The council is threatened with intervention from the Audit Commission after receiving no stars and a damning "unlikely to improve" label for sheltered housing. But it aims to show the inspectors when they return soon that its action plan is working.
Immediate changes include hiring a tenant liaison officer to ensure services are responsive, a special allocations team that is cutting turnaround times for lettings, and a new homelessness officer post. Previously 80% of housing services were dealt with by agency staff. Now permanent contracts are being issued and the council can begin the vital task of building teams.
Analysis by consultant Pennington confirmed the depth of the problems in the council's housing service, reporting a culture of apathy and blame where targets went unmet.
Performance on key issues and trends is now reported monthly. The reports are backed by a housing needs and demand study that feeds into a new strategy for the district.
One of the biggest problems highlighted by the Audit Commission was customer care and tenant empowerment. Tenants complained their homes were "like Colditz" and conditions were unacceptable. Now the council has launched a customer charter setting standards – and tenants were involved in drawing it up. All complaints are being recorded for the first time.
Meetings are under way to discuss the future of the 3600 stock. Though the council's Housing Revenue Account is projected to stay healthy for the next 30 years, other serious problems are looming.
Most pressing is the future of three sheltered schemes. All three have long-term empties and need refurbishment. Tenants are being consulted about their options.
Community services director Sandra Whiles admitted the council still has a long way to go: "We're working with the commission and are determined that when they come back they will see a real difference."
Source
Housing Today
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