Complaints and feedback
We always aim to get it right first time. Please let us know if we get it wrong so we can make a change.
Your feedback
We will contact you from time to time to ask how well we are doing.
We will send a text asking for your feedback after you have used one of our services or been visited at home by a member of our team. It only takes a few minutes to complete the online survey but we use all your comments and scores to evaluate what we are doing well and what we can do to improve.
We also carry out satisfaction surveys with a random sample of residents during the year. If you are selected, you will be contacted via email or over the phone to share your feedback. There are about 20 questions and we would really love to hear your thoughts. The results of these surveys must be reported to our regulator as part of the Tenant Satisfaction Measures. What are Tenant Satisfaction Measures?
The feedback you share helps us to make sure the standards of all our services stay high and identify areas we could do better. If you do not want to be contacted to share your feedback, please email our Customer First team.
Did we get it wrong?
We always aim to get it right first time, but occasionally things can go wrong. When that happens we will do everything we can to put it right. We will try to get to the bottom of the issue and get back to you with a satisfactory outcome as quickly as possible.
When something goes wrong, please share your feedback. If we can’t resolve your query straightaway we aim to give you a specific response within two working days. If your query is more complex, we will let you know when you can expect a full response.
If we have not delivered the service you expect of us, please let us know.
If you feel we have let you down, you can make a complaint about the service you received. Just contact us by email, over the phone, or in person with all the details. Take a look at our Complaints policy. Every year, we complete a Complaint Handling Code self-assessment in line with best practice guidance from the Housing Ombudsman. This is approved by our Board alongside an Annual Complaints Performance and Service Improvement Report and a Complaints Statement from CKH Board. The Housing Ombudsman has produced a Landlord Report on our performance in 2024-25.
Housing Ombudsman
In the UK, there are different ombudsman services to support people dealing with different issues. An ombudsman must be impartial (that means that they do not take sides) and the service is always free to use. The Housing Ombudsman is a service set up to look at complaints about housing associations and local authorities.
The Housing Ombudsman is chosen by the government. They consider how landlords deal with complaints and will try to help resolve disputes.
As a CKH resident you can contact the Housing Ombudsman for advice.
Visit the Housing Ombudsman website to find out more.
Advocacy services
We have recently become aware of a new advocacy service offering help to CKH residents and other social housing providers. Advocacy projects have an important role to play in helping you understand and enjoy their rights, but it is important that you are aware of the limitations of such services when compared to other options such as taking legal advice from qualified lawyers.
Before using such services, we urge our residents to consider:
Are the individuals who are advising me legally qualified?
If not, what expertise do they have and how did they obtain it? Not only could the advice you receive be inaccurate, but there may also be no “legal privilege” between you and the advisor, meaning that any information shared with the advisors could later be referenced in Court proceedings.
What can I do if the advice I receive is wrong?
Check whether the advisor or the service has an appropriate insurance policy in place.
Is the service registered with the Information Commissioner’s Office and does it have a Privacy Policy?
This will give you some assurance that your personal data will be held in accordance with the Data Protection Act 2018.
Where does the service operate from?
Some services operate informally without any business premises. Take steps to ensure your personal safety if you are meeting with advisors in person.
If in doubt, speak to a qualified lawyer, Citizens Advice, Shelter, a Law Centre or the Housing Ombudsman.