Audit Commission

The landlord services provided by NomadE5 housing association are 'fair' and have 'excellent 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 service a one star, 'fair', rating because underpinning service delivery is a strong commitment to customer care with customer involvement in service development and a strong commitment to meeting the needs of vulnerable tenants. There are areas where performance needs to improve and these have been recognised by the association.

Domini Gunn, Audit Commission Lead Housing Inspector for the north east, said:
'We have rated Nomad E5 as having 'excellent prospects for improvement' in recognition of the work in progress to improve all aspects of services to tenants. This reflects our strong level of confidence in NomadE5's ability to deliver those improvements. We found positive service areas, including the work to help tenants manage their debts. Areas where weaknesses exist have been recognised by the association and are being addressed.'

Inspectors found:

• there is clear and consistent leadership in the promotion of equal opportunities and diversity
• arrangements are in place to identify and provide appropriate support to vulnerable tenants
• performance in relation to rent collection and current rent arrear recovery is within the top 25 per cent of housing associations
• the welfare benefits and debt advice is exemplary

However, inspectors also found that:

• the telephone answering service is not meeting NomadE5’s service standards
• there is limited evidence of using information about customers needs to shape and improve services
• the monitoring of service take-up by different groups of tenants is weak and customer satisfaction results are not fully analysed
• customers are not offered appointments at the point of reporting a repair

To help the service improve, inspectors made a number of recommendations, including:

• improve access to services for all tenants and customer care, for example by meeting agreed phone answering and responses to written enquiries and carrying out emergency and urgent repairs on time
• improve how NomadE5 meets the needs of diverse communities, for example by ensuring that all services are accessible to all tenants
• improve performance management so that improvements to services can be monitored and reported

NomadE5 was created in November 2006 as a result of the merger of Nomad Housing Group and Enterprise 5 Housing Association. It employs a total of 130 staff, and has a property portfolio of approximately 6000 homes across twenty local authority areas in the north east of England. Levels of deprivation vary from the seventh most deprived local authority (Easington) to the 244th (Tynedale) of 354 authorities. NomadE5 is governed by a board of thirteen members and is part of the Isos Group structure which also includes Milecastle Housing and Castle Morpeth Housing. Nomad E5 is based in Newcastle-upon-Tyne.

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, auditing the £200 billion spent by 11,000 local public bodies.
3. 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.
4. Further details about the role of the Audit Commission can be obtained from - http://www.audit-commission.gov.uk