What to expect when we visit you at home

Resident feedback from a recent visit:

“Sam the Neighbourhood Manager was very understanding on any concerns I had and advised me on what I needed to do. He was very pleasant and was a pleasure to meet.”

Every year, we will visit you to check the condition of your home and make sure we have all the right information about you. We appreciate you taking the time to talk to us and allowing us to complete this essential check. To make it easy for you, we will be inviting residents to book the date of their next visit using our online booking calendar, which provides a six-week booking window. You will receive an email when it is time to book your appointment. We encourage you to schedule your appointment promptly to secure the widest choice of available times and to help us complete this essential check without delay.

Please let us know if any of your contact details change so we can be sure we have the correct information to send your booking invitation. Simply complete the update details form in  MyCKH  or call us on 01733 385000.

Your Neighbourhood Manager will visit your home on the date and time you choose. The visit will take around 30 minutes, during which they will:

  • Check your personal details, for example your phone number and date of birth
  • Confirm who lives in your home. If there have been any changes, please be ready to provide evidence so we can update our records (for example, a marriage certificate, birth certificate, or change of name deed). If a new adult has moved in, they will need to provide proof of their right to rent, including photo ID and evidence such as household bills or bank statements showing the address.
  • Discuss any additional needs or vulnerabilities that any member of your household may have.
  • Take a look in every room to check the condition, including the garden.
  • Check for any early signs of potential damp or mould.
  • Inspect any fire doors that you may have.

Your Neighbourhood Manager is also a great person to talk to about the services and support available to you as a CKH resident. Feel free to ask us about our Money Advice Service, access to training and education, My CKH and much more.

There is no need to call us about this appointment, as we will contact you when you may book your visit. However, you do not need to wait to talk to us about repairs, changes to your household or any other important issue. Call us on 01733 385000 if you need to get in touch.

All CKH employees carry ID and will always identify themselves before asking to come into your home. If you are unsure if a visit is genuine, please close the door and call our Resident Contact Centre who will be able to confirm if you were due a visit.

Why are these visits important?

Your Neighbourhood Manager is very knowledgeable about tenancies, so please ask them any questions you may have about your rights or responsibilities while living in a CKH home.

During a recent visit, a resident let us know that, unfortunately, his wife had recently passed away. Understandably, they were quite anxious and concerned about the possibility of becoming homeless. Their Neighbourhood Manager explained that they will not need to leave their home as they can take on the tenancy through survivorship rights. The resident was pleased with the outcome as he took succession of the tenancy and stayed living in the home.

If you ever experience a similar situation, call us as soon as possible so we can offer advice, and support you to take away some of the worry. We are here to help. Just call: 01733 385000.