Tenant Satisfaction Measure performance 2024-25

Tenant Satisfaction Measure performance 2024-25

Here’s how we performed against our Tenant Satisfaction Measures for the year April 2024 – March 2025.

The services we provide

78%

were satisfied with overall services provided by FCHO (23/24: 81%)

79%

were satisfied with the overall repairs service received (23/24: 79%)

77%

were satisfied with the time taken to complete their most recent repair (23/24: 77%)

77%

of non-emergency repairs were completed within FCHO's target timescale. (23/24: 70%)

99.7%

of emergency repairs were completed within FCHO's target timescale. (23/24: 99.9%)

72%

were satisfied that FCHO listens to views and acts upon them. (23/24: 71%)

76%

were satisfied that FCHO keeps tenants informed about things that matter to them. (23/24: 77%)

84%

agreed that FCHO treats tenants fairly and with respect. (23/24: 84%)

39%

were satisfied with FCHO's approach to handling complaints. (23/24: 36%)

72.7

Number of Stage 1 complaints received, per 1000 LCRA* homes owned by FCHO. (23/24: 64.6)

8.8

Number of Stage 2 complaints received, per 1000 LCRA* homes owned by FCHO. (23/24: 6.1)

100%

of Stage 1 complaints responded to within Housing Ombudsman code timescales (10 working days, or 20 working days for complex cases only). (23/24:100%)

100%

of Stage 2 complaints responded to within Housing Ombudsman code timescales (20 working days, or 40 working days for complex cases only) (23/24:100%)

(* Low Cost Rental Accommodation)

The home you live in

76%

were satisfied that the home is well maintained. (23/24: 75%)

80%

of respondents satisfied that the home is safe (23/24: 80%)

0%

of homes do not meet the Decent Homes Standard. (23/24: 0%)

100%

of homes which required gas safety checks have had them completed. (23/24: 100%)

100%

of homes which required fire safety checks have had them completed.(23/24: 100%)

100%

of homes which required asbestos management surveys or re-inspections have had them completed. (23/24: 99.6%)

100%

of homes which required legionella risk assessments have had them completed. (23/24: 100%)

100%

of homes which required communal passenger lift safety checks have had them completed. (23/24: 100%)

The area you live in

66%

were satisfied that FCHO makes a positive contribution to neighbourhoods. (23/24: 71%)

66%

were satisfied that FCHO keeps communal areas clean and well maintained. (23/24: 71%)

61%

were satisfied with FCHO's approach to handling anti-social behaviour. (23/24: 64%)

49

Number of anti-social behaviour cases received, per 1000 LCRA* homes owned by FCHO. (23/24:32.6)

0.6

Number of anti-social behaviour cases involving hate crime received, per 1000 LCRA* homes owned by FCHO. (23/24: 0.8)

(* Low Cost Rental Accommodation)

Our key areas of focus to improve our performance April 2025-March 2026

This year we are pleased to report strong TSM performance in key areas including overall customer satisfaction with our services, the time taken to complete repairs and making sure your homes meet key safety requirements.

We also know there are some areas where we need to improve customer satisfaction and over the next 12 months we will be focusing on:

 

  1. Strengthening our approach to anti-social behaviour (ASB).

We know issues including noise nuisance, vandalism, and abuse can have a huge impact on customers and communities.

These are often not just FCHO challenges but more complex issues that require joined-up work with local partners.

We will focus on:

  • Reviewing our ASB processes and identifying where we can make improvements to enhance customer experience and satisfaction.
  • Trialling further approaches to tackle ASB that bring our team together with the police and other partner organisations to help tackle and ASB.

 

  1. Improving how we keep customers updated on our services to keep communal areas clean and well maintained.

We will focus on:

  • Making information about these services clearer and more accessible on our website and where you live.
  • Working with our customer groups to give information that matters to you, including schedules and what you can expect from our services.
  • Improving our systems to plan and schedule work to deliver a consistent, high-quality service and respond faster when you report issues.
  • Working with Oldham Council to tackle waste and fly tipping in our neighbourhoods.

 

  1. Continue to improve our complaints service and response.

We will focus on:

  • Learning from themes and trends and working with our Customer Complaints Working Group to improve our services to you.

 

  1. We will continue to improve our repairs services.

We will focus on:

  • Completing more repairs first time.
  • Reducing waiting times.
  • Improving our communication with you during the repairs process.

 

Read more about our Tenant Satisfaction Measure performance at www.fcho.co.uk/tsm