North Lincolnshire Homes provides a 'fair' service with 'promising' prospects for improvement, according to a report released today by the independent Audit Commission.
On a scale of zero to three stars, Audit Commission inspectors gave the service a one star, 'fair', rating. North Lincolnshire Homes makes it easy for people to access services and residents are closely involved with improving services. Strong leadership of the organisation ensures that services should continue to improve.
Ann Bennett, Audit Commission Lead Housing Inspector, said:
'North Lincolnshire Homes focuses on its customers and tenant satisfaction is generally good. Homes are improved to a high standard and the organisation is ahead of its five-year programme for all its properties to be at the national Decent Homes standard. The quality of most services has significantly improved since homes were transferred from the Council three years ago. However, the diverse needs of vulnerable people are not yet being dealt with effectively, and too many homes have been empty for too long.'
Inspectors found a number of strengths including:
- advice and information is easy to understand
- most repairs are done quickly
- performance on gas and solid fuel servicing is good
- anti-social behaviour is tackled
- performance on collecting rent is reasonable
- efficiency savings are made
There were some weaknesses including:
- customers don't always know the standard of service to expect
- tenants are waiting too long for home adaptations
- some tenants help to pay for services they don't receive
- the future of some sheltered housing schemes is uncertain
- the cost-effectiveness of the repair service is not clear
The inspectors made a number of recommendations. These include:
- use information on customers' needs to tailor services to meet individual tenants' requirements
- specify what customers can expect every time they use a service
Notes to editors
North Lincolnshire Homes (NLH) is a housing association set up in February 2007 with the transfer of 9,950 homes from North Lincolnshire Council. NLH is a registered charity, and is a registered provider of social housing with the Tenant Services Authority (TSA).
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.
For further information please contact: David Rose, Regional Communications Manager - Northern on 0844 798 6654