MSV

Key Performance Indicators

Here is a quick look at our performance and how we are doing. We will update you with our performance in each newsletter and on our website.

Take a look at how we're doing...


October - December 2019

Appointments Kept

Appointments Kept

target missed
Target: 100
Actual: 89.77

This is the percentage of repairs appointments kept by our operatives when visiting customers' homes.

Complaints

Complaints

45

Breakdown of the number and nature of complaints received from customers between October - December 2019. The number of complaints has decreased this quarter from 57 in the previous quarter.

Emergency Repairs

Emergency Repairs

target missed
Target: 100
Actual: 99.89

Emergency repairs include anything that could cause danger to health, residents' safety, or serious damage to property. Our target for dealing with emergency repairs is 24 hours.

Fixed First Time

Fixed First Time

target missed
Target: 85
Actual: 80.09

This is the percentage of repairs fixed on the first appointment.

Gas servicing

Gas servicing

target missed
Target: 100
Actual: 99.99

Percentage of gas services completed within 12 months.

Rent Arrears

Rent Arrears

target missed
Target: 3.10
Actual: 3.65

The percentage of customers who have rent payments overdue.

Rent Collection

Rent Collection

target hit
Target: 100.05
Actual: 101.48

The amount of rent we have collected that was due in the quarter. Sometimes this is more than 100% because of timing differences between rent charged and received.

Area of complaints...

Allocations

1 Allocations

ASB

3 ASB

Compliance

3 Compliance

Estates

3 Estates

Repairs

33 Repairs

Staff / Customer Service

2 Staff / Customer Service

Outcome of complaints...

Of the complaints that we have received a full response to date

Upheld

70% Upheld

Of the complaints that we have received a full response to date

Partially Upheld

18% Partially Upheld

Of the complaints that we have received a full response to date

Not Upheld

12% Not Upheld

 

received

38% of complaints received a full response within 10 working days

acknowledged

93% of complaints acknowledged within 3 working days