South Tyneside Homes is 'customer focused' - Audit report

South Tyneside Homes' tenants getting a 'fair' service

The housing service provided by South Tyneside Homes (STH) is 'fair' and has 'promising' prospects for improvement, according to an independent report released today by the Audit Commission.

On a scale of zero to three stars the Audit Commission inspection team gave the service a one star 'fair' rating because services are easy to access and are customer focused.

STH says it has improved the quality of services and South Tyneside Council's housing stock since it was formed in 2006.

However, 60 per cent of homes do not meet the government's decent homes standards but STH say it is too soon to see the impact of many improvements they have made to housing services.

Melanie Rees, Audit Commission Lead Housing Inspector for the North East, said: "Although South Tyneside Homes has not yet achieved the two stars necessary to obtain additional government funding to improve more homes, this is still a good news story.

"Housing services have greatly improved in a very short time. Tenants are very closely involved developing services and are offered a broad range of choice over improvement work. The repair service is operating well and action to tackle anti-social behaviour is effective.

Its leadership is driving further improvement and we are confident that STH will continue its good progress and achieve two stars at the next inspection.

The report highlights some key strengths. These include:  

. Customer satisfaction with services is generally high.
. High quality information about services is available in a range formats.
. A strong focus on tenant safety with over 99 per cent of the annual gas servicing programme being completed on time.
. Customer focused rent recovery procedures offer a wide range of benefit advice and rent payment options.
. A range of housing support is given to vulnerable tenants.
. It is easy to apply for homes through choice based lettings.

However, it also highlights a number of issues which need to be tackled. These include:

. Performance responding to complaints and answering telephone calls is not strong.
. Home improvement programmes have not yet been approved and the approach to energy efficiency and environmental issues is just developing.
. Rent collection and arrears recovery performance is not good.
. Leasehold services are weak, particularly collecting services charges.
. Sheltered housing services are weak and lack a strategic approach.
. A lack of clear and accurate information on the cost and quality of individual services.

Copies of the report are available from South Tyneside Homes or on the Audit Commission website at www.audit-commission.gov.uk/reports

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