Good homes
We aim for every CKH home to be safe and well maintained at all times.
We know the performance of our repairs service is very important to you. There are some areas we didn’t do as well as we aimed to: fixing the problem at the first visit and the delivery of completed repairs on time. Although our contractors, Mears, missed our targets for repairs completed on time, in most cases, contractors arrived on the same day as the scheduled appointment. We are working with Mears to improve this further. We now keep many more commonly needed parts and materials in stock and are seeing an improvement in these areas for the second year in a row, but we will continue to work closely with Mears over the year ahead to keep improving performance in these areas.
After the pandemic, we were faced with the challenge of trying to deliver quality, value for money services in the face of rising costs. At that time, we decided to stop offering fencing repairs as part of our standard repairs service. However, over the last two years several of you have shared feedback about the impact of broken fences which you cannot afford to replace and how that impacts on your relationships with neighbours. So, from April 2024 we once again are completing works to replace or repair broken fencing as it is important to us that you feel safe and have a home you can feel proud of.
Then: In 2008, we appointed Mears as our contractor following a robust selection process. A panel of residents, leaseholders, colleagues and board members chose Mears to deliver our home maintenance services and planned works.
Now: In 2024, we started preparing for the end of our current contract with Mears. A new repairs contract will be in place from 2026, so we are asking Mears and other contractors to submit their bids for how they would run a service for us once the current one expires. We will let you know what is happening every step of the way, but if you would like to be involved in the process, please call us on 01733 385000.
How we performed
| 2023-24 performance | Target | Compared to target | |
| Total no. repairs | 38,263 | - | - |
| Appointments kept | 99.62% | 98.9% | Where we need to be |
| First fix: repairs resolved on first visit | 95.62% | 98.5% | Nearly there |
| Emergency repairs completed within 24 hours | 100% | 100% | Where we need to be |
|
Urgent repairs completed within 7 days
|
100% | 99.5% | Where we need to be |
|
Routine repairs completed within 28 days
|
95.89% | 99.5% | Nearly there |
About our homes
In 2023-24, we invested £11.6 million into replacing or upgrading elements in our homes. That money was spent delivering more than 3,064 planned works including 207 new kitchens, 1,505 new boilers, and 506 new fire doors.
Then: Part of our promise from day one was to spend £108m improving our homes over five years to make sure they met the Decent Homes Standard set by the government. We achieved our goal in just three and a half years and have maintained 100% decent homes standard ever since.
Now: We are focussed on making sure all our homes are as energy efficient as possible. Twenty years ago, the average energy efficiency rating for our homes was 61, today it is 83. We only have about 120 homes that are rated below band C and in 2023-24 we secured grant funding to complete works to improve their energy efficiency.
How we performed
| 2023-24 performance | Target | Compared to target | |
| Homes meeting Decent Homes Standard | 100% | 100% | Where we need to be |
| Average no. days taken to relet a home | 16.2 | 18 | Where we need to be |
| Average score shown on energy performance certificates (called a SAP rating) | 83.09 | 83 | Where we need to be |
| How much rent is owed as a % of the total rent for the year | 1.2% | 1.4% | Where we need to be |
| 2023-24 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 | 99.8% | 100% | Need to improve |
| Required homes with a fire risk assessment in place | 100% | 100% | Where we need to be |
| Homes with high risk asbestos | 0% | 0% | Where we need to be |
| Outstanding lift inspections | 0 | 0 | Where we need to be |
| Legionella tests completed | 100% | 100% | Where we need to be |
Health and safety
The law states we must check the electrical safety of your home once every 10 years. We take health and safety so seriously that instead, we aim to complete safety inspections every five years. At the moment, we’re a little behind our target but all our homes have certificates in line with the legal requirements.
If you are ever concerned about the condition of your home and think there may be a health and safety problem, please contact us as soon as possible. You can report a repair 24/7 by calling 01733 385000.
What our Involved Residents say
"I sit on the Health and Safety Steering Group which meets regularly throughout the year so see first hand how seriously any potential problems are dealt with. CKH has a robust reporting system set up to make sure any essential checks, repairs or replacements happen on time. Damp and mould is now categorised as one of the top health and safety topics, like fire safety, and we talk about it at every meeting to make sure any homes with serious mould are being checked very thoroughly to understand the cause.
If you think there is a health and safety concern in your home, please contact CKH as soon you can. They will assess the problem and make sure your home is safe as a top priority." — Terri