The housing management services provided by Kingfisher Housing Association are 'fair', 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. Some areas of the service are delivered very well. For example, there is a good approach to maintaining and improving tenants' homes and performance on gas safety testing is strong. However, housing income collection and repairs could be improved.
Sára Kulay, Audit Commission Lead Housing Inspector for the South East, said:
'Kingfisher provides a customer-focussed service in some important areas, such as maintaining the quality of its homes and providing tailored support to more vulnerable tenants. However, some areas must be improved to ensure all residents get a consistently high quality service. Strong leadership and a good track record of managing change give us confidence that the Association will rise to the challenges ahead'.
The inspectors found a number of strengths in the service. These include:
Kingfisher shows a commitment to customer care and diversity and provides good quality information for residents.
Homes are in good condition and residents are consulted well on planned works. The quality of improvement work is high and safety testing is comprehensive.
Suitable preventive measures and tools are in place to reduce anti-social behaviour.
The inspectors did, however, identify some weaknesses:
- The approach to complaints management is not robust and weaker satisfaction rates among tenants living outside Basingstoke have not yet been properly investigated.
- The response to emergency and urgent repairs is too slow.
- Performance in collecting rent arrears is poor and information for customers about payment methods is inconsistent.
To help the service improve, inspectors made a number of recommendations. These include:
- Improving responses to letters and phone calls
- Reviewing how complaints are handled
- Developing a comprehensive strategy on equality and diversity.
Kingfisher Housing Association (Kingfisher) works mainly in the Borough of Basingstoke and Deane in Hampshire, with some homes in Wiltshire and Berkshire. It currently owns and manages around 5,000 homes, including some 260 leasehold properties and 310 homes in sheltered schemes. Since January 2006, Kingfisher has been part of a group called the Wessex Housing Partnership.
Copies of the report are available from Kingfisher Housing Association or from the Audit Commission website
Notes to editors
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, auditing the £200 billion spent by 11,000 local public bodies.
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.
Further details about the role of the Audit Commission can be obtained from www.audit-commission.gov.uk.
For further information, or for an embargoed copy of the full report, please contact:
Callum Collins, Senior Regional Communications Manager (Southern)
Tel: 0117 901 8883