Guide for homeowners and all homeowners services

MSHO performance

We aim to improve leaseholder satisfaction by delivering high standards in performance and customer service. To achieve this, our performance is measured against many key performance indicators.

MSHO Contact Centre

  • in January, we received a total of 2388 calls in our dedicated homeowners' contact centre
  • we answered 96% of these calls, with 87% answered within two minutes
  • our target is to answer 70% of calls within two minutes

MSHO Advocacy Service

  • 17 cases were referred to the advocacy team in January.
  • 100% of our investigations in January were closed within the agreed timescale
  • 100% of our customers who gave us feedback said they were satisfied with the outcome of their investigation
  • 100% of our customers who gave us feedback agreed that our investigations were impartial

Right to Buy

  • we received 39 new Right to Buy applications for January; currently, we have 512 live applications
  • 100% of applications were admitted or denied within statutory timescales
  • we sent out 90.91% of offer notices (Section 125 notices) within the statutory time scale

Page last updated: 15 February 2024

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