24th October 2024
Falcon Housing Association completed a tenant perception survey of their tenants as part of the Tenant Satisfaction Measures from 1st July 2023 to 30th June 2024. The Tenant Satisfaction Measures are specified by the Regulator of Social Housing. FHA will use the feedback received to improve our services for tenants. Complete results are detailed on our website along with a summary of the approach and the questionnaire used. Below are some key points:
While 82% of respondents are satisfied with the overall service from their landlord, only 49% of those who have received a repair in the last 12 months report satisfaction with the time taken to complete their most recent repair. FHA has taken several steps to improve the repairs service, these have included:
- A dedicated Customer Services Hub managing the repair service from end to end.
- Onboarded several repair contractors to provide complete coverage and competition between contractors to improve performance and value for money.
- Investing in FHA’s stock with a detailed planned works programme to replace elements such as kitchens and bathrooms.
Among respondents who made a complaint in the last 12 months, 44% expressed satisfaction with their landlord’s approach to handling complaints. FHA has put in the following action to improve complaint handling:
- FHA’s Property Asset Manager is the Complaints Officer who has the authority to investigate across all services FHA provide.
- FHA has completed the Housing Ombudsman self-assessment and is compliant with the Complaints Handling Code.
- Complaint handling and learning lessons from complaints are key agenda items at all executive leadership and management meetings.
- FHA is actively seeking feedback following each complaint to improve the complaint-handling process.
In relation to building safety, FHA is 100% compliant with gas safety, electrical testing, fire risk assessment, asbestos surveys and legionella risk assessments.
If you have any feedback, please contact us via email hello@falconha.org