The housing management services provided by Ealing Homes are 'good' 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 organisation, which manages council housing for the London Borough of Ealing, a 'good' two-star rating.
This is because residents play a key role in shaping services, Ealing Homes works well with other agencies to combat antisocial behaviour and it provides good quality, cost effective services.
Hugh Boatswain, Audit Commission senior manager, said:
'Most of the services at Ealing Homes are showing substantial improvement while becoming more efficient. The organisation consults its residents well and work is on track to deliver improvement to residents' homes. However Ealing Homes and the Council need to work better together to improve services for residents in sheltered accommodation.'
Strengths include:
- It is easy for residents to access services, information is of a good quality, and there are clear service standards.
- There are effective support arrangements for vulnerable tenants, including those experiencing domestic violence and hate crime.
- Planned Decent Homes Standard works are delivering improvements and tenant satisfaction with the work is high.
- Responsive repairs are delivered promptly with high levels of tenant satisfaction.
Weaknesses include:
- Some of the facilities at the local offices are not customer-focused and satisfaction with the complaints service is low.
- Former tenant arrears remain high.
- The delivery of the sheltered housing service is not sufficiently customer-focused.
To help the service improve, inspectors made a number of recommendations, including:
- Improve the sheltered housing service by working with the Council to clarify the long-term future of sheltered accommodation schemes and ensuring service standards are tailored to meet the needs of sheltered housing tenants.
- Improve tenancy and estate management services by ensuring new tenant visits are arranged at an earlier stage to ensure they are provided with the information to access support services.
- Improve value for money by further improving systems to identify and reduce former tenant arrears.
Copies of the report are available from Ealing Homes, Ealing Council or on the Audit Commission website at www.audit-commission.gov.uk
Notes to editors
- Ealing Homes is an Arm's Length Management Organisation (ALMO) set up by Ealing Council on 06 September 2004. The ALMO has delegated responsibility for providing housing management and maintenance services for a management fee. In 2010/11 it also managed the Council's £13.5 million budget for repairs and the £48.5 million capital investment programme budget (which includes £38.5 million for decent homes works). Ealing Homes currently manages 12,713 council tenancies and 4,953 leasehold homes.
- At the time of the inspection the ALMO was managed by a board made up of three tenants and two leaseholders, four council nominees and five independents. The day-to-day running of the company is delegated to the executive management team, headed by a Chief Executive. As of 01 May 2010, the organisation had 250 permanent full time employees and 73 temporary employees.
- 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.
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