Residents performance dashboard
We will always be up front about how we are performing. This dashboard was designed in partnership with residents to help keep you up to date with how we are doing.
How we're performing
We aim to deliver excellent services to all our residents throughout the year and we monitor our performance to track how we are doing. This dashboard lets you see how well we are performing against the targets we set ourselves and, in particular, where we need to improve.
The information you can see here is the same data that we use as a business to manage our services to ensure we deliver quality experiences and also to identify areas for improvement.
Our involved residents helped us design this dashboard to make sure you, our residents, have access to the information you need.
The data currently shows our performance from 1 April 2024 to 31 March 2025. You can find previous year's performance in our Resident Reports.
Repairs
We report on 5 key measures of success for our repairs service. We are on track with 1 out of 5 our targets.
In 2024-25, we completed 31, 272 repairs. Including, 9,748 emergency repairs.
Appointments kept
We monitor how often our contactors make it to their appointments on time.
- 99.6% of our scheduled appointments were kept. Our target is 98.9%.
First fix: repairs resolved on first visit
Our contractors aim to fix the problem on the first visit to your home.
- 91.3% of our repairs were completed first time. Our target is 98.5%.
Emergency repairs completed within 24 hours
All but one emergency repair was completed on time, within 24 hours.
- 99.9% of emergency repairs were completed on time. Our target is 100%.
Urgent repairs completed within 7 days
- 94.5% of urgent repairs were completed on time. Our target is 99.5%
Routine repairs completed within 28 days
We completed 20,597 routine repairs on time.
- 96.7% of routine repairs were completed on time. Our target is 99.5%.
You can learn more about our repairs service in our Repairs handbook.
If you need to report a repair or talk to us about an existing repair, call us on 01733 385000.
Health and safety
We report on 6 key measures of success for our repairs service. We are on track with 4 out of 6 our targets.
Gas safety
If your home has a gas supply, the law says we need to visit you every year to check it is safe.
- 100% of our homes have valid gas safety certificates. Our target is 100%.
Electrical safety
The law says we must complete an electrical safety inspection every 10 years. To make sure your home is as safe as possible, we aim to visit our homes every 5 years to complete an inspection.
- 99.6% of our homes have had an electrical safety check in the past 5 years. Our target is 100%.
Fire risk
- 100% of eligible homes have a valid fire risk assessment. Our target is 100%.
Asbestos
We test more than 10,600 homes for asbestos.
- 0 homes have high risk asbestos. Our target is 0.
Lift inspections
- 0 lift inspections were not completed. Our target is 0.
Legionella risk
Legionella is a bacteria that can live in the water inside your pipes that can cause legionnaires disease, a type of pneumonia. Most of our homes do not require regular testing as the risk is low, however you can learn more about legionella on the safety in your home page.
- 96% of eligible homes had tests completed on time. Our target is 100%.
You can find more information about these health and safety topics and how to keep yourself safe on the safety in your home page.
Complaints and feedback
We report on 5 key measures of success for our repairs service. We are on track with 4 out of 5 our targets.
Customer satisfaction
This score is based on the feedback you share after talking to one of our teams or receiving a service. Every time you reply to one of our surveys, you help us understand how well we are doing. The score is out of 5, with 5 as the top mark.
- Residents gave us an average customer satisfaction score of 4.7. Our target is 4.4 out of 5.
Repair satisfaction
This score is based on the feedback you share after your repair is completed. The score is out of 5, with 5 as the top mark.
- Residents gave our repairs service an average satisfaction score of 4.6. Our target is 4 out of 5.
Net promotor score
This score looks at how likely you are to recommend us to friends and family. We know this can sound like a strange question from a landlord, but it is a standard way of measuring how happy people are with services across a wide range of businesses, from banks to supermarkets. Net promotor scores can range from -100 to +1000. High numbers are good.
- Residents gave us an average net promotor score of 70. Our target is 60.
Service requests
We record your comments about how we can improve our service as 'service requests' Our target is to respond to all service requests within 2 working days.
- We responded to 93% of service requests on time. Our target is 100%.
Complaints
We respond to complaints in line with our Complaints Policy.
- 100% complaints were responded to on time. Our target is 100%.
Residents have the right to take complaints to the Housing Ombudsman if they are unhappy with the outcome or handling of their complaint. We do not have a target for this as residents are free to speak to the Ombudsman whenever they like. 3 complaints were referred to the Housing Ombudsman.
About our homes
We report on 4 key measures of success about our homes. We are on track with 3 out of 4 targets.
Rent arrears
We continually monitor resident's rent accounts and work to help people avoid arrears. We report how much we are owed in outstanding rent payments. Low numbers are good.
- We are owed 0.9% of the total rent charged in outstanding payments. Our target is 1.3%.
Energy efficiency
We understand the energy efficiency of our homes. Sometimes called a SAP rating (Standard Assessment Procedure), this score is the number shown on Energy Performance Certificates. High numbers are good.
- The average energy efficiency rating of our homes is 83.1. Our target is 83.
Decent homes
The decent homes standard is set by the government. Our aim is to always exceed this standard, so our performance should always be 100%.
- 100% of our homes meet the decent homes standard. Our target is 100%.
Re-let times
We monitor how long it takes us to get a home ready to move into after a resident moves out, on average. Low numbers are good.
- On average, it took us 23 days to get our homes ready to let. Our target is 16 days.
How we spent every pound in 2024-25
Thank you for paying your rent and service charges on time. Most CKH residents keep their rent accounts in credit by at least one payment. We use the money you pay in rent to deliver the essential services you need. We also borrow money from the bank so we can build new affordable homes in the communities where they are needed most.
These accounts are currently unaudited. You can find more information about our financial performance and how we deliver value for money in our Financial Accounts which will be available on our website from September 2025.
How we spend each £
Tenant Satisfaction Measures
Every year, we complete a satisfaction survey to ask how you feel about the services we provide as your landlord. We publish these results alongside some key performance information to form our Tenant Satisfaction Measures.
Get involved
You can help shape our services by sharing your and suggestions on how to improve. We would love to hear about what matters to you and the people in your community.