Section: Best Practices & Standards
LA Stars
The following summarises some of the key issues raised in the Audit
Commission local authority inspection reports released during December 2005.
Liverpool City Council
The Council's
Supporting People programme was re-inspected and received a poor zero-star rating with uncertain prospects for improvement. Audit
Commission inspectors identified a number of weaknesses, including:
- Delays in identifying and meeting service users' needs, caused
by the slow progress of the referral system (of service users to a social worker or specialist worker).
- Access to accommodation and
move-on support remains a major problem for many service users.
- Homelessness prevention services are limited and there are gaps in access
for owner-occupiers and occupiers of private rented accommodation.
- Service users and their carers are yet to be effectively engaged in the
governance, management, and monitoring of the programme at any level.
- In some areas the use of external consultancy support is not as
effective as it ought to be.
- Performance management and monitoring systems are relatively weak.
Tamworth Borough
Council
Tamworth Borough Council has a fair one-star repairs and maintenance service that has promising prospects for
improvement. The Audit Commission inspection report reveals a number of strengths, including:
- A 24-hour freephone number for
reporting repairs.
- A high level of tenant satisfaction as regards capital improvement works, such as kitchen and bathroom
replacements.
- Additional funding has been made available to improve the repairs and maintenance service.
- A software package
for recording and tracking customer satisfaction is in place, for a more responsive service.
Weaknesses were also identified,
including:
- The repairs contract has not been in place long enough for tenants to see results from the improvements being
made.
- Information for tenants is poor and there are few leaflets available.
- Waiting times for the aids and adaptations service
have increased.
- Information about the diversity of tenants and their needs is not yet being used to shape
services.
Other Reports Issued
- Ashfield District Council (Strategic Housing Services)
One-star
fair service with promising prospects for improvement.
- Oxford City Council (Landlord Services)
One-star
fair service with promising prospects for improvement.
- Wear Valley District Council (Housing Services)
One-star
fair service with promising prospects for improvement.
www.audit-commission.gov.uk
RSL Performers
Audit Commission housing association inspection reports
issued during December 2005 included the following:
Sunderland Housing Group
An Audit Commission inspection report concludes
that Sunderland Housing Group provides a good two-star service that has excellent prospects for improvement. Strengths noted in the
report include:
- There is a strong customer focus, which ensures services are easy to access and customers' views are listened to
and acted on.
- Local offices are welcoming and comply with requirements of the Disability Discrimination Act 1995.
- Staff are
helpful and knowledgeable, and published information is clear and contains key information.
- Customer satisfaction is generally high and is
monitored for all services; the information gathered is regularly reported and used to improve services.
- There are many ways for customers
to be effectively involved in managing and developing services.
- Over 15,000 homes have been improved to a standard agreed with tenants,
decent homes targets have been met, and a broad range of choice is offered on improvement works.
- A high proportion of repairs are by
appointment and are completed by a multi-skilled workforce.
- Gas servicing arrangements are effective.
- A vacant property
standard ensures homes are offered to new tenants in satisfactory condition; accompanied viewing and new tenancy visits ensure new tenant satisfaction
is high.
Several areas for improvement were also noted, including:
- Office opening times and opportunities to
provide services outside normal hours are limited.
- Response rates to customer satisfaction surveys are low.
- Limited customer
profiling means services aren't tailored to individual customer needs.
- The information made available to tenants about the Council's
adaptation service is insufficient .
- Performance completing repairs on time, collecting rechargeable repairs, and re-letting empty
properties is weak.
- There is no strategic approach to recovering rent arrears, or targeting benefit and debt
advice.
- Information for applicants about the Council's housing register is insufficient, and the nomination system is not fully
operational.
- Guidelines for allocating properties are not robustly checked to ensure fairness and consistency.
Bourne
Housing Society
The service provided by Bourne Housing Society is fair with uncertain prospects for improvement. The
Audit Commission inspection team gave the service one-star because, although some services - e.g. repairs - are mainly good, there are
weaknesses in the strategic approach to diversity, customer service, and value for money.
To help the service improve, inspectors made a
number of recommendations, including:
- Improving the approach to assessing support needs for sheltered
tenants.
- Improving guidance and information for staff.
- Improving performance monitoring.
- Resolving the allocation
of costs between tenants and leaseholders.
The report also notes a number of strengths, including:
- Staff are
polite and helpful.
- Information for residents is relevant and easy to read.
- Empty properties are let quickly and to a good
standard.
- Properties are well maintained and common internal areas are clean and tidy.
- There is a high standard of grounds
maintenance.
Other Reports Issued
- Midland Area Housing Association
One-star fair service
with excellent prospects for improvement.
- New Fylde Housing Association
One-star fair service with
uncertain prospects for improvement.
- Old Ford Housing Association
One-star fair service with excellent
prospects for improvement.
- Windsor and District Housing Association
One-star fair service with promising
prospects for improvement.
www.audit-commission.gov.uk
News in Brief
-
Inspection & Investigation Information
Exchange
A joint protocol was signed that will allow the Audit Commission and the Housing Ombudsman share information about inspections
and investigations into the performance of housing associations.
The agreement will give the Audit Commission access to details of the
Ombudsman Services' investigations into complaints made about housing associations. The Audit Commission will also be notified when an association
fails to co-operate with the Ombudsman.
-
Housing Services in the Capital Under-Perform
A new
comprehensive performance assessment report from the Audit Commission reveals under-performance in housing service delivery by local authorities in
London, compared to those in the rest of the Country.
The number of English councils performing below minimum requirements in housing
services is below 4%. Some two thirds of local authorities with housing services are operating at a level above or well above the minimum
requirements.
The report found that in London councils are more likely to deliver housing services at or below minimum requirement levels.
A performance indicator that is based around the historic use of bed and breakfast accommodation effects the findings. Critics argue that this
adversely affects London's councils.
-
Fewer Performance Indicators for HAs
A consultation paper from
the Housing Corporation outlined its proposals for a review of housing association performance indicators. The proposed new framework will ease the
administrative burden on associations, with an overall reduction in the number of performance indicators retained.
Generally speaking,
performance indicators to be retained are those that directly measure the services delivered to residents. These include re-let times and the
percentage of dwellings falling below the Decent Homes Standards.
Indicators that are likely to be dropped include the percentage of
lettings to BME tenants and weekly rent to general needs and supported housing. The proposals will also scrap many of the existing financial
indicators.
The paper also recommends that associations that provide supported housing and other specialist services, and which have fewer
than 250 dwellings of that kind, will no longer be required to submit performance indicators.
Performance Indicator Framework: www.housingcorp.gov.uk
