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Documents

Leaflets

Tenant Information

Anti Social Behaviour

Complaints

Customer Service Standards         

How to pay your rent

Taking in a lodger                           

Mobility scooter guidance

Right to Buy     

Service charges explained

Starter tenancies

Your Home                                                                                     

Adaptations                           

Asbestos

Blocked Drains    

Condensation

Gas Servicing     

Grounds Maintenance                             

Oil fired central heating 

Sewage treatment                           

Solid fuel heating 

Stock condition survey                   

Storage heaters 

Improvement works: what to expect 

Bathroom replacement                 

Boiler replacement 

External door replacement           

Kitchen replacement 

Ground source & air source heating

Benefit Changes 

Claimant Commitment                 

Personal Independence Payment 

Universal Credit 

Help and Support 

Community Development Fund 

HomeLife 

Ludlow Foyer

Shropshire Domestic Abuse Service

Domestic Abuse male victims 

Sustain Support Services 

Downloadable Forms

Advocate Form

Anti-social behaviour diary sheets         

Assignment Form 

Credit Refund - MMHA                                                           

Credit Refund - SSHA

Complaints Form                                                                   

Compliments Form

Direct Debit Form - MMHA

Direct Debit Form - SSHA

Mutual Exchange Application               

Pet Request Form 

Succesion Form 

Termination of Tenancy - MMHA                                           

Termination of Tenancy - SSHA 

Termination of Tenancy (deceased tenant) - MMHA         

Termination of Tenancy (deceased tenant) - SSHA 

SUSTAIN referral Form                                                              

HomeLife Referral Form 

Online Links

Performance Information

We measure performance in the following areas:

Rent Arrears

This is income from rent owed to us. If debt is not tackled early, it is more difficult for tenants to manage and repay what they owe.

May 2018

Description SSHA Target Met?  MMHA Target Met? Target 
Current Tenant Arrears % 1.29 1.76 1.96
Former Tenant Arrears % 1.53 1.73 1.29
Rent collected as a % of rent owed 98.94 101.59 99.0

Empty Properties 

Taking a long time to relet a property has an effect on the income from that property and on our ability to meet housing need. Empty properties also have an impact on the neighbourhood they are in and are vulnerable to vandalism and anti social behaviour. 

May 2018

Description  SSHA Target Met? MMHA Target Met?  Target 
Average relet time (days) 46.67 28.00 25.6
% of properties let on first offer 60.00 40.00 70.7

Tenancy and Estate Management 

We check how we are performing against our customer service standards that have been agreed with tenants, and how we manage issues such as anti-social behaviour.

May 2018

Description SSHA and MMHA combined figure Target Met? Target
% of serious anti social behaviour cases dealt with in time N/A N/A 100.0
% of reportees satisfied with handling of anti social behaviour N/A N/A 92.0

Repairs

The repairs service is very important to our tenants. We aim to carry out repairs promptly and ensure they are fixed on the first visit. 

May 2018

Description SSHA Target Met? MMHA Target Met? Target
% of repairs given an appointment  100.0 100.0 99.3
% of repairs appointments kept  98.1 99.4 99.2
% of repairs completed right first time 84.6 55.6 94.5
% satisfied with repairs service 84.6 55.6 95.4

Gas and other Heating Servicing 

We are legally required to service gas installations annually. There are not the same requirements for other servicing, but we aim to ensure that a similar standard is achieved. 

May 2018

Description SSHA Target Met? MMHA Target Met? Target
% of properties with a gas safety certificate 100.0 100.0 100.0
% of properties with a solid fuel heating servicing safety certificate 95.5 98.0 100.0
% of properties with an oil heating servicing certificate 77.8 99.3 100.0

Aids and Adaptations 

Delays in this service has an impact on the quality of life of tenants, and helps them to stay in their homes for longer. 

May 2018

Description SSHA Target Met? MMHA Target Met? Target
% of major adaptations completed within target time - quarter 4 N/A N/A N/A N/A 97.9
% of minor adaptations completed within target time - quarter 4 100.0 100.0 97.9

Complaints and Telephony 

Excellent services to our customers is one of our corporate ambitions, and by measuring this we can ensure it continuously improves. 

April 2018 

Description SSHA and MMHA Combined Figure Target Met? Target
% of complaints acknowledged in time N/A N/A 100.0
Average queue wait time (seconds)  N/A N/A 30.0
% of calls abandoned after 1 minute  N/A N/A 1.2

Next update due: July 2018