Audit Commission

Nottingham City Homes (NCH) is providing a 'good' service which has 'excellent prospects' for further improvement, according to an independent report released today by the Audit Commission.

On a scale from zero to three stars the Audit Commission gave the arms length management organisation (ALMO) a 'good' two-star rating. NCH had previously been assessed as providing a fair, one-star service with uncertain prospects for improvement in a report published in March 2006.

Ann Bennett, the Audit Commission's Lead Housing Inspector for the East Midlands, said:
'NCH's customers, staff and board have worked hard to improve existing services and to develop new ones. Staff are committed to customers, with services being shaped and influenced by tenants and leaseholders. NCH has made great progress since our last inspection. This gives us confidence that it will improve further and that it has overcome the weaknesses exposed in our recent public interest report.'

The inspectors found a number of strengths including:

• Services which are generally easy to access, with a comprehensive range of good quality customer information
• A strong focus on identifying and meeting the needs of more vulnerable customers
• Tenants are shaping the way that improvements to homes are planned and delivered
• Speedy adaptations to the homes of tenants who have disabilities
• Anti-social behaviour is tackled effectively and the standard of housing estates and communal areas in flats is high and improving
• Homes are allocated effectively through the HomeLink choice-based lettings scheme

Some areas need attention including:

• Delays for customers contacting the repairs call centre
• There are no opportunities for tenants with disabilities to self-refer for minor adaptations such as grab rails
• A high number of customers are refusing offers of housing and so some homes are empty for longer than necessary

Recommendations include:

• Speeding up the time taken for the repairs call centre to respond to calls
• Enabling tenants to self-refer for minor adaptations without being assessed by an occupational therapist

NOTES TO EDITORS

1. NCH manages Nottingham City Council's 29,208 homes and provides services to 1,049 leaseholders through a five year agreement that began in 2005. The agreement covers housing management and maintenance services, delivery of a major home improvement programme, allocations and supported housing services.
2. An earlier inspection of NCH in 2005 led to an investigation by the District Auditor, culminating in the publication of a public interest report on 15 January 2009. The report found failings in the culture, systems and management of Nottingham's housing service.
3. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
4. 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.
5. 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.

FOR MORE INFORMATION OR AN EMBARGOED COPY OF THE REPORT CONTACT ERIC LUDLOW ON 0844 798 4183