A short-notice inspection of Greater Manchester-based Irwell Valley Housing Association found that services inspected had 'more strengths than weaknesses' according to a report released today by the independent Audit Commission.
The short-notice inspection covered how the housing association responds to repairs reported by tenants; repairs of empty properties before new tenants move in; and how it undertakes the required checks of gas appliances.
Most repairs are being completed quickly, by appointment and to a good standard resulting in high levels of customer satisfaction. Empty properties are repaired quickly and to a high standard agreed with tenants. Inspectors also found that gas servicing is up to date.
Riza Yassin, Audit Commission Lead Housing Inspector, said:
'Overall we found that Irwell Valley is doing most things well, with strengths outweighing weaknesses in all three of the inspected services but management could improve procurement practices to ensure they are getting best value for money.'
Strengths include:
- customers can report repairs easily, they are completed quickly, by appointment and to a good standard
- empty properties are repaired quickly
- gas safety is prioritised
Weaknesses include:
- standards of service agreed with tenants are not always monitored
- customer complaints are taking a long time to resolve
- practices that ensure contracts are awarded to achieve improved value could be improved
To help the service improve, inspectors made a number of recommendations. These include:
- developing service standards with tenants and ensuring they are achieved
- developing better knowledge of customers' needs and tailoring services to meet them
- improving contract procurement arrangements
The Tenants Services Authority (TSA) is the affordable housing regulator in England and works with the Audit Commission on the inspection of housing associations. The TSA commissions the Audit Commission to carry out inspections and the results are used by the TSA in its overall assessment of housing association performance.
Notes to editors
Founded in 1973, Irwell Valley Housing Association provides 7,400 homes and services for customers living in the social housing sector. Properties are located across Greater Manchester as well as West Lancashire, South Ribble, Pendle and Rossendale in twelve different council areas.
Around 60 per cent of tenants receive full or partial housing benefit and 22 per cent class themselves as having a disability. Some properties are in neighbourhoods suffering high multiple deprivation where unemployment is higher than average and around 12 per cent of the population is from black and minority ethnic (BME) communities.
The Audit Commission introduced short-notice inspections for housing associations to give inspectors a clearer and more realistic view of the services that tenants receive.
Associations are given just five days notice of the inspection before their services are rated on a four point scale - from 'strengths significantly outweigh weaknesses' down to 'weaknesses outweigh strengths'.
Within two months of the publication of this report, Irwell Valley Housing Association will provide the Audit Commission with a plan showing how it will implement the report’s recommendations. The Commission will then assess and publish Irwell Valley’s prospects for improvement.
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.
Further information
David Rose, Northern Region Communications Manager
Direct line: 0844 798 6654
Email: d-rose@audit-commission.gov.uk