Independent · not part of Croydon Churches Housing Association
Croydon Churches Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Croydon Churches Housing Association: the repairs phone numbers, reporting a repair online, and how long ccha has to fix it. Ccha’s own target for routine repairs is 28 days.
Other names: Croydon Churches HA
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: ccha.biz
Has Croydon Churches Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet ccha’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, ccha’s repair line is here.
How to report
Reporting a repair to Croydon Churches Housing Association
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If ccha misses its own target, complain. You may also be able to claim.
- Emailcustomers@ccha.biz (not for emergencies or urgent damp and mould: phone instead)
- Gas and heating emailcchagas@smithandbyford.com (Smith & Byford also on 020 8652 7016)
Emergency repairs
When to call ccha straight away
Phone ccha straight away if anything puts someone in danger or leaves your home unsafe. The number is in ccha’s repair contacts.
- 01Damp and mould
- 02A water leak you cannot contain
- 03No heating or hot water between 1 November and 30 April
- 04Electrical failure or exposed wires
- 05Fire damage or flooding
- 06Broken outside doors or windows that leave your home insecure
- 07Serious roof leaks or structural damage, such as falling brickwork
- 08Blocked toilet if it is your only one, or blocked or leaking foul drains
What counts as an emergency, from ccha.biz.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell ccha.
Timescales
How long Croydon Churches Housing Association has to fix it
ccha’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | ccha’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend within 2 hours and complete within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 days | No fixed legal limit unless it’s a hazard |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards are investigated and made safe within 24 hours. Significant cases get a surveyor visit within 10 working days (routine cases within 28 days), with a written report within 3 working days of the survey. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from ccha.biz and ccha’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past ccha’s own target. You could claim compensation.
Start your claimYour options
If Croydon Churches Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with ccha for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to ccha
This can get ccha to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order ccha to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to ccha
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to ccha
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order ccha to put things right.
ccha’s record
How Croydon Churches Housing Association performs on repairs
Jun 2026: The regulator found it is delivering the consumer standards, with an improved repairs service after bringing its call centre in house, and fair, prompt complaint handling.
of ccha tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 24 June 2026; ccha tenant satisfaction measures 2024/25.
Contacts
Croydon Churches Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Croydon Churches Housing Association repairs: questions
What is Croydon Churches Housing Association’s repairs number?
020 8680 7532 (Repairs line) or 0800 054 6710 (Freephone repairs line) or 0800 169 7703 (Gas and heating (Smith & Byford)). ccha’s own number for all repairs, including emergencies and damp and mould. Office hours are Monday to Friday, 9am to 5pm.
Can I report a repair to Croydon Churches Housing Association online?
Yes, at ccha.biz/report-a-repair-form. Online repairs form. Phone for emergencies or urgent repairs.
How long does Croydon Churches Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Croydon Churches Housing Association tenants?
Since 27 October 2025, ccha must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. ccha’s own damp and mould commitment: Emergency damp and mould hazards are investigated and made safe within 24 hours. Significant cases get a surveyor visit within 10 working days (routine cases within 28 days), with a written report within 3 working days of the survey.
How do I complain about a repair to Croydon Churches Housing Association?
Complain to ccha first, online, by email (customers@ccha.biz) or by phone on 020 8680 7532. It should acknowledge your complaint within 5 working days and reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Croydon Churches Housing Association?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Croydon Churches Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Croydon Churches Housing Association?
No. Report Repair is independent and not part of Croydon Churches Housing Association or any council or housing association. We show ccha’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What ccha has to fix, by problem
Not ccha?
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Reported a repair to Croydon Churches Housing Association and still waiting?
About 2 minutes. No documents. Free to check.