Section: Best Practices & Standards
LA Stars
Sandwell Homes
Sandwell Homes is providing an 'excellent' service and has excellent prospects for improvement, according to a report released by the Audit Commission during November.
The inspection team gave the Sandwell MBC ALMO, which was established in 2004, an excellent Three-star rating.
Strengths listed in the report include:
- High quality information for customers and an effective and accessible website.
- Well-promoted opportunities for tenants to get involved in, and influence, the development of services.
- Clean and well-maintained estates.
Recommendations made by the inspection team include:
- ensuring that all aspects of the housing options service are easily accessible;
- that comprehensive information is provided for customers; and
- that advice provided is of a consistently high standard.
Sheffield City Council
The Benefits Service provided by Sheffield City Council is 'poor' but has promising prospects for improvement, according to a report released by the Audit Commission.
The inspection team gave the service a poor Zero-star rating.
Weaknesses listed in the report include:
- Poor processing performance when a new claim or amendment of benefit is received.
- Poor customer satisfaction.
- A contract with a service provider that does not deliver good value.
The report also idenifies strengths, including:
- Good communication with people and agencies, such as registered social landlords.
- Communications with customers, such as letters and decision notices, are clear and easy to read.
- People are actively supported to take up their benefit entitlement as a result of co-operation with other agencies and good use of the Service's own visiting team.
West Somerset Council
The Benefits Service provided by West Somerset Council is 'poor' with uncertain prospects for improvement, according to an Audit Commission report.
The inspection team gave the service a poor Zero-star rating.
Weaknesses listed in the report include:
- Despite some recent improvement, performance was in the worst performing 25% nationally in 2007/08.
- There is limited engagement with users and little evidence that the service fully understands the needs of customers.
- Anti-fraud performance is poor and is deteriorating.
- Customer satisfaction has been poor.
- The service cannot demonstrate that it is delivering value for money.
The report also idenifies strengths, including:
- Some progress in service improvement has already been made and there are plans in place to ensure further improvement.
- Councillors and staff are committed to improving the service.
Other LA Inspection Reports
Other local authority inspection reports issued during November included:
- 2010 Rotherham (Rotherham MBC ALMO): Two-star good service with uncertain prospects for improvement.
- Newark and Sherwood Homes (Newark and Sherwood District Council ALMO): Two-star good service with promising prospects for improvement.
RSL Performers
Beechdale Community Housing Association
The housing services provided by Beechdale Community Housing Association are 'poor' with uncertain prospects for improvement, according to an November report from the Audit Commission. The inspection team gave the service a poor Zero-star rating.
The inspection team found one area of positive practice from which other organisations could benefit. A coaching programme for young people is having a positive effect on the way young people behave on the estate, helping them to use their energy and skills in a positive way.
However, they also found a range of weaknesses, including:
- A mixed quality of customer care, with that provided for vulnerable people needing adaptations being particularly poor.
- Failure to ensure that services meet individual needs, or that they are provided fairly.
- A weak approach to ensuring value for money.
- Ineffective leadership and inadequate plans to make improvements.
Recommendations made in the report include:
- Improving the way services are designed so that they more closely match what customers want.
- Ensuring services are provided in a fair way.
- Improving value for money so that savings can be re-invested in services customers most want to see get better.
- Better planning and management of services, so that the best possible peformance is achieved.
Island Homes
The housing management services provided by Island Homes are 'poor but have promising prospects for improvement, according to the Audit Commission. An inspection team gave the service a poor Zero-star rating.
The report highlights some key weaknesses in the service, including:
- Service standards are not comprehensive and performance against them is not monitored.
- Although gas servicing performance has improved, there are a number of properties without current safety certificates.
- The prioritisation and speed of completion of repairs is poor and appointments are not being made consistently.
- Void turnaround times are high.
- Rent arrears and leaseholder service charge arrears are high and there is a weak focus on recovering former tenant arrears.
- Service charge bills for leaseholders have not been accurately calculated and have not complied with legal requirements.
However, the report also highlights a number of strengths, including:
- The two local offices provide generally good physical access.
- The decent homes programme has included effective consultation with residents and is likely to meet the 2010 target.
- Estates are generally well maintained and the caretaking and handyman services are valued by residents.
- here is a generally effective approach to tackling antisocial behaviour.
Island Homes has a stock of 2,072 homes on four estates. The stock was transferred from the London Borough of Tower Hamlets in December 2005 as part of the Council's 'Housing Choice' process.
The newly formed Registered Social Landlord was originally named Toynbee Island Homes and had a resident-led Board.
Island Homes is now part of a group structure known as One Housing Group, which delivers corporate and central services.
Venture Housing Association
The housing management services provided by Venture Housing Association are 'poor but have promising prospects for improvement, according to a new Audit Commission inspection report. An inspection team gave the service a poor Zero-star rating.
The report highlights some key weaknesses in the service, including:
- No strategic approach to asset management and stock investment, with limited understanding of current decency levels.
- An inefficienct repairs service.
- Serious issues in the timeliness and quality of gas servicing arrangements.
- An unacceptable level of properties without a valid gas safety certificate.
- Customers experiencing difficulties in accessing services by telephone, and general customer service standards were below acceptable levels.
- An underdeveloped approach to diversity, which does not meet good practice requirements.
- No strategic approach to ensure value for money in services delivered, procurement decisions lack transparency and there is weak contract management.
Inspectors found strengths, including:
- There are individual officers who demonstrate customer focus.
- A range of methods are used to obtain customer feedback and involve residents.
- Effective partnership working is used to support the organisation in responding to antisocial behaviour, vulnerable tenants and debt advice.
Other RSL Inspection Reports
Other registered social landlord inspection reports issued by the Audit Commission during November included:
- Broxbourne Housing Association (Housing Management): Two-star good service with promising prospects for improvement.
- Cobalt Housing (Housing Management & Maintenance): One-star good service with promising prospects for improvement.
- Hyndburn Homes (Housing Management): One-star fair service with promising prospects for improvement.
