This short-notice inspection looked at how the association deals with responsive repairs, gas servicing, income management and asset management. Overall, there are more strengths than weaknesses in these services. We found satisfaction with services provided by the association is rising and customer’s queries are dealt with promptly by knowledgeable staff. The servicing of gas appliances is well managed. However, Villages Housing Association has yet to assess if its activities are inclusive for all sections of the community. A detailed understanding of how its cost compare with other housing providers and the condition of some stock has yet to be established.
A number of recommendations were made including, shaping access to services around tenants expressed needs; understanding and responding to the diverse needs of tenants; establishing a value for money approach and developing a better understanding of the condition of all properties.
Villages Housing Association has consulted with its customers and produced a robust action plan on how to implement the recommendations and address the weaknesses identified in our report. The future prospects for improvement have been assessed as promising.