Tenant Satisfaction Measures
The government asks all housing associations to report a set of performance and satisfaction numbers each year. See our scores from last year.
This is just one of the ways we listen to your views. You may be contacted to take part in a satisfaction survey over the phone or via email. The questions we ask you are called ‘Tenant Satisfaction Measures’.
The survey
We contact a random group of residents to complete the survey each year, this might be over the phone or via email. The survey is quite short, it should only take 5 to 7 minutes to complete.
How we use the results
We read every piece of feedback you share and use it to spot ways to improve. Sometimes we can make changes straightaway and sometimes we use your feedback to help us plan for improvements in the future. We will tell you how your feedback is impacting on our services through our regular communications.
The surveys are completed anonymously, however, if you are dissatisfied with your experience, you have the option to give permission for us to contact you to talk about your experience and try to make it right.
How else can I share my feedback?
There are lots of ways you can get in touch to share your feedback. Whether you want to compliment a member of our team or let us know we didn’t get it right, we love to hear from you.
- Did we get it wrong? Let us know using the form on our complaints and feedback page.
- Start a live chat with our Customer First team
- Call our Customer First team on 01733 385000
- Tell us in person, you can visit CKH Customer Central on Bridge Street.
Tenant satisfaction measures 2023-24
How many people took part (number of responses)?
We received survey responses from 995 people. This includes 867 responses from people living in our rented homes, including retirement housing communities, and 128 responses from people living in shared ownership homes.
We provide homes and services to 11,263 residents in Low Cost Rental Accommodation (LCRA) and 1,326 in Low Cost Home Ownership accommodation (LCHO) who would be eligible to take part in this survey. That means we received survey responses from 8% of our residents and shared owners.
To meet the required confidence levels of +/-3% for both LCHO and LCRA we should have calculated the response rates separately. Unfortunately, our target for responses was targeted on a combined response rate which resulted in us collecting fewer LCHO responses than required. This was identified after the survey closed and has been rectified for the 2024-2025 survey.
When did this survey take place (timing)?
The survey was conducted between April 2023 and March 2024. We completed the survey four times throughout the year, asking different residents to share their views in April, July, November, and January.
How did people take part in the survey (collection methods)?
466 people completed the survey over the phone, 353 people submitted their responses online and 176 people replied via text.
Does the sample of people who took part represent the wider community living in CKH homes (representativeness)?
We took a sample approach selecting residents at random to take part. Although people were selected at random, we monitored responses carefully to ensure we received opinions from a wide range of people. We monitored against property type, ethnicity, age, location, property size and household size (not residents in Low Cost Rental Accommodation only). We found that there were fair and consistent trends over the survey period. Therefore, we believe no group was at a disadvantage through the random approach.
Demographic breakdown report.pdf
Was weighting used?
No. Weighting is a statistical technique that can be used to update survey responses to better represent the wider community. We did not use weighting as we made sure we spoke to people from a wide range of ages, abilities, and backgrounds and believe no group was at a disadvantage through the random approach.
Did CKH use an external company to complete the survey?
Yes, we worked with a partner, CX Feedback, who contacted residents on our behalf. They are an experienced customer feedback agency who follow the Market Research Society code of conduct to make sure their approach is ethical and independent.
Were any households excluded?
There are 0 tenant households excluded due to exceptional circumstances as described in the TSM guidance.
Were any incentives offered?
No, we simply asked people to spare a few minutes to share some feedback to help us improve.
What questions were asked?
We asked 12 questions about people’s experiences and perceptions of our services. We also asked why residents felt satisfied or dissatisfied with our service (TP01) and checked if residents gave permission for us to follow up on negative feedback to try to put things right.
You can read all the questions in the questionnaire survey design.
Were there any factors in the method applied that may have had a material impact on the measures reported?
No.
Why did we choose this approach (Methodology)?
