A short-notice inspection of the Great Places Housing Group found that services inspected had 'more strengths than weaknesses' according to a report released today by the independent Audit Commission.
Inspectors considered how well the housing group, headquartered in Manchester and with homes in 30 local authority areas mainly in the North West, is collecting rent and other income, repairing empty homes before customers move in, and servicing gas appliances. They found that a high proportion of rent is collected, empty properties are repaired and re-let promptly and that gas servicing is up to date.
Riza Yassin, Audit Commission Lead Housing Inspector, said: 'The group is performing well in the service areas we looked at. Some good work has been done to raise performance and make standards consistent across all areas in which the group has homes. We have made recommendations to encourage improvement in complaints handling, aspects of equality and diversity and value for money'.
Strengths include:
- rent collection services include access to help and advice and as a result more rent is being collected from current and former customers
- empty properties are repaired and relet quickly reducing rent losses and improving choice for those in need of re-housing
- gas servicing is prioritised protecting tenant safety
Weaknesses include:
- customer complaints are taking a long time to resolve
- although the group's approach to equality and diversity is generally well structured, in the areas inspected improvements can be made
- the Group does not routinely evaluate whether these services provide value for money
To help the service improve, inspectors made a number of recommendations. These include:
- resolving customer complaints more quickly
- assessing the impact of policies on all sections of the community and taking action to address any disadvantage
- routinely comparing costs, quality and performance information with other service providers and using this to improve value for money
The Tenant 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
On 1 November 2009 the three subsidiaries of Great Places Housing Group - Manchester Methodists Housing Association, Ashiana Housing Association and Space New Living Housing Association - merged into one single landlord services organisation. The Group manages around 15,000 properties, including 10,515 general needs properties and 1,373 supported housing units. Stock is distributed widely, mainly across the North West, covering 30 local authority areas. It has an annual turnover of £62 million and employs around 560 staff.
Associations are given just five days notice of a short-notice inspection before their services are inspected and 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, Great Places Housing Group will provide the Audit Commission with a plan showing how it will implement the report's recommendations. The Commission will then assess and publish Great Places Housing Group'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.
For more information or an embargoed copy of the full report please contact David Rose at the Audit Commission on 0844 798 6654 or d-rose@audit-commission.gov.uk