are the way we collect Tenant Satisfaction Measures (TSMs) by appointing a specialist research agency to contact a number of residents over the next few months to independently gather the data. Each of those residents will be contacted by us via text message or email before they are due to receive their call from the agency, and we will share the name of the agency in that message so that residents know the call is genuine.
Please click here for the full details.
Contacting Castles & Coasts
We are open for face to face customer enquiries at our Carlisle office (5 Paternoster Row) and our Workington office (Stoneleigh) on Tuesdays and Thursdays between 10am and 2pm.
If you're a journalist, please email all media enquiries to mediaenquiries@castlesandcoasts.co.uk for our Communications team to respond to.
Customer Feedback
Your feedback is extremely important to us, please visit our Customer Feedback page if you would like to provide us with some.
Castles & Coasts Housing Association provides an emergency call out service to deal with emergency repairs outside of normal working hours.
Customers should call us on 0800 085 1171 for emergency and out of hours repairs. Please do not report an emergency / out of hours repair using the online repairs reporting service.
Registered Office
Castles & Coasts Housing Association Ltd
5 Paternoster Row
Carlisle
Cumbria
CA3 8TT
T: 0800 085 1171
E: cs@castlesandcoasts.co.uk
Unacceptable Behaviour & Unreasonable Demands Policy
Castles & Coasts Housing Association (CCHA) is committed to providing our customers with excellent standards of service, in a polite and respectful way, in line with our service commitments. Our staff are expected to demonstrate our Corporate Values, at all times, when delivering services to customers.
In return, we have an expectation that our customers will behave appropriately towards our staff, that staff will not be subjected to unacceptable behaviour in the course of their work and that individual customers will not take up a disproportionate amount of our resources (including time). This policy sets out the behaviour that we define as resource intensive, unacceptable and unreasonable, and the process we will follow to challenge and manage such behaviour from customers.
