Performance Updates

Mid-Wales Housing Association is continuously seeking out ways and means of improving our service to customers. This is achieved in a number of ways:

  • We are subject to inspections by the Welsh Audit Office (appointed by the Welsh Assembly Government)
  • We undergo an Internal Audit of our full range of services (performed by the independent auditor T.I.A.A.)
  • We have an ongoing programme of Continuous Improvement Reviews, where we look at specific service areas
  • We review statistical and performance data against performance targets on a monthly basis
  • We compare our performance against other Associations via and external and widely recognised benchmarking organisation known as "Housemark"
  • We regularly engage with residents and seek to involve them in our ongoing performance and development work

This page has been established to keep you informed and updated on how we are performing and what we are doing to improve our range of services to customers. The contents will generally be updated on a quarterly basis to summarise how well or poorly we have performed in the last three month period.

Performance data and trends for a number of key business areas will be provided in tabular format. Summary reports will be provided to highlight our progress with the Continuous Improvement Review Programme. Summary reports to highlight our progress with action points coming out of both our Internal Audit and the Welsh Audit Office inspections. From time to time, we will also post summary reports of other aspects of our business where we have performed particularly well or poorly. We will also provide any relevant links to additional sources of information regarding our performance.

If you would like to make any comments or suggestions regarding our performance, any aspect of the service you receive from the Association or anything that you feel may be of interest to us, please use the Contact Us section of this website.

The Association always welcomes and values your comments.


Performance Data Key

 

(1st April 2011 to 30th September 2011)

Performance Indicator
 Target
 Actual
 Trend
Total Rent Due
 - £2,472,723 OK
Rent Arrears 2.00% 2.40%
Number Of Properties Let - 80 OK
Number Of Days To Let General Needs Property 12 14
Number Of Days To Let Supported Housing Property 30 110
Number Of New Homes Into Management
 7
 7
 OK
Emergency Repairs Completed On Time 90% 92.00%
Urgent Repairs Completed On Time 85% 85.51%
Non-Urgent Repairs Completed On Time 85% 89.46%
Compliments About Our Staff Or Service 36 58
Complaints About Our Staff Or Service 36 31
Satisfaction With Association's Handling Of ASB
 95%
 76%

 

Survey Feedback – Complaints & Compensation Review

The review of Complaints and Compensation has now been completed. The team took a Lean Systems approach to the review enabling it to be completed more efficiently than reviews have taken in the past.

We consulted with members of the MW50, T&RF, Tenants who had lodged a formal complaint in the past three years, Board Members and Staff. We compared with other Housing providers. Morrison’s, Tesco and Asda were asked for copies of their complaints policies but were unable to provide them. We looked at the complaints and compensation policy for Severn Trent; these documents were clearly displayed on their website illustrating their policies for dealing with complaints and any compensation payments.

The results of the surveys are as follows:

1) Staff and Board Members’ feedback: 40% responded

The survey was conducted using the Interspire System which also analysed the results, saving a considerable amount of time.

• The majority of respondents considered that a complaint should be dealt with within 7 days

• The majority of respondents considered writing to be the most appropriate method of communication followed by telephone, e-mail and then a personal visit. The conclusion is that all methods are valid when dealing with complaints.

• The manager of the service was identified as the most appropriate person to deal with a complaint.

2) T&RF and MW50: 36% responded

• The majority of respondents thought that a complaint should be resolved within 7 days.

• The majority of respondents considered communication in writing to be the best method of communication followed by a personal visit, then telephone with e-mail being the least popular response.

• The majority of respondents stated that they think complainants should be kept informed, and dealt with fairly, quickly and honestly.

• The majority of respondents stated that a single point of contact was considered to be the best way of dealing with a complaint, however, because it would not be cost effective to do this due to the low number of complaints received (59 during 2010) it will be dealt with by the Service Manager.

• There was a large response to the question of when compensation should be paid; there was no common theme to the responses.

3) Former Complainants: 31% responded

• The majority of respondents were aware of the Complaints and Compensation Policy.

• The majority of respondents felt that their complaint was not dealt with in a timely and satisfactory manner.

• The majority of respondents felt that a complaint should be dealt with in 7 days.

• The manager of the service was considered to be the most appropriate person to deal with complaints.

• Again the response towards ways of improving our handling of complaints was mixed; however; a number commented that they should be dealt with more speedily and that we should keep in contact.

In summary:

When writing the revised policies and procedures we considered a guidance document produced by the Ombudsman for Wales, the way other organisations deal with complaints and compensation and the feedback results of the surveys.

The overarching decision is that we need to deal with the initial complaint more quickly and to ensure the complainant is kept informed and updated at all times.

The revised policies and procedures were taken to T&RF on 7th October and it was agreed that copies of the new Complaints and Compensation Policies, once approved by the Board of Management,should be sent out to all Tenants with the annual rent statements in February 2012. The documents will also be made available on the Association’s website. 

Synergy Feedback - Tenant Telephone Survey Results

We have recently conducted a telephone survey of those tenants who did not participate in the 2009 postal survey conducted by Status. The survey results are illustrated in charts below:

• Details of 568 tenants were sent to Synergy in order to conduct the survey.

• 130 tenants could not be contacted at all due to incorrect contact details.

• 239 (55%) responded to the survey.

• 53 (12%) declined to participate in the survey for various reasons.

• 146 (33%) were telephoned on a further six occasions but could not be reached.

 

Questions – results shown in Chart 1 below:

1. Taking everything in to account how satisfied are you with the service provided by MWHA?

2. Overall how satisfied or dissatisfied are you with your neighbourhood as a place to live?

3. Overall how satisfied or dissatisfied are you with your rent as value for money?

4. Overall how satisfied or dissatisfied are you with your service charges as value for money?

5. How satisfied or dissatisfied are you with the way MWHA deals with repairs and maintenance?

6. How satisfied or dissatisfied are you that MWHA listens to your views and acts upon them?

7. How satisfied or dissatisfied are you that MWHA gives you the opportunity to make your views known?

Chart 1

 

To what extent do you agree with the following (see Chart 2)

a) I am proud of my home.

b) I am proud of the neighbourhood I live in.

Chart 2

 

E-Mail Surveys

We now have the facilities to conduct surveys by e-mail. If you would like to be involved in any syrveys, please could you let me have your e-mail address by e-mailing me at: mwoosnam@mid-walesha.co.uk

Other Sources Of Performance Information

The following performance related items are available for download in Adobe PDF format from the Downloads section of this website:

  • Annual Performance Report 2010
  • Annual Report 2009
  • WAO Inspection – Summary Report
  • WAO Inspection – MWHA Response