The housing management service provided to tenants by Northwards Housing, in north Manchester, is 'excellent' and has 'excellent prospects for improvement', according to an independent report released today by the Audit Commission.
The Audit Commission inspection team gave the service the maximum three stars out of a possible three. Northwards Housing delivers high standards of customer care; good access to services, which are tailored to meet identified customer needs; and a strong and effective focus on resident involvement.
The housing estates are managed well, and effective joint working is addressing anti-social behaviour. Northwards Housing has formed strong strategic partnerships and is delivering a range of improvements that customers can see. However, Northwards Housing has some areas to improve upon, including income management performance and the standard, and turnaround times for void properties.
Yvonne Davies, Audit Commission Head of Housing (North), said:
'There was excellent performance across the range of services we inspected, with significant strengths in some areas. There is a sustained and strong customer focus across all service areas. Staff understand the challenges faced by residents and actively ensure residents are engaged in developing plans to support local communities. Challenging improvement plans are now in place and resources are being directed to address clearly identified, customer priorities. There is clear direction for the service, supported by strong leadership and enthusiastic staff. Together these factors create excellent prospects for improvement.'
The report highlighted key strengths including:
- services that are highly accessible and customer-focussed, supported by high quality information provision to tenants, and a very accessible website
- high customer satisfaction levels over a range of services
- customers effectively engaged across all services and shaping service delivery
- the overall appearance of estates
- community cohesion issues are addressed
- responsive anti-social behaviour services
- strong performance on gas safety
- services which provide value for money
The report highlighted issues to be tackled including :
- performance on letting empty properties
- some service plans lack clear targets
- communication with leaseholders is not consistent
- performance on income management is below set targets
Manchester City Council established Northwards Housing as an Arms Length Management Organisation (ALMO) in December 2005. Northwards Housing has delegated responsibility for providing housing management and maintenance services, receiving a management fee from the council for this service. It manages the council's budget for repairs and the capital programme budget.
Northwards Housing manages 12,458 council homes. The stock includes a mix of houses, high and low rise flats, maisonettes and bungalows. Northwards Housing's management fee is £19.7 million, plus £5.4 million in other income. Northwards employs 336 staff.
Notes to editors
- The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
- 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.
- 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.
Media contact: David Rose, regional communications manager (North) at the Audit Commission on 0844 798 6654 or d-rose@audit-commission.gov.uk