Audit Commission

The services provided by United Residents Housing are 'good' and there are '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 United Residents Housing (URH) a 'good', two-star rating. This is because URH provides a customer-focused service for residents. There is a good approach to equality and diversity that is becoming embedded amongst staff and services are becoming tailored to their needs. Homes are well maintained and there is good performance on gas safety, asbestos management and health and safety works programmes. Estates are well maintained and provide a good environment for residents and the organisation is working well with partners to reduce antisocial behaviour. However, it takes too long to relet empty homes, and residents are waiting too long for major adaptations.

Hugh Boatswain, Audit Commission senior manager, said:

'United Resident Housing residents have been able to shape the customer-focused services they receive. Residents' diversity needs are well understood and services are being tailored to meet those needs. Homes and estates have been well maintained and URH protects the health and safety of residents through a good focus on gas safety, asbestos management and health and safety works. Although the standard of empty homes to re-let is good, performance on re-let times is weak. The performance on collecting rents and leaseholder service charges is also weak despite a high level of debt advice given to residents.'

Strengths include:

• The knowledge of the diversity of residents is strong, improving and is being used to shape services.
• Health and safety works programmes are being maintained and fire risk is robustly assessed.
• New and existing residents have good access to housing benefit services and debt and welfare advice.
• The organisations have attracted external funding that has benefited residents.

Weaknesses include:

• Performance is weak on collecting rents and leaseholder service charges.
• It takes too long to relet empty homes.
• Residents are waiting too long for major adaptations.

To help the service improve, inspectors made some recommendations. These include:

• Improve the income management service, by increasing the focus on rent and leaseholder service charge collection.
• Strengthen performance management and organisational capacity by improving the accuracy of recording and monitoring of services.
• Introduce a systematic and strategic approach to learning from complaints, best practice and comparison with other best performing providers.

Lambeth Council set up United Residents Housing (URH) on 1 December 2006 as a resident-led Arm's Length Management Organisation (ALMO) responsible for 2,503 Council homes (1,873 rented, 532 leasehold properties and 98 freehold properties). URH is unique in ALMO terms, being a collaboration with four tenant management organisations (Blenheim Gardens, Loughborough, Roupell Park and Waltham) operating within the Brixton area of Lambeth. URH is the smaller of two ALMOs operating in the borough and is also responsible for the direct management of Loughborough EMB. The ALMO is managed by a board that is made up of up to ten tenants or leaseholders, up to five council nominees and up to five independents. The day-to-day running of the company is delegated to a senior management team, headed by a Chief Executive. URH currently employs nine staff and the tenant management organisations employ a total of 82 staff including maintenance operatives, caretakers and agency staff.

Copies of the report are available from United Residents Housing or on the Audit Commission website at www.audit-commission.gov.uk

Notes to editors

1. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
2. 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.
3. 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 further information please contact: Chloe Morales Oyarce, Regional Communications Manager (London) on 0844 798 2095