About Performance

Performance information is vital in helping us to improve our services to you and maintain best practice, ensuring we are providing value for money services to all our customers.

Quarter 2 (July – September 2012) performance information for general needs housing:

Repairs	Current Period	Year to Date (YTD)	Target
Responsive repairs completed in target	99.3%	98.2%	97.5%
Tenants reported that an appointment was made and kept for their last repair	92.6%	92.3%	95.0%
Tenants reported that their last repair was completed at first visit	78.6%	80.6%	80.0%
Tenants satisfied with the way MPH dealt with their last repair	95.3%	91.8%	90.0%

Access & Customer Care	Current Period	Year to Date (YTD)	Target
Tenants satisfied with the services provided by MPH	77.3%	76%	80%
Tenants satisfied that their views are being taken into account	63.0%	64.2%	68%
Stage one and two complaints responded to within agreed timescales	96.3%	87.0%	90%
Complaints resolved before reaching stage 3	100%	98.9%	97.0%

Safety	Current Period	Year to Date (YTD)	Target	Summary (YTD)
Homes with a valid gas safety certificate	100%	Snapshot only	100%
Units with a completed fire risk assessment	100%	Snapshot only	100%

Rent and Arrears	Current Period	Year to Date (YTD)	Target	Summary (YTD)
Rent & service charge collection	YTD Only	103.5%	100.5%
Tenant rent arrears	4.2%	Snapshot only	3.5%

Empty Homes	Current Period	Year to Date (YTD)	Target	Summary (YTD)
Average re-let time	YTD Only	14.3 Days	20 Days
Vacant (and available to let pending completion of works)	0.32%	Snapshot only	0.60%

Customer Satisfaction Survey

Merton Priory Homes welcomes customer feedback, acts upon it and use it to improve services. Customer satisfaction surveys provide us with lots of information about how you, our customers, view the services we provide. We regularly survey our customers to find out how happy they are with our services. They help us to identify our strengths and weaknesses, allow us to monitor our contractors and our own performance and drive improvements to services.

Customer Satisfaction Survey Results

Last modified 05/11/12