Getting better all the time
Back in January 2010, the Audit Commission carried out
an inspection of our properties in the Hertsmere area, looking at
responsive repairs, gas servicing and resident
The first section of the Audit Commission
report found that all areas inspected were either ‘good’ or ‘very
good’ with the exception of equality and diversity, where we know
we need to improve.
Our improvement plan
After the inspection we consulted residents
and staff in order to create an improvement plan. We submitted the
plan to the Audit Commission at the end of April 2010 and were
delighted to have received the second part of their report, which
states that we have ‘excellent prospects for
Follow up visit
The inspectors then visited us on 10 September
and said that overall, we had made good progress.
They were satisfied that the majority of their recommendations had
been completed in line with the timescales set in the Audit
Commission’s inspection report.
They also pointed out some areas where they
said they still wanted to see more progress. Take a look at our latest progress on
We have continued to work with our
residents to make sure we deliver the recommendations contained in
our improvement plan.
Some of our achievements so far include:
- A new set of service standards developed in
partnership with residents.
- A new team of staff to deal with complaints,
and a new process to identify what we can learn from customer
- The launch of new domestic violence, racial
harassment and hate crimes policies.
- An online form to enable you to report repair
requests via our website.
- The appointment of an independent
organisation to undertake gas checks.
- A programme to review all our key services to
make sure that all our customers have fair and equal access to
- A single compensation policy has
been formulated with residents and soon to be launched.
- Continued success with our resident profiling work to ensure
services are accessible and meeting need.
- A new Value for Money Confidence assessment toolkit
that will involve residents in the evaluation of Value
We’ll keep you informed with further
Our actions following the inspection in
Our actions following the follow
up in September