Our Customer Service Standards

At CCHA we aim to provide a "First Class" level of service that you will appreciate. These are the standards that you can expect from us:

Visiting us

Our office will be open at Norfolk House from 9am to 5pm Monday to Friday. By appointment we can arrange meetings and visits from 8am and up to 6pm. We offer private interview facilities.
For supported and sheltered housing, your individual staff team member will inform you of how to access them both during office hours and outside office hours
Our staff will see you promptly if you have an appointment booked
We will provide easy access to our offices for those with a disability or those with young children
If the person you need to see is not in, and you have not made a specific appointment, another member of staff will deal with your query

The person who answers the phone will give their name and be warm and friendly in line with our internal Quality Standard
Our aim is to deal with your enquiry at the first call stage - promptly, efficiently and politely. If the person you wish to speak to is not available you will be invited to leave a message.
Direct dial numbers will be provided for any staff in the organisation so customers can call directly to the person that they want to talk to

We will aim to reply in full to letters and e-mail within 5 working days
If we are unable to provide a full reply within that time, we will acknowledge receipt of your letter or e-mail when it is received and tell you when you can expect a full reply
Free internet access is available at Norfolk House for you to use.
You have access to our staff via customers@ccha.biz

If you would like a home visit we will arrange to see you within 5 working days
When calling at your home staff will always show a photographic identification card
If there is likelihood of a delay or cancellation of an appointment then you will be contacted as soon as possible

We will treat you fairly, professionally and with respect
We will provide all reasonable services that everyone can use to meet their needs
We will ensure that our offices offer facilities for customers with disabilities
We will regularly monitor and review our services to ensure that they provide equal opportunities for everyone
We will provide translators and use an interpreter where English is not your first language and where this is needed
We will continue to promote equality and non-discriminatory behaviour