See how we are performing. Our latest Tenant Satisfaction Measure results out now

Our latest Tenant Satisfaction Measure results are out now – see how we are performing.

What are Tenant Satisfaction Measures?

The Regulator of Social Housing requires all social housing providers in England, like FCHO, to gather and report on 22 Tenant Satisfaction Measures (TSMs). These include things like how satisfied our customers are with the services we provide and the homes and areas where they live, how we listen to customer feedback and complaints, and keep homes safe and secure.

We gather these from customer surveys and our own data on how our services are performing.

TSMs provide a useful way of consistently monitoring performance to make sure landlords are delivering key services effectively and equally to social housing customers across the country.

The main areas covered by TSMs are:

• Property repairs
• Building safety
• Complaints handling
• Customer engagement
• Neighbourhood management

How do we gather TSM results?

We want all our customers to have the opportunity to give us feedback on our performance. So, each year, around the anniversary of the date you moved into your home, you receive a text message from us inviting you to take part in an online or telephone survey.

Anyone who takes part is entered into a monthly prize draw with a chance to win £50 of shopping vouchers.

What do we do with TSM results?

On average around 200 of our customers complete the TSM survey each month.

The results are reported to our senior leadership team every month to monitor performance and identify areas of service improvement, and our Customer Voice Panel and Board every three months, enabling customers to hold us to account in delivering the necessary improvements.

If during the survey the customer mentions they are unhappy with any of the services they receive, at the end of the survey we ask if they would like a call back to discuss this with a member of FCHO staff.

Our Contact Centre calls customers back to support them to resolve any ongoing problems, and we also use the learning from these calls to identify key areas of service improvement we need to focus on.

How we are using this year’s TSM results to improve our services to you

We have taken onboard your feedback from this year’s TSM surveys to help us do better and continually improve our services to you. Here are some of the things we are already doing…

• We’re working with our Customer Voice Panel to review how FCHO prioritises repairs and how we can offer greater flexibility to customers to book repairs at times that are most convenient for you. This will help make sure our non-emergency repairs hit target timescales more consistently. Changes are expected to go live in late autumn 2024.
• We’re working on a system to improve how we communicate with you when planned investment and maintenance is due at your home. The system will enable you to see when replacement kitchens, bathrooms, windows etc are scheduled. Work is due to be complete in April 2025 and we will share more information nearer the launch.
• We are reviewing how customers can contact their Neighbourhood Co-Ordinator, with a view to making it easier for you to communicate with us, and so we can respond to your enquiry quickly. Look out for updates on this coming later in the year.

TSMs and our Big Plan 2.0

The TSMs have influenced the Big Ambitions we have included in our Big Plan 2.0.

Our Big Ambitions are the goals we have set ourselves to reach new levels of service delivery, which focus on our customers' needs and delivering homes and neighbourhoods we are all truly proud of.

The TSMs will help us monitor our progress and performance as we work to deliver great services, great homes and great neighbourhoods and be a great company.

Read more about our Big Ambitions in our Big Plan 2.0.

Thank you to all our customers who took part in our TSM surveys in 2023/24

View our Tenant Satisfaction Measure 2023/2024 performance information.