The Inspection Zone update - spring 09

Update - Spring 2009

In December 2008, we had a visit from Housing Quality Network (HQN) to see if our services are up to scratch. This inspection was a dummy run to check how well we’re doing, so we’re ready for when the Audit Commission inspects us in the future.

They interviewed residents, staff and Board members to find out whether we provide good services and value for money. They also read through loads of paperwork, action plans and brochures.

HQN told us we have a borderline ‘fair’ one star service with borderline uncertain/ promising prospects for improvement. Although we were hoping for a better score, we had some very good feedback and HQN could see how much we all want to improve services.

They said there are two important things we need to look at straight away:

Repairs

• Make sure repairs are done on time

• Show and improve value for money

• Work better with our repairs contractor Aster Property Management (APM)

Devon & Cornwall operations

• Make sure services give value for money

• Provide the same level of services as residents get in Wiltshire

• More resident involvement

Other things we need to improve include:

• Keep checking to make sure we’re meeting standards

• Have standards for all our services so residents know what to expect

• Show how resident involvement is making a difference to services

• Make sure we give value for money

• Make sure that everyone is treated fairly and has the same access to services. Some people may be harder to reach because of their health, where they live, the language they speak or for other reasons.

• Improve our services to leaseholders and shared owners

• Improve the way we look after empty properties, including our lettings standards, to make sure homes are up to scratch before people move in