Mystery shopping of service standards
These charts contain the results from the mystery shopping carried out by MHA residents. It measures our performance against the agreed service standard. Each department receives one phone call and one email/letter each month. Below are the results for March.
Customer care service standard
| Team |
Answer your call within 5 rings |
Introduce ourselves, deal effectively with your enquiry or put you through to the right person straight away |
Respond to emails/letters within 5 working days |
| Technical Services |
 |
 |
 |
| Tenancy Management |
 |
 |
 |
| Estate Management |
 |
 |
 |
| Income Management |
 |
 |
 |
| ASB |
 |
 |
 |
| Rehousing |
 |
 |
 |
| Resident Involvement |
 |
 |
 |
| Community Involvement |
 |
 |
 |
| Visiting Support |
 |
 |
 |
| Building Services |
 |
 |
 |
| Leasehold |
 |
 |
 |
Leasehold and home ownership service standard
| Offer a range of options to pay your service charge |
 |
Estate management service standard
| To keep the shared parts of your home clean |
 |
Rent and arrears service standard
| Offer you a wide range of ways to pay your rent and other charges so you can pay your rent 24 hours a day, 7 days a week, 365 days a year |
 |
| Give you a payment card within 15 working days of the start of your tenancy and send a replacement card on request within 15 working days |
 |
Anti-social behaviour service standard
| Regularly update our website with information, results and performance statistics |
 |
Visiting support service standard
| Regularly update details and requirements of support plan and review it, at least every 6 months or at your requestCarry out regular health and safety inspections of the areas around your home and check that communal areas are clean and tidy |
 |
| Provide you with a copy of SHINE, our quarterly residents newsletter |
 |
| Carry out regular health and safety inspection inspections of the areas around your home and check that communal areas are clean and tidy |
 |
Key
 |
Standard achieved |
 |
Standard not achieved |
 |
Not checked |
|