Audit Commission

Greenfields Community Housing (GCH) provides a 'fair' service with 'promising prospects for improvement', according to an independent report released today by the Audit Commission.

On a scale from zero to three stars the Audit Commission inspection team gave the association a 'fair', one-star rating. The association provides a service that is focused on the needs of its customers, and performance in several key areas is improving. However, the speed of improvement in some areas has not matched the best-performing housing associations.

Mark Elsworth, Lead Housing Inspector for the East region, said:

'Greenfields has made strong progress since it started operations. It is clear that it has been listening to residents when shaping services and deciding on the future direction of the organisation. In addition, customers will have noticed improvements in services and in the condition of their homes. There are challenges ahead, however - not least in elements of the repairs service. But we are confident that these challenges will be met.'

Strengths include:

• Learning from complaints is used to improve services and the association is effectively tailoring services to the needs of its residents.
• Performance on gas servicing and recovering rent arrears is strong.
• Residents can become involved in a variety of ways, and this is having a positive effect.
• There has been progress on promises made to residents when GCH took over as their landlord. Improvements have been made that customers would notice.

Weaknesses include:

• There are concerns about performance around answering telephone calls, although recent improvements have been made.
• It takes too long to complete responsive repairs and re-let empty homes. The cost of repairs to empty homes is high.
• The number of residents who feel satisfied that their views are taken into account is low.
• The direction of travel in services overall is mixed and the speed of improvement in some areas has not matched that of the best-performing associations.

To help the service improve, inspectors made a number of recommendations. These include:

• Improve access to services and the standards of customer care.
• Do more to provide services that reflect and meet the diverse needs of residents.
• Improve the way the service responds to requests for repairs, and its approach to repairing empty homes.

Notes to editors

1. Set up in November 2007 to take over the housing stock of Braintree District Council, Greenfields Community Housing owns around 8,064 homes and 450 leasehold properties transferred from Braintree District Council. These include 494 units of sheltered accommodation and 53 shared-ownership properties.
2. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
3. 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.
4. On 13 August 2010 the Secretary of State for Communities and Local Government announced that he plans to disband the Audit Commission. His intention is to have new arrangements in place for auditing England's public bodies by 2012/13.

For more information, please contact Eric Ludlow on 0844 798 4183.