Mallee Accommodation & Support Program Ltd (MASP)

Compliance

Registered agencies must comply with Performance Standards established under the Housing Act 1983 (Vic). The Housing Registrar monitors agency performance and issues a compliance rating.

Housing portfolio

Location

Housing type

Key Performance Measures (KPMs)

The Housing Registrar introduced new KPMs for 2023-24, including revised definitions and counting rules. See our MASP archive for performance data from previous years.

Re-let time – the average number of days taken to re-let homes that were ready for occupation (tenantable) or required maintenance before occupation (untenantable).
Occupancy rate – the proportion of days homes were occupied, based on the average maximum tenancies in the last two financial years.
Rent arrears – rent overdue at 30 June as a percentage of total rent charged during the financial year.
Repairs completed on time – the percentage of urgent repairs completed within 24 hours and non-urgent repairs completed within 14 days of receiving a tenant request for maintenance.
Complaint resolution – the percentage of complaints from tenants and prospective tenants resolved within 30 days.
Tenant satisfaction – registered agencies are required to survey tenants at least once every two years regarding their housing services, complaints management, repairs and maintenance, and tenant engagement. Total satisfaction score is calculated using a scale where 4 is very satisfied and 0 is very dissatisfied.

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Updated 11 November 2025