Clapham Park Homes response to Audit Comission inspection report
23 April 2009
CPH is committed to transforming one of Lambeth’s poorest estates and are heartened that the Audit Commission assessment highlighted that overall resident satisfaction levels have increased since stock transfer by 11% and that further satisfaction levels in our estate management services have improved by over 21%, from 56%-77%.
The Audit Commission assessment is welcomed by the Association as an opportunity to obtain a comprehensive independent examination and assessment on a number of our key landlord services. In this regard the report will enable us to prioritise further improvements for our residents, including:
- extending our opening hours
- improving the resident awareness of the wide range of services offered to our vulnerable tenants, especially where English is not their first language, including a range of leaflets, booklets and information DVD’s already produced in key community languages. In this we also note that we are one of only a few Associations to offer the ESOL classes to our non English speaking residents
- setting out our plans for further interim investment into our stock to be demolished recognising that we are currently spending over £3 million a year more than the previous landlord, and working with residents to confirm this investment meets their priorities.
- introducing a re-charge policy for tenants who are responsible for damaging their homes and offer further services like gas servicing to leaseholders
- improving the monitoring and reporting of our effective aids and adaptations service
- consulting on our Business Plan with residents and stakeholders and simplify the document
- improving and standardising our approach to service improvement and demonstrate that we are applying best practise.
Our Business Plan is very well linked to our improvement plans and has focused and driven service improvements for residents, including substantially reducing ASB on the estate and significantly improving our customer service. Our Business Plan has also supported the Associations ability to achieve an additional £13.4 million of capital investment from the new Housing and Communities Agency.
The strength of our partnerships working has enabled us to raise an additional £2 million of inward investment to support the community’s regeneration initiatives offering employment and training opportunities to local residents.
CPH is committed to working closely with local residents and the TSA in ensuring that a clear action plan is developed to address the recommendations that flow from the report.