Using your feedback
We use the feedback you share with us, good or bad, to improve our services.
In 2025-26, we were proud to be reaccredited by Tpas for our approach to resident engagement. The accreditation highlights the value of working with a broad group of engaged residents who can provide us with fresh perspectives that ensure we have considered our services from every angle.
During the year, 74 residents took part in our Panels or acted as a CKH Champion during the year. These residents helped shape what the focus of our Estates Improvements and Investments Panel should be and approved important documents that affect everyone, like our Equity, Diversity and Inclusion Strategy and Income Management Policy.
We spoke to 1,287 residents and homeowners as part of the annual Tenant Satisfaction Measures survey. We also received more than 5,000 responses to our requests for feedback after you received a service from us. Our Neighbourhood Managers and Resident Engagement team went out and about to make it easy for you to talk to us, hosting almost 100 events in local communities.
You said, we did: We created a dedicated complaints team to look at your feedback and make sure you receive prompt, clear responses.
We always aim to get it right first time, but when we don't it is important we learn where things went wrong. We received 346 stage 1 complaints. We were late acknowledging 3 complaints as we needed to seek further advice and clarification. As well as trying to resolve the problem for the individual who got in touch, we're looking at the details of complaints to see if there are ways we can improve for everyone. Our Resident Complaints Panel helps us look into trends and lessons learned and offer recommendations to services from the complaints we receive. You can find our complaints self-assessment on our complaints and feedback page.
How you scored us:
87% of residents are satisfied that we listen to tenant views and act upon them. (TSM)
92% of residents are satisfied that we keep them informed about things that matter to them. (TSM)
42% of residents who made a complaint were satisfied with our approach. (TSM)
How we performed
|
How we did
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Target
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Compared to target
|
|
|
Service requests responded to within 2 working days
|
91.7%
|
100%
|
Need to improve
|
|
Complaints responded to in line with Housing Ombudsman Complaint Handling Code timescales
|
99.3%
|
100%
|
Where we need to be
|
|
No. complaints referred to Housing Ombudsman
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10 |
-
|
-
|
|
Net promotor score (how likely residents are to recommend CKH - scored between -100 and 100)
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75
|
57 |
Where we need to be
|
|
Customer satisfaction score
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4.7 out of 5
|
4.4
|
Where we need to be
|
|
Repairs satisfaction score
|
4.7 out of 5
|
4.0
|
Where we need to be
|
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.