• Resident Engagement Strategy cover

    Review our new Resident Engagement Strategy Link here 

    To learn more on Tenant Engagement Click here

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You said. We did

Communication with tenants regarding repairs has broken down with external contractor taking direct calls.

Communication with tenants regarding repairs has broken down with external contractor taking direct calls.

Communication with tenants regarding repairs has broken down with external contractor taking direct calls.

Our internal admin team now take repair calls

The majority of complaints we receive relate to repairs

The majority of complaints we receive relate to repairs

The majority of complaints we receive relate to repairs

From the 1st April 2022 we appointed a new repairs contractor (KBH), which included tenants in the selection panel.

Tenants have expressed dissatisfaction with communication and engagement

Tenants have expressed dissatisfaction with communication and engagement

Tenants have expressed dissatisfaction with communication and engagement

Increased focus on engagement with tenants by appointing a new Engagement Manager and creating a new Resident Engagement Strategy following consultation with our residents.

Difficult getting through to reception and options not clear.

Difficult getting through to reception and options not clear.

Difficult getting through to reception and options not clear.

Revised our telephone message; 'Report a Repair' first option, 'Housing team' rather than 'pay your rent'.

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Ways to report a repair

There are a number of ways you can report your repair:

From the tenant portal - my tenant portal log-in

By telephone on 01992 765 900 - press 1 for all repairs
Listen to the options:
Press 1 for Gas Heating and/or Hot Water problems (Village Heating Ltd)
Press 2 for All Other Repairs

By email on  assetadmin@christianaction.org.uk

In writing to:
Christian Action Housing Association
Benedict House
61 Island Centre Way
Enfield EN3 6GS

Understanding our complaints process

clipboard saying complaint

Understanding our complaints process

We are keen to ensure that we provide the best possible service to our customers. If there are occasions when our customers are not satisfied with the service they receive and want to complain to us, it is important that customers know that they can raise a complaint and the matter to be resolved as quickly as possible. We aim to continuously learn and improve from our complaints and see complaints as an opportunity to make amends and improve relationship with our customers.

There are many ways you may report a complaint, on our website we have a form you may complete - link here.

For more information please review our complaints policy, available on the following PDF file link -    Complaint Policy March 2024.pdf [pdf] 184KB

We are a registered member of the Housing Ombudsman Service. Our aim is to comply with the Housing Ombdsman complaint handling code. Completing the self-asssessment helps us to achieve this. Please find a link here to our last self-assessment - Complaint Handling Code Self-Assessment - March 2024 [pdf] 659KB. More details of the complaints process for residents may be found on the following external link to the Housing Ombudsman Service website, or the following link may provide you further information.

https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/11/Housing-Ombudsman-contact-poster.pdf

As a resident you have the right to access the Ombudsman service and as an individual you can engage with the Ombudsman about your complaint.

 

Home Contents Insurance

Are you covered?

living room with flood showing sofa floating Christian Action Housing insures the structure of your home but does not cover your personal possessions.We strongly recommend that you insure your belongings against theft, fire and water damage. You should also insure against accidental damage that you may unintentionally cause, for example, as a result of a washing machine flooding. 

Why do I need it?

As noted above, Christian Action Housing does not cover your contents as part of the tenancy agreement. It’s a good idea to consider what a home contents insurance policy would cover you for in order to help you make an informed decision on whether you need one.

Contents insurance is designed to help protect your possessions. No matter how careful you are, there’s always a risk that your belongings could be broken, damaged or stolen so home contents insurance can help provide peace of mind.

Click here for further information

 

 

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