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Repairs and Maintenance
Repairs Performance
We are measured annually by our regulator, the Housing Corporation, against a set of Performance Indicators. The list below is our repairs performance for the last month and for the year ended March 2008, and is the latest information available. The targets are set by the Housing Corporation.
Repairs Performance for April 2008:
| Performance Indicator |
Target for MHA |
MHA Actual for April 2008 |
Target for MWS |
MWS Actual for April 2008 |
| Emergency repairs completed within 1 day |
98.0% |
81.5% |
99.1% |
95.7% |
| Urgent repairs completed within 5 days |
97.0% |
93.2% |
97.2% |
95.2% |
| Routine repairs completed within 20 days |
97.0% |
96.5% |
97.5% |
96.4% |
Repairs Performance for the year 2007-2008:
Performance Indicator
|
Target for MHA |
MHA Actual for the year 2007-2008 |
Target for MWS |
MWS Actual for the year 2007-2008 |
| Emergency repairs completed within 1 day |
95% |
92.9% |
95% |
97.1% |
| Urgent repairs completed within 5 days |
95% |
94.7% |
95% |
98.7% |
| Routine repairs completed within 20 days |
95% |
96.6% |
95% |
98.7% |
Customer Satisfaction with Repairs Undertaken during April 2008:
| |
MHA target |
MHA |
MWS target |
MWS (figures for March 2008) |
| Was the work done on time? |
|
75% |
96% |
96% |
| Are you satisfied with the work? |
n/a |
n/a |
98% |
98% |
| Were you treated politely? |
|
|
n/a |
n/a |
| Were the office staff polite? |
n/a |
n/a |
98% |
97% |
| Were the trade staff polite? |
|
98% |
98% |
97% |
| Was the area left clean and tidy? |
n/a |
n/a |
98% |
98% |
n/a = figures not available
Responses from those not satisfied with work undertaken by Direct Labour and Contractors during April 2008:
| |
MHA direct labour |
MHA contractors |
MWS direct labour |
MWS contractors |
| Work not carried out on time |
|
|
1 |
3 |
| Not satisfied with the work |
|
|
2 |
1 |
| Not treated politely |
|
|
n/a |
n/a |
| Office staff not polite |
|
|
0 |
1 |
| Trade staff not polite |
|
|
1 |
1 |
| Area not left clean and tidy |
|
|
4 |
1 |
n/a = figures not available
The Housing Corporation uses this information so that it can be confident that housing associations are well-managed; delivering government policy objectives; are worthy of further investment; and are working towards continuous improvement. Data collected is used, for example, in regulation and investment decision-making, research and publications. For more detailed information on performance indicators, click here.
Last updated 22.05.08
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