We ensured the survey was conducted independently by using third party contractors, who were also able to advise on best practice and the most effective methods for distributing the survey. We chose a mixed methodology of telephone, text and email as we believed this would provide the most cost-effective way to achieve representativeness. By completing the survey over the year we were able to respond to emerging issues, trends or urgent pieces of information quickly and effectively.
The results
Click on the headings to view the results by topic:
The CKH experience
Combined results for residents in rented homes and shared ownership homes:
- 73% of residents are satisfied with the overall service from CKH.
- 59% of residents are satisfied we make a positive contribution to the neighbourhood.
- 74% of residents agree we treat them fairly and with respect.
- 70% of residents are satisfied that we keep them informed about things that matter to them.
Results for residents of rented homes:
- 76% of residents are satisfied with the overall service from CKH.
- 62% of residents are satisfied we make a positive contribution to the neighbourhood.
- 76% of residents agree we treat them fairly and with respect.
- 74% of residents are satisfied that we keep them informed about things that matter to them.
Results for residents for shared owners:
- 50% of residents are satisfied with the overall service from CKH.
- 33% of residents are satisfied we make a positive contribution to the neighbourhood.
- 54% of residents agree we treat them fairly and with respect.
- 43% of residents are satisfied that we keep them informed about things that matter to them.
Health and safety
- 100% of all required gas safety checks, fire risk assessments, asbestos management surveys or re-inspections, legionella risk assessments and passenger lift safety checks have been completed for rented and shared ownership homes. Take a look at our residents performance dashboard for more details.
Combined results for residents in rented homes and shared ownership homes:
- 80% of residents are satisfied that their home is safe.
Breakdown of results by type of low cost accommodation:
- 81% of residents are satisfied their home is safe.
- 72.4% of shared owners are satisfied their home is safe.
Looking after your home and neighbourhood
- 100% of our homes meet the Decent Homes Standard.
- We completed 100% of emergency repairs on time (within 24 hours) and 95.89% of non-emergency repairs on time (within 28 days).
How residents in rented homes scored our repairs service:
- 79% of residents who received a repair in the last 12 months are satisfied with the overall repairs service.
- 79% of residents who received a repair in the last 12 months are satisfied with the time taken to complete their most recent repair.
- 77% of residents are satisfied that their home is well maintained.
Combined results for residents in rented homes and shared ownership homes with communal areas:
- 56% of residents with communal areas are satisfied that their landlord keeps communal areas clean and well maintained.
Breakdown of results by type of low cost accommodation:
- 60% of residents in rented homes with communal areas are satisfied that their landlord keeps communal areas clean and well maintained.
- 23% of shared owners with communal areas are satisfied that their landlord keeps communal areas clean and well maintained.
Listening to your feedback
Combined results for residents in rented homes and shared ownership homes:
- 64% of residents are satisfied that we listen to tenant views and act upon them.
- 26% of residents who made a complaint in the last 12 months are satisfied with their landlord’s approach to complaints handling.
- We received an average of 4.8 stage one complaints and 0.6 stage two complaints per 1,000 homes.
- 100% of stage one and stage two complaints from residents of rented homes and shared owners were responded to on time, in line with the Housing Ombudsman’s Complaint Handing Code.
Results for residents of rented homes:
- 68% of residents are satisfied that we listen to tenant views and act upon them.
- 27% of residents who made a complaint in the last 12 months are satisfied with their landlord’s approach to complaints handling.
- We received an average of 6 stage one complaints and 1 stage two complaint per 1,000 homes.
Results for shared owners:
- 34% of shared owners are satisfied that we listen to tenant views and act upon them.
- 17% of shared owners who made a complaint in the last 12 months are satisfied with their landlord’s approach to complaints handling.
- We received an the average of 2 stage one complaints and 2 stage two complaints per 1,000 homes.
Dealing with anti-social behaviour
Combined results for residents in low cost rented homes and low cost shared ownership homes:
- We opened 10.4 anti-social behaviour cases and 0.5 anti-social behaviour cases that involved hate crime per 1,000 homes.
- 52% of residents are satisfied with our approach to handling anti-social behaviour.