Housing association’s balance of strengths and weaknesses

Paradigm Housing Association (Chiltern Hundreds) ‘has a balance of strengths and weaknesses’, according to an independent report released today by the Audit Commission.

Audit Commission inspectors carried out a short-notice inspection of how well the South East-based housing association responds to repairs and gas servicing; involves residents in its work; and deals with anti-social behaviour. The report shows that tenants generally have good access to services and can get involved in Paradigm’s work in a number of ways, with some positive results. Also performance in completing gas safety checks is effective.

Inspectors noted that Paradigm works well with tenants, for example, training them to carry out mystery shopping to help improve services and information about tenants is used to provide enhanced services to those with support needs.

Emergency repairs are completed quickly and a high proportion of repairs are carried out right first time while the number of annual gas safety checks to tenants’ homes has improved, helping to reduce the risks to tenants.

However, services are not provided consistently, which is reflected in varying levels of satisfaction among tenants who live in different areas, there is not enough evidence to show whether services provide value for money; and tenants are not satisfied with the way reports about anti-social behaviour are handled.

Also, although the time taken to complete repairs is improving, it is below that achieved by landlords who perform well and many repairs appointments are not made at the first point of contact.

Julie Watts, Audit Commission lead housing inspector, said: “Paradigm is working closely with residents to try to improve services. It has successfully improved its gas servicing, and this is reducing risks to tenants. It needs to do more with tenants to improve how the service demonstrates value for money; and it needs to ensure it provides all its services consistently.”