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    How our performance is monitored

    Our performance is reported to our Board and executive team on a regular basis.

     

    In 2023/24 we asked our tenants to choose the top 5 KPI’s that mean the most to them, so they can see how we stack up! We will post the latest quarter stats when they are available.

     

    How we compare to other Welsh Social Landlords

    Social Landlords: Tenant Satisfaction Survey 2024
    Welsh Government survey to find out what housing association and council tenants think about their homes.

    Find out more about our achievements

    Regulatory Judgement
    MHA has received the highest possible Regulatory Judgement.
    Our Publications
    Annual Review, Corporate Plan, Tenants' Annual Review and more.
    Our Accreditations
    Our accreditations demonstrate our commitment to delivering high quality services, compliance and continuous improvement.
    Your Community
    Read more about what we are achieving in our communities.

    Our future plans

    Our new Corporate Plan is ambitious and challenging and sets out our strategic objectives for the next 12 months. Outlining our goals and guiding our actions so we continue to grow whilst delivering exceptional services and support to our tenants, leaseholders and communities.

     

    The plan also recognises our commitment to becoming a more sustainable, zero carbon business.

     

    The 4 pillars of the Corporate Plan will help us deliver a consistent and focussed approach to achieving our Group vision.

     

    Customer Complaints

    We want every customer to feel we are transparent in how we treat them and the way we do things. When we deliver our services, if we get something wrong, we encourage you to tell us so we can put it right and do better next time.

     

    In 2023/24 we :

    • Number of complaints received: 17
    • Number of compensation claims received: 21
    • 58.8% complaints upheld or partially upheld
    • Top 3 complaints were: Repairs, Housing Issues and Estate Management

     

    If you would like to provide feedback get in touch with us:

     

     

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    Monmouthshire Housing Association Limited is registered in England & Wales and is authorised and regulated by the Financial Conduct Authority as an Industrial and Provident Society with charitable rules Registration No 30087R, and is registered with the Welsh Government as a Registered Social Landlord Registration No L144. Registered Office: Nant-Y-Pia House, Mamhilad Technology Park, Mamhilad, Pontypool, Monmouthshire, NP4 0JJ.
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