Family Housing Association (Birkenhead & Wirral) Ltd, Marcus House, Marcus Street, Birkenhead, Telephone: 0151 647 5000

 

P E R F O R M A N C E

Every 6 months the Association compiles statistics relating to its performance.  These statistics are then presented to the Board and to our Customer Panel to enable them to monitor the Association's performance.

  Dec 16 Jun 17 Dec 17 Jun 18 Dec 18
Rent Arrears Total (including former tenants & HB) 4.91% 5.13% 4.73% 5.03% 5.09%
Rent Arrears for Current Tenants 2.68% 2.76% 2.50% 2.84% 3.09%
Days to Re-let a Property 25 39 26 16 16
Rent lost due to empty properties 0.72% 0.68% 0.78% 0.66% 0.95%
Emergency Repairs completed within 24 hours 100% 100% 100% 100% 100%
Urgent Repairs completed within 5 working days 98.88% 99.49% 100% 98.54% 100%
Routine Repairs completed within 21 working days 99.57% 97.20% 96% 98.56% 98.53%
Customer Satisfaction with Repairs 97.81% 97.72% 96.79% 96.85% 97.60%
New Tenants Satisfied with Service 97.92% 98.87% 100% 95.00% 91.67%
Number of Formal Complaints Received 0 0 0 0 0

 

 

Every 3 years the Association carries out an Independently verified Customer Satisfaction Survey.  The last survey was carried out in 2018.  The percentage indicates the proportion of tenants who ticked 'Satisfied' or 'Very Satisfied' for each question.

 

Survey Area Result
Response Rate 54.21%
Service Provided by Family Housing 99.51%
Listens to tenants views and acts upon them 96.97%
The overall quality of their home 94.06%
The way we deal with repairs and maintenance 97.87%
That rent provides value for money 97.52%
That service charges provide value for money 82.12%
Neighbourhood as a place to live 83.82%
Would recommend Family Housing to family or friends 98.02%