AUDIT COMMISSION NEWS - Residents can look forward to a promising future
22.02.2008
An independent report by the Audit Commission has declared that Hightown Praetorian & Churches Housing Association’s Housing Management Service has promising prospects for improvement.
In October 2007, Inspectors from the Audit Commission visited HPCHA to assess the standard of services provided to residents and the prospects for service improvement.
To view the full report please click here
During the week the team of Inspectors visited a number of homes owned and managed by the Association and inspected various areas of operation including; repairs and maintenance, tenancy and estate management, access and customer care, diversity, value for money, resident involvement and supported housing services.
The inspectors interviewed tenants, staff, contractors and Board members and also took account of the views of external stakeholders during the weeklong inspection process.
Housing inspectors praised the Association for achieving:
High levels of satisfaction with service overall with:
· 82% of tenants satisfied with the service,
· 89% of tenants satisfied with the repairs service
· 90% of tenants stating that repairs work was completed satisfactorily.
Other strengths highlighted in the report include: · Estates and neighbourhoods are well maintained and clean and tidy.
· Homes are of a high standard – customer satisfaction on overall satisfaction with homes on moving in is high (95%).
· The number of complaints is low.
· Calls are answered quickly.
· Vulnerable tenants are benefiting from a range on care and support services.
· HPCHA has strong strategic partnerships.
· Staff demonstrate a commitment to the delivery of a customer focused service.
· A comprehensive range of customer leaflets and a range of methods by which to access services.
· HPCHA homes are among the best in the country for thermal efficiency (insulation).
· HPCHA has shown a positive focus on diversity training and awareness training.
· The proportion of BME staff employed by HPCHA is higher than the local population.
· Satisfaction levels have been higher among BME tenants.
HPCHA was assessed as providing a fair service that has promising prospects for improvement. The full report can be downloaded from the Audit Commission’s website. The report from the Inspectors offered a wide range of practical pointers for improvement, all of which will be included into an action plan and implemented during 2008.
Some areas of weakness that will be addressed in the action plan include:
· Service standards are not all comprehensive or measureable
· Responsive repairs are not all completed on time
Mark Elsworth, the Audit Commission's Lead Housing Inspector for the East of England, said: “The range of services we inspected showed a mix of strengths and weaknesses. However, the Association is addressing identified weaknesses and is open to learning from others. It has also invested in staff to improve capacity and is working well with partners. These factors are all contributing to what we consider to be promising prospects for improvement”.
Mike Bailey, Chair of Hightown Praetorian & Churches Housing Association, said: “This is a very encouraging report highlighting the good work being carried out by the staff of HPCHA which is ultimately benefiting our tenants.
“The report highlights intensive work that we have undertaken over the past few years. We have made real improvements in our operational performance and are delivering better services to our residents. We welcome the Audit Commission’ report and its recommendations for our future development.
“With a clear strategy in place and a total commitment to customer care, we are confident that we can achieve further significant improvements for our residents and people in real need of good homes.”
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