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

 

Performance

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.

  Jun 18 Dec 18 Jun 19 Dec 19 Jun 20
Rent Arrears Total (including former tenants & HB) 5.03% 5.09% 5.24% 5.52% 5.48%
Rent Arrears for Current Tenants 2.84% 3.09% 3.39% 3.63% 3.09%
Days to Re-let a Property 16 16 45 33 36
Rent lost due to empty properties 0.66% 0.95% 0.83% 0.83% 1.28%
Emergency Repairs completed within 24 hours 100% 100% 100% 100% 100%
Urgent Repairs completed within 5 working days 98.54% 100% 100% 97.56% 98.80%
Routine Repairs completed within 21 working days 98.56% 98.53% 98.39% 97.44% 99.20%
Customer Satisfaction with Repairs 96.85% 97.60% 99.63% 100% 97.59%
New Tenants Satisfied with Service 95.00% 91.67% 96.42% 100% 100%
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%