- Registered Office
- 2nd Floor Sycamore House
- 799 London Road
- Thornton Heath
- Surrey CR7 6AW
- Tel: 020 8689 4474
- Fax: 020 8664 8866
- E-mail: housing@cpha.org.uk
CPHA is a black-led community regeneration agency, committed to continuous improvement in delivering quality services to empower our neighbourhoods and communities.
Stage 3:
Contact the Chief Executive, who will arrange a 'case conference' to consider all the circumstances and review any action already taken. You will receive a reply in writing within 10 working days. If you are not satisfied with the response, you may wish to go to the next stage.
Stage 4:
Write to the Chair of the Board of Management who will arrange for the complaint to be considered at the next Board meeting. You will receive a reply within 10 working days of the meeting. THIS IS THE FINAL STAGE OF CROYDON PEOPLES COMPLAINT PROCEDURE. If you are not satisfied with the response, then you have the right to complain to the independent Ombudsman.
Housing Ombudsman
In normal circumstances customers can only refer a complaint to the Housing Ombudsman Service when the internal complaints procedure has been exhausted. Visit the Housing Ombudsman Service website for further information.
The Ombudsman is independent of Croydon Peoples Housing Association and can consider certain complaints. However, he or she will not deal with a complaint unless it has gone through all stages of CPHA'S procedure. The Ombudsman has the power to:
- Offer mediation or arbitration
- Recommend that CPHA formally apologizes to you
- Recommend that you should be compensated
- Tell CPHA to stop doing what you complained about
- Recommend a solution
- Reject your complaint
Alternatively call us on 020 8689 4474 and we will send you a copy of our complaints form. Or you can email us at housing@cpha.org.uk
Making a Complaint
Croydon Peoples Housing Association aim to provide a high standard of housing services but recognise there may be occasions when our residents need to complain.
A 'complaint' means a communication received from or behalf of a customer, expressing dissatisfaction with the company's product or service.
We are committed to improving services and need to know if we have failed to provide a decent service. We therefore welcome complaints as they tell us where things are going wrong and give us the chance to put things right. In this way, we can ensure that all customers' complaints are dealt with in a courteous manner. By having a staged approach, it allows decisions to be reviewed should satisfaction not be initially achieved.
A customer complaint may be received from either a client or a member of the general public via telephone, fax, letter, e-mail or in person.
What Should I Do If I Have A Complaint?
Please follow the stages set out below:
Stage 1:
Visit CPHA main office, phone or send a fax, email or write to the person responsible for the service you want to complain about. Alternatively, complete a 'Complaints Form' giving full details of your complaint and send it into the office. Additional copies of the form are available from our main office. You should address your complaint to the Housing Services Manager or the Maintenance Surveyor if your complaint is about repairs. You should receive a response within 10 working days. We hope that all complaints will be settled at Stage 1, however, if you are not satisfied with the response, you may wish to go on to the next stage.
Stage 2:
Contact the Housing Services Manager or the Director of Operations of your complaint is about repairs. After a full investigation, you will receive a written reply within 10 working days. If you are not satisfied with the response, you may wish to go on to the next stage.
