Tenant Satisfaction Measure performance



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Tenant Satisfaction Measure performance 2023-24

Here’s how we performed against our Tenant Satisfaction Measures for the year April 2023 – March 2024.

The services we provide

81%

were satisfied with overall services provided by FCHO

71%

had a repair carried out to their home in the last 12 months

79%

were satisfied with the overall repairs service received

77%

were satisfied with the time taken to complete their most recent repair

70%

of non-emergency repairs were completed within FCHO's target timescale

99.9%

of emergency repairs were completed within FCHO's target timescale

71%

were satisfied that FCHO listens to views and acts upon them

77%

were satisfied that FCHO keeps tenants informed about things that matter to them

84%

agreed that FCHO treats tenants fairly and with respect

27%

made a complaint in the last 12 months

36%

were satisfied with FCHO's approach to handling complaints

64.6

Number of Stage 1 complaints received, per 1000 LCRA* homes owned by FCHO

6.1

Number of Stage 2 complaints received, per 1000 LCRA* homes owned by FCHO

100%

of Stage 1 complaints responded to within Housing Ombudsman code timescales (10 working days, or 20 working days for complex cases only)

100%

of Stage 2 complaints responded to within Housing Ombudsman code timescales (20 working days, or 40 working days for complex cases only)

(* Low Cost Rental Accommodation)

The home you live in

75%

were satisfied that the home is well maintained

80%

of respondents satisfied that the home is safe

0%

of homes do not meet the Decent Homes Standard

100%

of homes which required gas safety checks have had them completed

100%

of homes which required fire safety checks have had them completed

99.6%

of homes which required asbestos management surveys or re-inspections have had them completed

100%

of homes which required legionella risk assessments have had them completed

100%

of homes which required communal passenger lift safety checks have had them completed

The area you live in

71%

were satisfied that FCHO makes a positive contribution to neighbourhoods

48%

live in a building with communal areas, either inside or outside, that FCHO is responsible for maintaining

71%

were satisfied that FCHO keeps communal areas clean and well maintained

64%

were satisfied with FCHO's approach to handling anti-social behaviour

32.6

Number of anti-social behaviour cases received, per 1000 LCRA* homes owned by FCHO

0.8

Number of anti-social behaviour cases involving hate crime received, per 1000 LCRA* homes owned by FCHO

(* Low Cost Rental Accommodation)