Updated 31st July 2020

A  message from Hayley Selway, Chief Executive

The safety of CCHA’s tenants, staff and contractors is more important than ever during this time.

In line with Welsh Government guidelines, during the lockdown,  CCHA’s Maintenance Team (MTeam), together with our contractors, have continued to carry out emergency and urgent repairs, and the compliance safety checks needed to keep you safe.

From 3rd August we will begin planning and booking in all routine repairs you report to us, not just external works.

Emergency, urgent and compliance/safety repairs will still take priority.

All internal repairs completed by the Maintenance Team will be completed with additional PPE such as masks and gloves for your, and our team’s safety.

Some routine repairs may take up to three months to complete because of the number of repairs requests we expect to receive, access to materials and the backlog of requests for repairs. 

Planned kitchens, bathrooms etc will not be carried out until further lockdown restrictions are lifted, such as Welsh Government withdrawing the shielding advice and easing social distancing restrictions.


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

Thank you for your continued patience as we begin to restart our repairs service.

Stay Safe

Our contractors and staff are taking all precautions to ensure yours and their own safety. Our cleaning team, Dazzle will be undertaking cleaning in the common areas if you live in a flatted block. They will be using antiviral products to wipe down surfaces. This is to keep you safe. Please keep washing your hands before and after you walk through the common parts of your building.  If you are struggling to pay your rent please don’t worry and call us to discuss this. Your health and safety is our number one priority so please stay at home but keep in touch with us to let us know how you are doing by phone, website or Facebook. Be alert to any suspicious phone calls and visitors. Finally please stay safe. Things are changing on a daily basis and we will do our best to respond positively to this, working in your best interests.

I want to reassure you that we are working hard to maintain our services and take steps to ensure your health and safety, along with that of our staff and contractors.

To see Welsh Government’s “Unlocking Our Society and Economy: Continuing the Conversation” – click HERE

To protect you and our staff, and following Government guidance, we have decided to take the following actions:

Customer Service Centre, Head Office and Community Centres

The following buildings will be closed, and will remain closed until further notice:
Customer Service Centre at Meteor Street Adamsdown;

Head Office, Tolven Court
Community Centres at Trowbridge and Tremorfa.  The Culture and Media Centre (CMC) housed on the first floor @Loudoun

Tenant and community meetings will also be postponed.

We are here to help so please call us on 029 2046 8490 if you need to speak to us.

Hayley Selway
Chief Executive Officer


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.  Are lettings still taking place?

We are currently re-housing emergency cases only in collaboration with Cardiff Council.

Non-emergency housing applications including transfer applications are not being accepted at this time.

If you are a CCHA tenant wishing to move then please contact our Customer Services team. we will record your application date & make sure any subsequent transfer application is backdated to this date.

Mutual Exchange applications are on hold and we are not currently accepting new applications.

If you are offered an emergency move then we may send you a video of the property or ask you to view it alone.  Any communications will be conducted over the phone and we will ask you to return the tenancy documents by post and photograph & email or scan a copy to us.

If you are leaving a CCHA property then please put your keys in an envelope and include your full name, address you are vacating, new address & contact details and post this through the letterbox at either Tolven or Meteor Street office.  If you cannot get to the office then this can be send by mail.

3. 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 inchttps://www.ccha.org.uk/wp-admin/admin.php?page=wp-triggerome. 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.

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

In light of the new guidance we received on 16th March 2020, 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.

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

Please contact us on 029 2046 8490

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

Please contact us on 029 46 8490

7.  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. As time goes on, in some cases they may have to wear masks.  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.

8. Will our Community Centres and facilities at Loudon Square be affected?

As with our offices at Meteor Street and Tolven Court, we are also closing our Community Centres at Loudon Square, Trowbridge and Tremorfa from Wednesday 18th March 2020. If you have booked any of these venues we will be in contact with you over the coming days.

9. 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.

10. 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.