KPI Minimum standard: 95% of MITMs for Routine Maintenance are booked or the tenant contacted within 48 hours of receipt of the MITM
Contractors are required to contact the tenant within 48hours of receiving a MITM from DHA and record this contact in your online portal.
Suggestion for improvement: Ensure that the tenant has been contacted within 48hours of the MITM being allocated to the portal. Should you be unable to contact the occupants, select the most relevant option from the drop down box in the Contact Attempts section, and record your attempt. When an occupant is unable to be contacted after three attempts, the work item will be redirected to DHA for further action.
KPI Minimum standard: 95% of MITMs for routine maintenance are satisfactorily completed within the target start and target end dates.
When a MITM is raised to you, it contains a timeframe in which work must be completed. This called the MITM Target Start and Target End dates. If an MITM is completed outside of this period, the KPI will not be met.
Suggestion for improvement: Once works have been completed at the property, the work item will need to be completed through your Online Service account. These jobs will appear in the Awaiting Completion tab on the main dashboard. If the works are unable to be completed within the Target
KPI Minimum standard: 95% of MITMs for routine maintenance completed have been invoiced within 7 days of completing the MITM
Contractors are required to provide an invoice for the relevant MITM to DHA via your Online Service account within 7 days of the appointment date.
Suggestion for improvement: Invoicing will need to be complete within 7 days of the MITMs completion. The completion of the works is measured from the 'Appointment' or 'Booking' date entered by the contractor. If your appointment date changes, ensure this is updated on the portal accordingly.
KPI Minimum standard: 90% of quote request for routine maintenance have been responded to or declined by the Quote Required by Date.
Contractors are required to submit or decline any requested quote via your Online Service account prior to the due date (ie the Quote required by date). Failure to respond to the request will result in a failed KPI.
Suggestion for improvement: The Maintenance Quote KPI requires a contractor to submit the quote for evaluation or decline before the required by date. If you are unable to quote within the required by dates you can decline the quote on the portal rather than allowing the quote request to expire with ‘No Response’.
KPI Minimum standard: 95% of MITMs completed have not been recalled due to substandard, non-compliant or incomplete work.
Contractors are required to complete work to a high quality, you will be required to re-attend to resolve any substandard work, this KPI measures how frequently this occurs.
Suggestion for improvement: If you believe a recall has been issued that is not valid, contact DHA on 139342 to discuss. Recalls are able to be amended if they have not been completed on the portal. If a job has been attended to that requires further works, ensure that this is communicated to DHA via a phone call or by adding the details to the ‘Further Actions Required’ when invoicing. This will assist to prevent recalls for incomplete works.