A round up of how we performed last year with commentary from the Chair and Vice Chair of our Residents Experience Panel.
We've broken our report down into five important topics, click on each one to find out more about how we did.
Welcome to your 2024-25 Residents Report. The report is here to help you understand how CKH is performing as your landlord, what was achieved last year, and how they plan to improve services going forward. We are both engaged residents and sit on the Resident Experience Panel as well as CKH’s Group Board. We have overseen this report to make sure it contains the information you have said is important to you. The figures in this report relate to performance and satisfaction for residents in rented homes.
The Residents Performance Dashboard, which was developed in partnership with engaged residents, supplements this report and holds all the key performance information that we said was important. The dashboard is updated four times a year to let you know how CKH are performing against their targets so all residents are able to assess progress regularly throughout the year.
In this report, CKH use three grades to help show how they are doing. ‘Where we need to be’ means meeting or beating target, ‘nearly there’ means they are not quite there but very close to meeting target, and ‘need to improve’ means they have not met the target and have more work to do. Where possible, CKH benchmarks its performance against the performance of Housemark’s upper quartile (UQ) Central and Southern English Housing Associations with under 20,000 units. So, the ratings let you know how CKH compares to other similar providers too. You will also see scores throughout the report from residents. These come from the annual Tenant Satisfaction Measures surveys that CKH carry out and are highlighted with TSM. They give a broad view on how happy or unhappy residents are with the services provided, so if you get a phone call asking to take part in a survey, please do!
As engaged residents, we will be using these scores to help us decide what topics to take a closer look at in the year ahead to give CKH our feedback on how to improve. We have added comments throughout the report to let you know how we think CKH is performing, from an engaged resident view. We hope you enjoy reading it and that you will let us have any feedback you might have on the report.
Terri and Jill
Chair and Vice Chair, Residents Experience Panel and resident representatives on the CKH board
We put our residents first in everything we do.
Take a look at how we prioritised the people who live in our homes last year.
Your views shape our services.
Read about how resident feedback helped us improve in 2024-25.
We invest in taking care of our homes, so our residents can feel safe and proud of the home they live in.
Find out how our repairs service performed as well as how we did on all the important health and safety areas.
We make sure our services are well run and provide good value for money.
See how we spent every pound.
We build new homes in the areas that need them most and work in partnership to provide essential support services to the people who make our communities come alive.
Find out how many people we supported in 2024-25.