HydeMartlet 'has balance of strengths and weaknesses' - Audit Commission

HydeMartlet 'has a balance of strengths and weaknesses' according to an independent report released today by the Audit Commission.

Inspectors reached their conclusion following a short-notice inspection of the South East-based housing association.

They examined how well HydeMartlet is responding to tenants' requests for repairs and managing gas safety checks. The report shows that services are generally accessible to tenants, and the repairs service they receive is good.

The number of gas safety checks has increased significantly. However, services are not tailored to meet tenants' needs and don't always represent value for money.

Julie Watts, Audit Commission Lead Housing Inspector, said: "Hyde Martlet has successfully improved its gas servicing, and this is reducing risks to tenants.
"Repairs are carried out quickly and to a good standard, which is reflected in the high level of tenant satisfaction. The service does need to have a better understanding of the needs of all its tenants and improve the management of is telephone service.

"Further work is required with tenants to help improve how the service demonstrates value for money."

Strengths include:

• There is a range of ways for customers to access services.
• Tenants' views and feedback are helping to improve the services they receive.
• Contractors are trained to provide a service that is sensitive to people's needs.
• Repairs are carried out quickly, within challenging timescales.
• The number of annual gas safety checks has increased significantly and satisfaction is high.

Weaknesses include:

• The service is failing to meet its unchallenging target of answering 80 per cent of calls in 30 seconds.
• Complaints handling is inconsistent and tenant satisfaction with the results is low.
• Services are not being monitored to ensure they meet the needs of all tenants.
• Controls in place between the client and contractors are not robust enough.
• Concerns remain about the accuracy of systems to identify properties that are due for an annual gas service.

To help the service improve, inspectors made a number of recommendations. These include:

• Improve results for tenants in the services inspected.
• Strengthen the approach to equality and diversity.
• Strengthen gas servicing.
• Strengthen value for money.