Audit Commission

Aldwyck Housing Association's repair services are beginning to show ‘more strengths than weaknesses’ according to a report released today by the independent Audit Commission.

Audit Commission inspectors reached this conclusion following a short-notice inspection of how well the Bedfordshire-based housing association is maintaining and improving homes; responding to repair requests; and reletting empty homes.

The report shows that most of the basic requirements for an effective service are in place, but Aldwyck has yet to reach the levels achieved by the best performing associations. Repairs are usually completed on the first visit, but are not always carried out promptly. Empty homes are repaired very quickly, but not always to the standards the Association sets out to achieve.

Ann Bennett, Audit Commission Lead Housing Inspector, said:
‘Getting the basic repair service into shape has been a big challenge for Aldwyck, but after a long period of under-performance the benefits are beginning to show. For example, it has worked closely with its own contractor to provide an effective appointments system and to complete most repairs in one visit. Additionally, it has gone from being one of the worst performers in reletting empty homes, to one of the best. It recognises it is still some way from providing excellent services, but it now has strong foundations on which to build.’

Strengths the inspectors found include:

• The preferences and needs of individual customers are taken into account when providing major improvements such as kitchens and bathrooms
• Customer satisfaction with improvements and repairs is high at over 90 per cent
• Properties are let quickly, taking an average of only around 20 days

Weaknesses include:

• Accessing the service is sometimes difficult, with only 79 per cent of telephone calls answered within the agreed time limit
• Customers do not have clear information about some areas of the service or what long-term improvements are planned
• The Association is not yet measuring whether services are always provided fairly to everyone

The inspectors made five key recommendations, relating to:

• Better information about services
• Making sure services are delivered in a fair way
• Involving customers and improving performance to provide consistent, high-quality results
• Making further improvements around value for money
• Improving the way performance is monitored

Aldwyck Housing Association is now required to produce, by working with its customers, an action plan to address these recommendations.

Copies of the report are available from Aldwyck Housing Association or from the Audit Commission website at www.audit-commission.gov.uk/reports

Notes to editors

1. Aldwyck Housing Association has around 8,600 homes, principally in Bedfordshire, Buckinghamshire and Hertfordshire, but with some in the surrounding counties of Cambridgeshire, Essex and Northamptonshire and in North London. It is the majority shareholder of ‘Connect Property Services’, set up in April 2007 to carry out most of its improvements and repairs. It employs 450 staff and has an annual turnover in excess of £34 million.
2. The Audit Commission introduced short-notice inspections for housing associations to give inspectors a clearer and more realistic view of the services that tenants receive.
3. Associations are given just five days notice of the inspection before their services are rated on a four point scale - from ‘strengths significantly outweigh weaknesses’ down to ‘weaknesses outweigh strengths’.
4. Within two months of the publication of this report, Aldwyck HA will provide the Audit Commission with a plan showing how it will implement the report's recommendations. The Commission will then assess and publish Aldwyck HA's prospects for improvement.
5. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
6. 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.
7. 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.
8. Further details about the role of the Audit Commission can be obtained from www.audit-commission.gov.uk.