Annual Report 2023-24

Over the last year customers kindly took the time to give us some feedback on how we’re doing through our Tenant Satisfaction Measure surveys, introduced by the Regulator of Social Housing. We ask all our customers to complete a survey each year when they reach the anniversary of starting a tenancy with us, to make sure our services meet the standards customers expect and we’re providing them in a way that works for them.

Here's a snapshot of our performance...

The services we provide

Satisfied with overall services provided by FCHO

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

Satisfied with the overall repairs service received

Satisfied with the time taken to complete their most recent repair

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

Of emergency repairs were completed within FCHO's target timescale

Satisfied that FCHO listens to views and acts upon them

Satisfied that FCHO keeps tenants informed about things that matter to them

Agreed that FCHO treats tenants fairly and with respect

Made a complaint in the last 12 months

Satisfied with FCHO's approach to handling complaints

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

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

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

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

Satisfied that the home is well maintained

Respondents satisfied that the home is safe

0%

Of homes do not meet the Decent Homes Standard

Of homes which required gas safety checks have had them completed

of homes which required fire safety checks have had them completed

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

Of homes which required legionella risk assessments have had them completed

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

The area you live in

Satisfied that FCHO makes a positive contribution to neighbourhoods

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

Satisfied that FCHO keeps communal areas clean and well maintained

Satisfied with FCHO's approach to handling anti-social behaviour

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