Residents first
We design our services around our residents. From supporting complex needs to making information easy to understand, we want to make sure you feel confident you can rely on CKH services.
Our customer service approach is all about treating people as individuals. Our teams are trained in our LETS principles, which means when you get in touch we promise to Listen to you, Empathise, Take action and offer appropriate Support, every time.
How you scored us:
- 91% of residents are satisfied with the overall service from CKH, compared to 92% last year. (TSM)
- 96% of residents agree we treat them fairly and with respect, compared to 96% last year. (TSM)
- You scored us 4.7 out of 5 for both customer service satisfaction and satisfaction that we listened to what you had to say.
You said, we did: In April 2025, we restructured our customer service and repairs teams to create a single Contact Centre to handle incoming resident enquiries more efficiently. The performance speaks for itself, with more than 80% of calls answered within 20 seconds. As a result, we've also seen a significant reduction in the number of calls that are abandoned before we can answer them. That's important because it means you can reach us when you need to.
We are committed to providing specialist support to people and have retained our accreditation from the Domestic Abuse Housing Alliance for the support we provide to any resident experiencing domestic abuse in one of our homes.
For the third year in a row, we completed annual tenancy visits to all households. We introduced a new booking system to allow you more choice and control over when your visit takes place. The visits allow us to build a better understanding of your needs and the condition of our homes, which means we can act quickly when extra support is needed. Last year, we achieved 4.9 out of 5 for satisfaction with home visits and 4.8 with the outcome of the visit.
You said, we did: Based on your feedback, we changed the guidelines on when we would provide anti-social behaviour (ASB) support, as you said you wanted more assistance with low level problems. Therefore, we opened 431 cases during the year compared to 175 in 2024-25. We're still keen to improve our service so are reviewing how we work as well as how we communicate with you to help you understand what we can and cannot do to address ASB.
How you scored us:
77% of residents are satisfied with our approach to handling anti-social behaviour. (TSM)
Support for you
Our Tenancy Sustainment team is here to help those residents who need a little extra help. From support with mental health issues to hoarding or providing money advice, they work one on one to provide the necessary assistance to help residents maintain their tenancies and stay in their homes.
During the year, we:
- Supported 512 residents.
- Worked with 4 households identified as 'high risk' by the fire service due to hoarding to reduce their possessions to the point they were deemed acceptable.
- Worked with the Local Energy Partnership (LEAP) to support 111 households, saving those residents a combined £124,998 in energy costs.
- Supported residents with a total spend of £55,477 through our Be Kind fund.
- Achieved a satisfaction score of 4.7 from the residents they worked with.
About our homes
How we performed
| Target | How we did | Compared to target | |
| Homes meeting Decent Homes Standard | 100% | 100% | Where we need to be |
| Average no. days taken to relet a home | 18 | 29.3 | Need to improve |
| Average score shown on energy performance certificates (called a SAP rating) | 83.1 | 83 | Where we need to be |
| How much rent is owed as a % of the total rent for the year | 1.06% | 1.25% | Where we need to be |