CPHA is a black-led community regeneration agency, committed to continuous improvement in delivering quality services to empower our neighbourhoods and communities.

FAQ

Housing

  1. Q: Do you buy properties from private owners?
  2. A: No, CPHA only purchase homes from recognised social housing developers or other Registered Social Landlords.
  1. Q: How do I get on to CPHA's waiting list?
  2. A: You can be allocated from Croydon, Merton, Sutton and Bromley councils waiting list. You can also apply to be placed on CPHA's waiting list, but this is often closed due to the housing demand in South East London.
  1. Q: I'm unable to get on Croydon Council's housing list, are there any other housing associations that may be able to help me?
  2. A: All housing associations have their own waiting list and have their own procedure for housing people.
  1. Q: I want to move from a 2 bedroom property to a 3 bedroom property. How can I do this?
  2. A: If you are a CPHA tenant you can contact us for a transfer application form, complete and return to us to process. Regardless of whether you are a CPHA tenant or not, you can approach any local authority for housing.

Repairs

  1. Q: What if I have a complaint about a repair?
  2. A: If you are not satisfied with a contractor's behaviour or workmanship and cannot sort out the matter directly, you should report your complaint as soon as possible to staff at CPHA. The matter will then be investigated. If you are still dissatisfied with CPHA, contact the Association who will deal with your complaint.
  1. Q: How quickly will repairs be carried out?
  2. A: When you report your repair to us, it will normally be put into one of three repair priority groups:
  3. Emergency (response within 24 hours)
  4. Urgent (response within seven calendar days)
  5. Routine within 28 calendar days
  6. The response time is the target time in which we will ask our contractors to get to you to do the work. For example, if you have an emergency repair, we will try to get a contractor to you within 24 hours. If spare parts are needed and they are not immediately available, or a more thorough investigation of the problem is needed before work can start, we will make temporary arrangements (for example lending you an electric heater, or putting covers on the roof) until the permanent repair can be completed. Repairs to new homes may take longer as the builder is responsible for defects for the first 12 months.
  7. Your tenants' handbook provides further information about what repairs are normally classified as emergency, urgent and routine repairs.
  1. Q: You have children playing in your garden and they break the kitchen window. Whose responsibility is it to fix it?
  2. A: Any damage caused to the property by tenants, tenant's family members, friends etc is the responsibility of the tenant.
  1. A Friendly Reminder:
  2. Don't forget, if you miss an appointment you will be charged. If you have made an appointment with the contractor, you have made an arrangement. You will be charged a missed appointment fee. Please be reminded that if the contractors DO NOT show up within the given timeframe, it is in your interest as a tenant and your responsibility to advise CPHA immediately. Staff will then contact the contractor. Compensation will not be awarded in this case.
  1. Registered as an Industrial & Provident Society with Charitable Status Reg No.: 27257
  16. Address: 2nd Floor, Sycamore House, 799 London Road, Thornton Heath, Surrey CR7 6AW Tel: 020 8689 4474 Fax: 020 8664 886
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