‘Promising’ prospects for one-star SBHA
SBHA has received one star (from a possible three), with ‘promising’ improvement prospects (second only to ‘excellent’) for our services to tenants, according to an independent report released by the Audit Commission.
According to the report: “There is effective leadership with a strong tenant input and customer focus. Staff are clear what the overall objectives are and where they fit in, they are well-informed and morale is high.”
However, they said the complaints process needs improving, cyclical decorations are behind schedule and the proportion of repairs completed in one visit and post-inspection are low.
The report highlights some key strengths including:
- A strong tenant-focussed outlook backed by comprehensive service standards and tenants surveys, with extra services provided to new and vulnerable tenants
- There is a clear corporate lead on diversity with an effective service for tenants with communication difficulties
- Responsive repairs are easy to report, carried out faster than most HAs and tenants are satisfied overall. Appointments are flexible and tenants are well involved in the responsive repairs service
- Voids are let quickly and to a high standard. Aids and adaptations to properties are carried out quickly and equipment is reused
- There is robust property information based on a reliable stock condition database followed by sufficient investment in stock to reach the decent homes standards and more. There are clear standards for planned works; tenants are fully involved and satisfied with the outputs
- Tenants are satisfied with the rent collection service; there are flexible ways of paying the rent and positive steps taken to improve rent collection
- There are comprehensive policies and a range of activities to tackle anti-social behaviour (ASB). Support is given to ASB victims and perpetrators and cases are closed with relatively high satisfaction levels. Action plans exist for all estates with over 25 properties
- Costs and rents are lower than average and there is a formal and modern approach to procurement that is making savings. Loans are secured at low levels and money is brought in from other sources.
Inspectors also made several recommendations to help SBHA improve:
- Strengthen the focus on users and tenants, to ensure they have a greater understanding of the available services
- Strengthen performance management, to allow us to compare costs and quality of services in order to focus on areas for improvement
- Improve internal processes so that plans that are easier to follow and relate to other plans more clearly.
Paul Doe, SBHA Chief Executive, says: “Thank you to all the staff for the tremendous commitment given to getting a good result, particularly those in Tenant Services and Property Management.
“We have noted the recommendations and will work on an action plan to ensure our service improves in the future."
A copy of the report is available by clicking on this Audit Commission report link.