Resident Report 2025-26

Welcome to the 2025-26 Residents Report, where you can read more about how CKH performed and how your engaged residents have held CKH to account.

Writing this introduction will be one of my last acts as Chair of the Resident Engagement Panel (REP). I am stepping down this autumn as I have reached my maximum time allowed by the Regulator of Social Housing. I have been on the Panel (and the Resident Board before that) for 6 fantastic years and have really enjoyed being part of so many conversations about what residents want and need from CKH as their landlord.

I've had the chance to:

• Shape new resident engagement opportunities
• Be part of the planning for the introduction of Awaab's Law
•  Take a close look at the results of the annual Tenant Satisfaction Measures to see where there are areas to improve
• Sit on the Health and Safety Steering Group to understand how CKH manage risks and keep residents safe in their homes.

When I look back on my time it's quite hard to believe just how much has happened, and 2025-26 was another busy 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 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 and sets targets against the performance of Housemark's upper quartile Central and Southern English Housing Associations with under 20,000 homes. So, the ratings let you know how CKH compares to other similar providers too.

You will also see satisfaction scores from residents. Some of these come from the annual Tenant Satisfaction Measures surveys that CKH carry out and are highlighted with TSM. Others come from the text surveys you complete after receiving a service from CKH. They give a broad view on how happy or unhappy residents are with the services provided, so if you get a phone call or text asking to take part in a survey, please do!

I will really miss being part of REP and the resident engagement team, it's been such a rewarding experience, and I hope I've made a difference. If you've ever thought about getting involved, you should get in touch with CKH as you might surprise yourself with how much you have to offer and how much you can get out of it. You can find out more about resident engagement opportunities on the get involved page.

Terri 
Chair, Residents Experience Panel and resident representative on the CKH board

 

It has been another busy year at CKH, and you have been at the heart of the changes we've been able to make. Your views, experiences and challenge help CKH understand what matters most to you and where they needed to do better. I want to thank every resident who has given their time, shared feedback, asked questions or taken part in our engagement activities. Your involvement helps us to hold CKH to account and shapes real improvements for residents. I would also like to thank CKH colleagues who have worked openly with engaged residents, listened to what you have told us and acted on what needs to change.

After nearly two years as Vice Chair of the Resident Engagement Panel, and more than 20 years as an involved resident with CKH, I know that resident feedback makes a difference. Please keep telling CKH what is working well, what is not, and what would make services better for you and your community. You can share your views through the surveys you receive or by calling 01733 385000. 

Jill

Vice Chair, Residents Experience Panel and resident representative on the CKH board