The Regulator of Social Housing has introduced a set of clear and comparable performance measures (called ‘Tenant Satisfaction Measures’) for all Housing Associations on things that matter to residents so that they can understand their landlord’s performance.
In October 2023 we carried out a large-scale resident engagement survey to understand how residents feel about the services FGCH provides, to be sure they are being delivered in the way and to the standard that residents want.
The survey results are published in the table below alongside performance information relating to building safety, complaints handling and handling anti-social bevaviour.
Our performance for 2023/24
Overall Satisfaction
| Overall Satisfaction |
75% |
Keeping our homes in good repair
| Satisfaction with repairs |
78% |
| Satisfaction with the time taken to complete repair |
72% |
| Satisfaction that the home is well maintained |
70% |
| Homes that meet Decent Homes Standards |
100% |
| Non-emergency responsive repairs completed within target |
88% |
| Emergency responsive repairs completed within target |
87% |
Maintaining building safety
| Satisfaction that we provide a home that is safe |
76% |
| Homes where all required gas safety checks have been carried out |
100% |
| Homes where all required fire risk assessments have been carried out |
100% |
| Homes where all required asbestos management or re-inspections have been carried out |
100% |
| Homes where all required legionella risk assessments have been carried out |
100% |
| Homes where all required communal passenger lift safety checks have been carried out |
100% |
Respectful and helpful engagement
| Satisfaction that we listen to residents views and acts upon them |
60% |
| Satisfaction that we keep residents informed |
67% |
| Satisfaction that we treat residents fairly and with respect |
74% |
Effective complaints handling
| Satisfaction with our approach to handling complaints |
34% |
| Number of Stage One complaints received per 1,000 homes |
18 |
| Number of Stage One complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
67% |
| Number of Stage Two complaints received per 1,000 homes |
5 |
| Number of Stage Two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
64% |
Responsible neighbourhood management
| Satisfaction that we keep communal areas clean and well maintained |
62% |
| Satisfied that we make a positive contribution to neighbourhoods |
52% |
| Satisfaction with our approach to handling anti-social behaviour |
49% |
| Anti-social behaviour cases per 1,000 homes |
22 |
| Anti-social behaviour cases opened that involve hate incidents |
0 |
