Good homes
We aim for every CKH home to be safe and well maintained at all times.
In 2025-26, we focussed the condition of our homes through our planned works programme. When CKH was created more than 20 years ago, one of our first priorities was to improve the quality of the homes we took over. Two decades on, we are once again investing heavily in these homes to ensure residents enjoy reliable, safe and energy efficient homes. We began a £54 million investment to replace thousands of kitchens, bathrooms, boilers, and double glazing over three years. Last year, we installed over 600 new kitchens, 40 new bathrooms and over 800 new heating systems.
You said, we did: After an extensive selection process which included substantial resident engagement, we have chosen a new contract with Mears to provide our responsive repairs and planned maintenance contract for the years ahead. This contract builds on a long-term working relationship that has been delivering high standards for our residents.
How you scored us:
You scored your satisfaction with our repairs service as 4.6 out of 5.
86% of residents are satisfied with the overall repairs service and the time taken to complete a repair. (TSM)
88% of residents are satisfied that their home is well maintained. (TSM)
76% of residents are satisfied that communal areas are clean and well maintained. (TSM)
Between April 2025 and March 2026, we completed 38,344 repairs. Although we missed our target, we did resolve more than 35,000 repairs on the first visit and the number of repeat calls from residents regarding the same repair reduced by 19% compared to last year.
We know how important a reliable repairs service is, so we are keen to improve our performance in 2026-27. We are working together with Mears to ensure our residents always remain the priority. We have already made some improvements to the way you are informed about repairs which need additional work so you understand what the next steps are.
You said, we did: We are also working with the Scrutiny Panel for Service Improvement to review repairs that are not fixed first time to see how else we can improve.
In October 2025, a new law was introduced to make sure landlords deal with damp and mould within strict timeframes. A damp and mould action group meet daily to review all new and open cases to ensure effective action is taken in line with the timescales set out by law. Information about the typical causes of damp and mould can help us to profile which of our homes may present similar problems in the years ahead.
How you scored us:
93% of residents are satisfied their home is safe. (TSM)
How we performed
| 2025-26 performance | Target | Compared to target | |
| Repairs completed | 38,344 | - | - |
| Appointments kept | 99.6% | 98.9% | Where we need to be |
| First fix: repairs resolved on first visit | 93.1% | 98.9% | Needs improvement |
| Emergency repairs completed within 24 hours | 99.9% | 100% | Nearly there |
|
Urgent repairs completed within 7 days
|
86.7% | 99.5% | Need to improve |
|
Routine repairs completed within 28 days
|
97.9% | 99.5% | Nearly there |
How we performed
| 2025-26 performance | Target | Compared to target | |
| Homes with valid gas safety certificate | 100% | 100% | Where we need to be |
| Homes with an electrical safety check in the past 5 years | 99.76% | 100% | Nearly there |
| Required homes with a fire risk assessment in place | 100% | 100% | Where we need to be |
| Asbestos surveys completed | 100% | 100% | Where we need to be |
| Required passenger lift inspections completed | 100% | 100% | Where we need to be |
| Legionella tests completed | 96.08% | 100% | Where we need to be |