Audit Commission

The landlord service provided by Rugby Borough Council is 'fair' and has 'promising prospects' for improvement, according to an independent report released today by the Audit Commission.

On a scale from zero to three stars the Audit Commission inspection team gave the Council a 'fair' one-star rating for the way it manages its housing stock. Estates are well-maintained, with empty homes being repaired quickly and to a good standard, which has led to steadily increasing customer satisfaction. But a number of areas still need to be improved, notably: responsive repairs; telephone access; value for money; and the use of performance information.

Ann Bennett, Lead Housing Inspector for the Audit Commission, said:
'Rugby Borough Council has made good progress in the way it manages its housing stock and now has the foundations in place for further improvement. Many aspects have been developed and tenant satisfaction is increasing. However, some areas remain weak. A number of changes are relatively recent and residents have yet to benefit from them.'

Strengths include:

• Staff are enthusiastic and provide comprehensive information for customers
• Tenant involvement is strong and shaping services in many areas
• Homes are well–maintained, with vacant homes being repaired quickly and to a good standard
• Annual gas safety checks are carried out effectively and the homes of tenants who have disabilities are adapted quickly to meet their needs
• Anti-social behaviour is tackled appropriately

Weaknesses include:

• The response to telephone contact is poor, opening hours are restricted and learning from complaints is limited
• Many repairs are not completed on time or at a time of the customer’s choosing
• The Council does not have a complete understanding of the condition of all its homes
• It does not know how its costs or performance compare with those of other housing organisations
• It is not making enough use of performance information to drive improvement

Recommendations include:

• Strengthen the focus on customers, especially telephone access to ensure that customers can access all services quickly and easily
• Making the improvements that the Council has planned
• Strengthening its approach to diversity by collecting comprehensive customer profile information and demonstrating full compliance with the Equality and Human Rights Commission’s Code of Practice for Equality in Housing
• Improving its approach to performance management

Notes to editors

1. Rugby Borough Council owns and manages 3,934 homes, of which 1,443 are sheltered housing for older people. The Council's landlord service covers stock investment and asset management, housing income management and tenancy and estate management. The inspectors also looked at access and customer care, diversity and value for money in relation to the landlord service.
2. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
3. Our work across local government, health, housing, community safety and fire and rescue services means that we have a unique perspective. We promote value for money for taxpayers, auditing the £200 billion spent by 11,000 local public bodies.
4. As a force for improvement, we work in partnership to assess local public services and make practical recommendations for promoting a better quality of life for local people.
5. Further details about the role of the Audit Commission can be obtained from - http://www.audit-commission.gov.uk