Tenant Satisfaction Measure performance 2023-24
Here’s how we performed against our Tenant Satisfaction Measures for the year April 2023 – March 2024.
81%
were satisfied with overall services provided by FCHO
Tenant Satisfaction Measure performance
The services we provide
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)