Our Performance

At Mercian we want to offer our customers the best possible services. One of the ways that we monitor how we are performing is through the use of performance indicators.

We produce regular reports that are presented to our Board and also used in teams to help us improve. We also use the information to compare our performance against other similar housing associations, sharing ideas of good practice. Some of the information we regularly measure is shown below:

Repairs		We monitor the number of repairs that we are completing within timescale We also monitor how many appointments our contractors have kept and how satisfied customers are with their last repair
Access and customer care		From telephone surveys we identify How many customers are satisfied with our services How many customers are satisfied that their views are taken into account We also monitor the number of complaints we have resolved
Safety		We ensure that our properties have an up to date gas service record and that fire risk assessments have been carried out in our schemes
Rent Arrears		We closely monitor how much rent and service charge we have collected and how much is owed to us
Vacant properties		Here we record how long it takes us to re-let empty properties