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% |
