Our repairs service
How have we been performing with repairs?
April 2025 – September 2025
of residents were satisfied with how we handle repairs and maintenance (target 58%).
of residents who had a repair in the last 12 months were satisfied with the repairs service (target 64%).
of residents who had a repair in the last 12 months were satisfied with the time taken to complete the repair (target 60%).
We’re pleased to see that overall satisfaction with repairs has increased from last year, but we still have work to do to reach our targets. We know that delays can be frustrating, and we’re working hard with our contractors, KNK, to address any issues.
Consultation on our repairs and maintenance standards
In October last year, we asked a selection of residents to comment on our repairs and maintenance standards. This feedback helped us understand whether the standards were fair, easy to understand and whether we’re currently delivering them.
Thanks to everyone who took the time to give us feedback.
residents responded to the survey.
said the standards document was easy to understand.
said it was clear what their responsibility was as a resident and what the landlord, ccha, is responsible for when it comes to repairs and maintenance.
said there were no sections or terms they found confusing or unclear.
said the standards document only sometimes reflects the repair service they are currently receiving.
Keep an eye out over the next few months for our reviewed repairs and maintenance standards. We’ll share them on the website.
A good news story
We helped a stressed resident when she experienced an ongoing leak in her property. This issue resulted in her receiving a large bill from Thames Water. We reached out to Smith & Byford to provide a report, which confirmed that the leak was coming from her boiler. Thanks to this report, the resident was able to resolve her Thames Water bill.
Report a repair
To report any emergency repairs, please call our customer service advisors on 020 8680 7532 or freephone 0800 054 6710. You can also email non-emergency repairs to customers@ccha.biz.
Please do not contact KNK to report your repair, as you’ll be redirected back to us. By calling us directly, our customer service advisors will ensure your repair is logged.
This will help us to:
- keep track of your repairs
- update you on the repair
Gas boiler related issues
For all heating and gas servicing enquiries, call Smith & Byford on 020 8652 7016 or email cchagas@smithandbyford.com.
If you think your gas appliance is unsafe, turn it off and contact Smith & Byford using the above telephone numbers. They will visit your home to test the appliance.
If you smell gas, think there might be a gas leak or suspect carbon monoxide, you should immediately call the gas emergency number on 0800 111 999.