Our Performance

Information on this page:

• Customer Satisfaction
• Compliments and Complaints
• Financial Report
  

Customer Satisfaction

In 2008-9, we asked Arena Partnership to carry out an independent survey of our customers.  Our key aims were to:

• Obtain feedback from current customers
• Identify current strengths and weaknesses of our service, as perceived by customers
• Check progress since the last survey conducted on our behalf in 2006

The survey was sent to a representative sample of our 2 main types of customers:

• New Shared Ownership Leaseholders – who had bought a Metropolitan Housing Trust new build property and moved into their home within the last six months of our conducting the survey
• 92% were satisfied with the way their purchase went

• Equity Loans customers – customers who bought their homes on the open market with the help of an equity loan from us over a similar period of time
• 83% would recommend going to MHO when buying a home

Both Equity Loan and New Shared Ownership customers were positive about:

• Information provided about the financial aspects of buying their property
• Our friendly, helpful and knowledgeable staff

Our shared ownership customer’s experience of moving into their new homes has improved significantly from our previous survey:

• 98% said the moving in process was handled efficiently by MHO (+16%)
• 96% said sufficient information was provided when moving in (+16%)
• 89% were given details of the person to contact if they had problems after moving in (+5%)

Our main area for continuing improvement for both types of customers is to make sure we have an ongoing dialogue with our customers and provide them with regular updates.  For shared owners, we are also looking for ways to provide more accurate information about how long the purchase will take – satisfaction levels for this were 72% (+11%) and we are looking to see even greater improvements.  

We would like to thank those customers who participated in the survey.  We will be commissioning a new survey during 2010 and will report back on the results towards the end of the year. 

Our Customer Service Standards:

http://www.mho.co.uk/about-us/how-mho-works/service-standards/

Compliments and Complaints

Our Complaints Procedure:

http://www.mho.co.uk/about-us/how-mho-works/copy_of_service-standards/

How we improve through your feedback:

http://www.mho.co.uk/scheme-pdfs/YouSaid_Jan-Mar09.pdf/view

Our Customer Success Stories

MHO Financial Report

Download a copy of our financial report below.