Our Performance
Our Performance to the end of March 2012
mhs homes monitors and records a number of performance
indicators across all areas of the services we provide to our
customers, this is to ensure we are doing what we say we will and
if we are not then we will look at those areas and see how we
can improve.
Repairs and Maintenance
|
2010/11 |
Target |
February 12 |
March 12 |
| Emergency Repairs completed in Time |
83% |
99% |
94.2% |
94.% |
| Urgent Repairs completed in time |
85% |
98% |
97% |
97.4% |
| Routine Repairs completed in time |
90% |
98% |
98.6% |
93.8% |
| Satisfaction with our repairs service |
97% |
93% |
98.1% |
98% |
| Number of calls to our repairs line |
30,747 |
- |
1,431 |
1,342 |
| Percentage of calls handled within 15 seconds |
64% |
95% |
95.07% |
89.4% |
Customer Care
| |
2010/11 |
Target |
February 12 |
March 12 |
| Number of calls presented |
74,2421 |
- |
6,967 |
7,500 |
| Percentage of calls handled within 15 seconds |
65% |
95% |
92.01% |
89% |
Letting our Homes
| |
2010/11 |
Target |
February 12 |
March 12 |
| Number of general needs lettings completed |
533 |
- |
27 |
28 |
| Number of sheltered housing lettings completed |
126 |
- |
6 |
6 |
| Number of supported housing lettings completed |
54 |
- |
3 |
1 |
| Average re-let time for general needs (days) |
29 |
25 |
21 days |
21days |
Income Management
| |
2010/11 |
Target |
February 12 |
March 12 |
| General Needs rent arrears |
1.47% |
1.5% |
1.64 |
1.7 |
| Sheltered Housing rent arrears |
1.56% |
0.95% |
0.58% |
0.67% |
| Supported Housing rent arrears |
4.95% |
4.0% |
4.68% |
4.52% |
Anti Social Behaviour
| |
2010/11 |
Target |
February 12 |
March 12 |
| Number of new cases |
1,489 |
- |
52 |
52 |
| Customer satisfaction with service |
76% |
85% |
80% |
100% |
| Customer satisfaction with outcome |
73% |
85% |
60% |
100% |
Complaints
| |
2010/11 |
Target |
February 12 |
March 12 |
| Number of complaints received |
597 |
- |
122 |
105 |
| Percentage of complaints responded to within target |
90% |
92% |
67.53% |
53.7% |