Using your feedback
We use the feedback you share with us, good or bad, to improve our services.
We really want to hear from you about our services. As well as getting involved in one of our panels there are lots of ways you can let us know how we are doing. We send out short surveys after many interactions you will have with us, and that feedback gives us our Net Promoter Score and satisfaction
scores.
These surveys also give you space to leave comments. Some of you left us some positive comments – our teams always love to hear when we have got it right!
“The adviser was extremely patient with me and helped me sort the mess I got myself into, out. Didn’t make me feel worse than I do. Very relieved and
satisfied.”“I have been a tenant for over 20 years and am so grateful that 20 years ago you gave me a house, that has become a home. We love our home. Thank you.”
“I was given chance to speak, explain my situation and offered advice that would save me time, energy and potential stress in the near future.”
Unfortunately, we don’t always get it right, and we want to know where you feel we could have done better.
“Very poor service, problem ongoing and unresolved.”
“On two different occasions I was told that a situation would be resolved and I found out yesterday that it has not been resolved.”
We hope that our focus on response times and training will reduce these problems.
We review every single comment that you share with us and make sure we think hard about ways we can improve as individuals, teams and as a whole organisation.
We have also received 731 compliments from you. The most common compliment was about how helpful a colleague was, followed by the standard of work
and professionalism. Thank you to everyone who has shared a compliment with us, they are always reassuring to receive and valued by our staff.
Following your feedback, this year we have extended the opening hours for our Resident Contact Centre and Repairs Centre, so that you can contact us for longer. We know that work, caring and other commitments mean you sometimes need to get in touch at different times, and so our team are here for you from 8am until 6pm on Mondays and Thursdays and 8am until 5pm on Tuesdays, Wednesdays and Fridays. Of course, our emergency repairs line remains open 24 hours a day.
We also spoke to over 1,000 of you this year for our Tenant Satisfaction surveys. We are really pleased that overall satisfaction levels have increased from 76% last year to 92% this year. That’s fantastic news, but we won’t rest on our laurels!
You can see our Tenant Satisfaction Measure scores in the ‘how you scored us’ sections of this report. You can also view the results in full on our website.
Unfortunately, one of our lowest satisfaction scores related to complaints handling. Our new Resident Feedback and Experience Manager joined us in October, and is playing a strong role in managing complaints and making sure we learn from the experiences you share with us. Our new Board member, Jo Proctor, has joined us as the Board member responsible for complaints. Complaints are reviewed at every Board meeting and the Board monitors how learning outcomes are put into action and services improved.
In 2024-25, we received 95 complaints, compared to 61 complaints the year before. We resolved 74 at stage one and 21 were resolved at stage two. This equals 5.5 stage one complaints and 1.6 stage two complaints per 1,000 homes.
The two services which received the most complaints were our Repairs service (39 complaints) and our Strategic Housing Delivery service, which is responsible for dealing with all tenancy matters, including anti-social behaviour (15 complaints). We have worked hard to improve these two services over the year and hope to see our scores improve.
We received complaints about the time it took to complete repairs and the lack of communication about what was happening with a repair. We have worked to improve the coordination of works between CKH, operatives and residents. We will ensure that staff take ownership of actions and follow up. We have also instructed contractors to communicate with you in a timely manner and ensure you are kept informed of any delays to works or other problems arising.
We have also received a complaint about works not being carried out following surveyor visits for damp and mould. We have improved communication with residents following these visits and are ensuring surveyors agree next steps with you. We have also improved recording of actions agreed to ensure these are followed up quickly.
You can find a copy of our Complaints Policy, the annual complaints self assessment that we complete for the Housing Ombudsman and the report that goes to our Board about complaints performance on the complaints and feedback page.
What our engaged residents say
"Service requests and complaints are a good way for CKH to see where their services fall short of resident expectations, and it is good to see them take complaints so seriously. The Resident Experience and Feedback Manager is working with the new residents Complaints Panel to help to identify trends within complaints to look at the broader themes raised. I hope that the satisfaction levels with complaint resolution will improve as a result of this.
"Your feedback really does make a difference, so please do let CKH know not only when they have done a good job, but also where they could do better." — Terri
How we performed
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2024-25 performance
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Target
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Compared to target
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|
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Service requests responded to within 2 working days
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93.29%
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100%
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Need to improve
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Complaints responded to in line with Housing Ombudsman Complaint Handling Code timescales
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100%
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100%
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Where we need to be
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No. complaints referred to Housing Ombudsman
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3 |
—
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—
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Net promotor score (how likely residents are to recommend CKH — scored between -100 and 100)
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70
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60
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Where we need to be
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Customer satisfaction score
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4.7 out of 5
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4.4
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Where we need to be
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|
Repairs satisfaction score
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4.6 out of 5
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4.0
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Where we need to be
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A service request is when you get in touch with us to ask us something. We aim to get back to you within two working days. We know we need to improve our response times and we are working hard with our staff to do this. We now monitor individual performance weekly and take action to ensure all staff are trained to deal with enquiries promptly and effectively.
