A group of teenagers being taught to whittle sitting at a picnic table

Good governance  

When we talk about 'governance' we mean everything we do to make sure we know how we are performing and that our services are being delivered properly.  

Resident quote: it is the first time I have used the online customer service [live chat] and I think it was really good. So quick and easy to use, plus you are in contact with a person straight away.

As a responsible landlord, we make sure:

  •  Our services are well run
  •  We always aim to provide value for money
  •  We know how we are performing.

Our Board and Residents Board help keep us on track.

The government sets certain standards for health and safety or the types of information we must report, but we also choose to go above and beyond in some areas to make sure we are providing the best services and support possible. Our commitment to people experiencing domestic violence is one example of this. We achieved Domestic Abuse Housing Alliance accreditation in 2022 and we monitor our services to ensure we stay at the high level of support this accreditation demands.  

We are getting ready to renew our Tpas Landlord Accreditation in 2025-26. Tpas are the UK’s tenant engagement experts and they assess how well landlords work with and listen to their residents. In 2021, we were the first housing association to achieve their Landlord Accreditation under their new, stricter requirements.

Resident quote: I found you to be very empathetic in my loss of my husband and very courteous and helpful with helping myself to changing my payments and direct debit for myself and giving advice.

We also believe it is important to make sure we reduce our impact on the environment. We have now secured the Investors in the Environment green award (which is the highest available) for the 10th year in a row.

We take cyber security and protecting your information very seriously. Last year, we secured our cyber essentials certificate which demonstrates that we have lots of protection and controls in place to prevent cyber attacks and reduce the risk of your data being available to the wrong people.    

What our involved residents say

"The Residents Board learns about the way CKH runs as a business and can share our feedback on what matters most to residents. I am very passionate about looking after our planet and think it is essential to consider how what we do today has an impact on future generations, so I am pleased to see that operating in an environmentally friendly way has been a priority for over a decade. 

Following this year’s consultation with residents, there are new ways to have your say. If you would like to help shape some of these decisions and hold CKH to account to make sure they are run well, make sure you get in touch to find out more." — Karen  

How we spend every pound: 51p building new homes, 15p loan interest, 12p planned works, 6p repairs, 7p employee costs, 4p delivering services, 4p other.

How we spend every pound 

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.

You can find more information about our financial performance and how we deliver value for money in our Financial Statement Report 2023-24.