Updated 22nd October 2020 

A  message from Hayley Selway, Chief Executive

I understand that you may be concerned about the two week “firebreak” lockdown measures that start in Cardiff from 6pm on 23rd October until 9th November, that were announced earlier this week.

This means that we have to change some of our services again, and I know that this will have an impact on many of you.  I am really sorry about this, and I want to thank you all for your patience and understanding at this really difficult time.

Your safety is our highest priority.  Our staff who will be carrying out our reduced service over the next 17 days, and who visit your home, will be equipped with full PPE.  They will also be following social distancing rules to keep you, and us, safe.  If you would like further information on this, please see the video we have produced (with English, Arabic and Somali subtitles). This shows what you can expect when we visit your home.  Click :  VIDEOS

We can also arrange to have any information translated.

We know that this is a difficult time, and we are here to help you with any concerns you may have.  If you have concerns about money and finances, or would like information on Universal Credit please call 029 2046 8493 or send a WhatsApp message to 0796 662 5678 and we’ll call you back.

We will do our best to return our usual services to you, as soon as we can, following advice from Welsh Government, to keep you, and our team safe.

As ever, if you have any concerns, please contact us on  029 2046 8490 and our team will be happy to help.

The table below shows the services that we be providing during the firebreak period.

Service Service provided before Firebreak lockdown Service provided during firebreak lockdown
 – Emergency and urgent repairs inside your home Yes Yes
– Repairs that are classed as not being urgent inside your home Yes Yes


Jobs started before the firebreak lockdown or booked in will be completed. No further non-urgent repairs will be booked in the two week period.


– All external and communal area works such as the outside of properties or in corridors of flats Yes Yes
– Communal inspections such as fire alarm testing and checks to make sure  buildings are safe Yes Yes
 – Communal cleaning Yes Yes
– Estate Management such as checking bin stores, landscaping work and checking estates are well maintained Yes Yes
– Disabled adaptations to your home such as walk in showers and adaptations such as hand rails and grab rails Yes Yes
– Inspecting work after a contractor has completed it Yes Yes
– All health and safety repairs and servicing e.g. a gas service, an electrical service, asbestos inspections, fire safety inspections, lift inspections Yes Yes
 – Moving into your new home Yes Yes
– Mutual exchanges and transfers where tenants exchange their homes or transfer to another CCHA or Council/Housing Association home Yes These will considered on a case by case basis. We will contact you if your mutual exchange can’t go ahead.
– Contact with your Housing Officer or  support from the Money Advice or Support Teams Yes – with the service provided  remotely e.g., by phone or email Yes – with some services provided  remotely e.g. by phone or virtually over the internet



– Neighbour nuisance or anti-social behaviour support Yes Yes – however some services may be provided remotely via the phone or virtually over the internet. Some site visits will be undertaken
– Services at Tolven Court, our Head Office and Meteor Street our Customer Service Centre in Adamsdown. No No


Hayley Selway
Chief Executive Officer


To help us complete your repairs safely, when reporting or arranging works please let us know if anyone in your home is self isolating, or has any symptoms associated with Covid 19 (Coronavirus) (a high temperature, a new continuous cough, a loss of taste or smell)


Frequently Asked Questions

1. Can you tell me the different ways in which I can pay my rent if I can’t leave the house because of the coronavirus?
• Using My Account at:  www.ccha.org.uk our online payment system, using your debit or credit card. You will need your tenancy reference number. This can be found on your rent statement. Paying this way is free and available seven days a week. NOTE the service is unavailable between the hours of 11:00PM and 02:00AM each night.

• By Direct Debit: this is the easiest way to pay your rent.  Please contact us on 029 2046 8490 to set up a Direct Debit over the phone. You can choose weekly, fortnightly, four weekly or monthly payments.

• You can pay by phone on 029 2046 8490.

• You can pay by bank transfer or BACS payment. Our bank details are:
Account name: Cardiff Community Housing Association Ltd
Bank Address:
Barclays Bank plc
1-5 St Davids Way
St Davids Centre
South Glamorgan
CF10 2DP
Account Number: 80048704
Sort Code: 20-18-23


2. My employer has told me not to come to work because of the Coronavirus. My income this month will be affected – do I still need to pay my rent?
You will still need to pay your rent as usual but we understand that the spread of coronavirus in the UK could have implications for your income.

.Please contact us on 029 2046 8490 if you think you are going to have difficulty paying your rent.

If you are an employee and earn at least £118 a week, you are entitled to Statutory Sick Pay (SSP). Usually you must be off for at least four days in a row, but the Government has announced SSP will be paid from the first day if you are off sick and it is related to Coronavirus. If you’re not eligible for SSP, you might be able to claim other benefits.

If you would like any additional advice on claiming these benefits please contact our Money Advice Team on 02920 468493 or contact a local advice agency such as CAB, Shelter, or the DWP. Alternatively you can email the team at money@ccha.org.uk and we will get back to you as soon as possible. Please note, we receive a high volume of calls between 9am-11am so it is best to avoid these times if you can.

3.  Will the Customer Service Centre at Meteor Street, Adamsdown remain open?

We have decided to close our offices at Meteor Street, Adamsdown, and Tolven Court, Splott from Wednesday 18th March. This is to protect you and our staff. If you do need to contact us then please call us on 029 2046 8490 so we can help. We have staff available to take rent payments, and emergency repairs.

4. I am due to hand my keys in to end my tenancy, what should I do?

Please contact us on 029 2046 8490

5. I am due to sign and move into my new home. Will this still go ahead?

Please contact us on 029 46 8490

6.  Will communal areas in flats still be cleaned?

For your safety we have asked our cleaning contractor to continue to carry out cleaning that will help to limit the spread of coronavirus. They are cleaning down all surfaces such as doors and door handles. They are taking all necessary precautions, using gloves, hand gels and other materials. They are screening all staff before they go out to work to ensure that they do not have any symptoms.  We are grateful, that their dedicated staff continue to support us all in this way.

We encourage tenants who find it difficult storing items inside their properties, frequently having to leave items in common areas, to contact us to discuss possible solutions, such as alternative storage arrangements or cycle racks.

7. I think someone in my block of flats has contracted the coronavirus, what should I do?
If you think you’ve been in close contact with someone with confirmed coronavirus, visit https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response 

to find out what to do.

The Government advice to prevent the spread is as follows:
• Washing your hands often with soap and water for at least 20 seconds. Use an alcohol-based hand sanitiser that contains at least 60% alcohol if soap and water are not available
• Avoid touching your eyes, nose and mouth with unwashed hands
• Avoid close contact with people
• If you feel unwell, stay at home and do not attend work or school
• Cover your cough or sneeze with a tissue then throw the tissue in the bin and then wash your hands immediately
• Clean and disinfect frequently touched objects and surfaces in the home and work environment

CCHA will follow any advice provided by the Government following a confirmed case of coronavirus in our properties.

8. How long will the period be before we resume normal service following any closure or restriction of services?
We will be closely following the advice of the Government and will look to resume normal services as soon as possible.