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    Annual report to tenants 2023

    Be the first to read our Annual Report to tenants, which provides details of the Association's performance.

    Click here to read

  • ladt knealing in home and looking at mould on wall

    Guidance to help you with condensation, damp & mould

    Read more here

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    Serving North London for over 50 years

    Christian Action has grown into a social landlord that provides mainly rented accommodation in four North London boroughs.

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    Supporting you

    We are here for you

    Click here to read more

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    Help us improve our cleaning and ground maintenance

    Let us know how you feel

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Community Engagement and Resident Involvement Strategy - April 2024/27

Background 

Whilst resident engagement and involvement has always been an important strand of service delivery for social housing providers, this is now, more relevant given the statutory requirement to deliver against new regulatory standards, as set out in the Consumer Standards 2024.

CAHA have always provided engagement and involvement opportunities, in past years delivering a significant number activities across our services. This demonstrates a positive commitment to listening to tenants’ views and using this to inform services, and providing employment, education and training opportunities and activities to reduce social isolation. Through the year 2022/23, we delivered over 70 different engagement and involvement activities.

Whilst we have delivered such activities, we had already identified the need to have a more formal framework for delivering this vital area of work. This is a view which has since been reinforced with the new Transparency, Influence and Accountability Standard. This standard sets expectations for social housing landlords to provide choice, information and communication that is appropriate to the diverse needs of their tenants. It requires a clear approach to complaints and a wide range of opportunities for them to have influence and be involved.

CAHA have developed a new Community Engagement and Resident Involvement Strategy which his aligned to the key purpose set out in our Strategic Plan and our corporate 4C’s values of Connect, Care, Commit and Champion.

To find out what resident engagement and involvement means to our residents, we have co-created the strategy with our residents through a consultation exercise, if you would like to have a read of our Community Engagement and Resident Involvement Strategy, the link is below.

CAH_CommunityEngagementResidentInvolvementStrategy2024.pdf [pdf] 2MB

Welcome to our New Heating Contractors Village Heating LTD Facilities

Village Heating LTD (VHL) are one of the leading plumbing and heating company. which is currently serving residential and commercial clients throughout London from their base in Harrow, Middlesex.

With over two decades in the industry, they have worked to build a large, fully equipped team of over 150 members of trained staff – all focused on providing the best quality service to our customers, and with that in mind. 

To report a fault please contact them by telephone on 01992 765 900 - press 1 for all repairs
Listen for the options and 
Press 1 for Gas Heating and/or Hot Water problems (Village Heating Ltd)
 

 

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

Stay safe in the heat

dog sitting and fan blowing at him

Outside

The scorching weather looks set to continue so here are some tips to keep you and your loved ones safe as the temperatures soar. 

  • Try to keep out of the sun between 11am to 3pm, when UV rays are strongest.
  • Take water with you if you have to go out. Apply sunscreen before you leave and wear a wide-brimmed hat – and try to walk in shady areas.
  • On car journeys, make sure babies, children, older or sick people aren’t left alone in parked cars as these can heat up very quickly. This also applies to pets.

Inside

  • Keep your home or office cool by closing curtains or shutters on rooms that face the sun.
  • Turn off non-essential lights and electrical equipment – they generate more heat.
  • Drink plenty of fluids and avoid excess alcohol.

Generally, try to do as little as possible, particularly during the hottest parts of the day. Learn how to spot the signs of dehydration or heatstroke – and please remember to check on older people or sick neighbours, family or friends every day.

 

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

 

 

Understanding our complaints process

clipboard saying complaint

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.

 

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.

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

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

Increased focus on engagement with tenants and appointed a new Engagement Officer.

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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If you want to affect real change and help build something truly special, then Christian Action Housing Association is the place to be. We are an organisation that values people who are adaptable, innovative and seek to make a positive change. 

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