M

Major Repairs
Definition: Improvements to housing stock that are too substantial to be covered by normal allowances for repairs and maintenance work.

Major Repairs Allowance (MRA)
Definition: The Major Repairs Allowance (MRA) was a new source of Central Government funding for Housing Revenue Account capital expenditure introduced from 1st April 2001. The MRA is intended to reflect the cost of maintaining housing stock in its current condition and is an annual cash payment made to local authorities through the Housing Revenue Account Subsidy system.

Management Committee
Definition: The group of people responsible for managing an organisation and making sure that it obeys its own rules. It can either be elected by members, like a tenants` association, or be made up of a group of people who have volunteered to serve, like many housing associations or ALMO's

Mediation
Definition: A method of resolving disputes between two parties using a third, external party, known as a 'Mediator'. The Mediator, who must be neutral in the dispute, aims to bring the two opposing parties to an understanding of the issues, including each other`s point of view, thus reaching an agreed resolution to the dispute.

Monitoring
Definition: The checking of a system or process to make sure it is working properly and achieving its goals.

Mystery Shopping
Definition: A form of market research which uses customers to assess service standards. This involves training individuals to pose as customers and undertake a series of agreed tasks, which are aimed monitoring service delivery. Mystery shopping can be carried out in person, by telephone, by letter, by e-mail, over the Internet or in any way that customers interact with an organisation.