Working towards being the best

During the year we worked towards Tai Pawb’s QED award (Quality in Equality and Diversity) – this makes sure we employ best practice across governance, services, access, involvement and culture. We were delighted to have achieved this in April 2019.

Each year, we undertake a tenant survey – making sure tenants’ views are current. We were delighted with the results returned this year, particularly with tenant satisfaction being at 88% - the highest since MVH started.

We let 303 homes during the year. We took 44,563 calls which were answered in an average of 3.29 seconds.

We carried over 12,000 repairs

We completed 99.88% of emergency repairs on target time – with just 3 repair not being completed within target.

In terms of urgent repairs, our performance has continued to improve year on year with 99.5% of urgent repairs were completed on time – we’re above our target of 97%

87.44% of routine works were completed on time – just below our target of 90%

Tenant satisfaction for repairs has increased from 99.5% last year to 99.8% this year.

At 31st March 2019 we had landlord gas certificates on 99.98% of our homes. This returned to 100% in April.

QED award

Improving services and helping others

We reviewed the way temporary accommodation is let, which means properties are let sooner.

Adopted the same electrical procedure as gas servicing targeting all properties within 5 years. This has helped towards our aim of 100% of all properties being electrically safe or compliant. We’ve opened up diaries for 4 electricians to increase capacity to achieve this.

Our Customer Liaison Officers completed their ‘Trusted Assessor’ course so they can approve small adaptations for tenants, making everyday life easier for them.

We supported 118 tenants to maintain their tenancies and gave 656 tenants, one off housing related support. We also introduced our Health and Housing Support Service –working closely with MTCBC Social Services and local health providers to help those stuck in hospital because of their housing is no longer suitable for their needs, either have adaptions fitted or to find a more suitable new home.

Our supporting people service is so important – not only does it empower people, helping them manage their own lives and live confidently in safe and secure homes but it also helps avoid the pressures on statutory services such as health and social care.

Supporting people


We take complaints seriously and use these to identify areas where we could improve our services:

During the year we had 74 complaints –

39 were upheld or partially upheld.

35 were rejected

7 went to appeal – these are heard by our independent complaints panel made up of tenant and employee representatives from the Democratic Body. Two of these appeals were upheld.

The complaints process has been strengthened by us looking at the causes of formal complaints and lessons learned. This will help us to improve our services in the future.

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Amazing achievements of our Tenant Forums

We have lots of different tenants forums and this year, they have achieved amazing things:

The majority of our Tenant Safety Forum have achieved their Level 2 Health and Safety qualifications. They have also started undertaking their first independent audits of our services

The Residents Fire Safety Forum have acted as a consultation body for the composite fire door replacement programme.

Our Residents Participation Forum have been checking how MVH is achieving service targets, questioning senior staff where we are not meeting standards and helping us to improve services through acting as critical friends. During the year they checked how we perform on communications around repairs and how we are tackling a backlog of external repairs.

Our Grant and Sponsorship Panel made up of tenant and employee members awarded over £30,000 to local groups including:

Merthyr PHAB - who received funding to strengthen the opportunities it could offer to partially sighted and blind members who attend their sessions.

Men’s Project - who were able to purchase equipment to help them improve the environment in Gurnos. This has also enabled them to support other environmental groups in the Borough.

Tenant Meeting