Audit Commission
An independent report by the Audit Commission has declared that Hightown Praetorian & Churches Housing Association’s Housing Management Services provide a fair service which has promising prospects for improvement.
For a copy of the full inspection report please click here - HPCHA Audit Commission Report
In October 2007, Inspectors from the Audit Commission visited Hightown to assess the standard of services provided to residents and the prospects for service improvement.
During the week the team of Inspectors visited a number of homes owned and managed by the Association and inspected various areas of operation including; repairs and maintenance, tenancy and estate management, access and customer care, diversity, value for money, resident involvement and supported housing services.
The inspectors interviewed tenants, staff, contractors and Board members and also took account of the views of external stakeholders during the weeklong inspection process.
Housing inspectors praised the Association for achieving:
- High levels of satisfaction with service overall with:
- 82% of tenants satisfied with the service,
- 89% of tenants satisfied with the repairs service
- 90% of tenants stating that repairs work was completed satisfactorily.
Other strengths highlighted in the report include:
- Estates and neighbourhoods are well maintained and clean and tidy.
- Homes are of a high standard – customer satisfaction on overall satisfaction with homes on moving in is high (95%).
- The number of complaints is low.
- Calls are answered quickly.
- Vulnerable tenants are benefiting from a range on care and support services.
- Hightown has strong strategic partnerships.
- Staff demonstrate a commitment to the delivery of a customer focused service.
- A comprehensive range of customer leaflets and a range of methods by which to access services.
- Hightown homes are among the best in the country for thermal efficiency (insulation).
- Hightown has shown a positive focus on diversity training and awareness training.
- The proportion of BME staff employed by Hightown is higher than the local population.
- Satisfaction levels have been higher among BME tenants.
Hightown was assessed as providing a fair service that has promising prospects for improvement. The full report can be downloaded from the Audit Commission’s website. The report from the Inspectors offered a wide range of practical pointers for improvement, all of which were included into an action plan and implemented during 2008.