Our performance
Our performance to the end of January 2013 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
|
2011/12 |
Target |
December |
January |
| Emergency Repairs completed in
Time |
92% |
99% |
97.7% |
98.95% |
| Urgent Repairs completed in time |
96% |
97.5% |
97.9% |
98.6% |
| Routine Repairs completed in
time |
96% |
97.5% |
99.2% |
99.2% |
| Satisfaction with our repairs
service |
98% |
98% |
99.1% |
99.1% |
Customer Care
| |
2011/12 |
Target |
December |
January |
| Number of calls presented |
96,995 |
- |
7150 |
9866 |
| Percentage of calls handled within 15 seconds |
90% |
95% |
92% |
92% |
Letting our Homes
| |
2011/12 |
Target |
December |
January |
| Number of general needs lettings completed |
480 |
- |
42 |
26 |
| Number of sheltered housing lettings completed |
90 |
- |
6 |
8 |
| Average re-let time for general needs (days) |
24 days |
24 days |
21 days |
23 days |
Income Management
| |
2011/12 |
Target |
December |
January |
| General Needs rent arrears |
1.70% |
1.70% |
1.98% |
1.91% |
| Sheltered Housing rent arrears |
0.67% |
0.95% |
0.78% |
0.75% |
| Heart of Medway rent arrears |
3.63% |
1.70% |
4.46% |
4.33% |
| Foyer Housing rent arrears |
4.52% |
4.00% |
2.35% |
2.84% |
Anti Social Behaviour
| |
2011/12 |
Target |
December |
January |
| Number of new cases |
765 |
- |
16 |
32 |
| Customer satisfaction with service |
64% |
85% |
100% |
100% |
| Customer satisfaction with outcome |
66% |
85% |
100% |
100% |
Complaints
| |
2011/12 |
Target |
December |
January |
| Number of complaints received |
846 |
- |
43 |
67 |
| Percentage of complaints responded to within targets set |
73% |
95% |
65% |
55% |