Audit Commission

The service provided by Redbridge Homes 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 service a 'fair', one-star rating. This is because estates are in good condition, day-to-day repairs are done quickly, there is a clear focus on tackling anti-social behaviour (ASB), and residents are actively involved in service development. However, the quality of customer service and repairs work is inconsistent and the aids and adaptations service for vulnerable residents is poorly promoted.

Adrian Brown, Audit Commission senior manager, said:
'Redbridge Homes' services to residents are generally of an acceptable standard but the organisation does not ensure that the quality of service is consistent for all customers. While tenants receive a quick response to repairs the quality of the work is variable. In these difficult economic times, the amount of debt advice available for residents is limited. However, residents are being actively engaged in improving services and the organisation has a good track record of delivering improvements so the prospects for improvement are promising.'

The inspectors found a number of positive features of the service. These include:

• the condition of tenants’ homes is comparatively good and planned improvements are being delivered with high levels of satisfaction
• an effective caretaking service and the estates are well maintained
• residents are actively engaged in improving services

However, inspectors did identify some weaknesses:

• the quality of repairs and the condition of ready to let empty homes is variable
• management costs are high and the organisation does not ensure that value for money is delivered in a number of service areas
• the level of rent arrears is increasing and debt advice is limited

To help the service improve, inspectors made a number of recommendations, including:

• improving access and customer service
• improving the quality of repairs
• maximising income collection

Redbridge Homes is an arm’s length management organisation set up by Redbridge Council in April 2007. It is responsible for providing housing management and maintenance services, receiving a management fee for this service. It manages the Council’s £5.5 million budget for repairs and maintenance, and £4.2 million capital programme budget. It employs over 140 staff to deliver the service, and manages 4,700 tenancies and provides services to 2,337 leaseholders.

Notes to editors

1. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
2. 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.
3. 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.
4. Further details about the role of the Audit Commission can be obtained from - http://www.audit-commission.gov.uk