Gateway Housing Association is not working well in providing responsive repair services, according to a report released today by the independent Audit Commission.

Audit Commission inspectors reached this conclusion following a short-notice inspection of how the London-based housing association deals with routine repairs to tenants' homes, income management and the servicing of gas appliances.  Inspectors found a balance of strengths and weaknesses in gas servicing and income management.

Hugh Boatswain, Audit Commission Lead Housing Inspector, said:

'Gateway Housing Association has not made adequate progress in improving services that are important to tenants, such as repairs. Residents are not satisfied with the speed and quality of contact, and performance in responsive repairs has not improved to meet tenants’ aspirations. Further improvements are also needed to make services responsive to the needs of the all residents, and the organisation needs to improve its value for money culture.'

Strengths include:

    * there is a positive range of information for customers, provided in a range of formats and in plain English
    * there is a commitment to improve services, and plans in place to address some weaknesses

Weaknesses include:

    * performance in responsive repairs is weak, and quality of the repairs service limited
    * the telephone service, and the response to complaints and correspondence does not meet the needs of customers
    * the value for money of the services inspected has not been comprehensively established
    * the approach to diversity is limited by a lack of clear leadership and lack of information on the needs of customers
    * information provided on performance is not fully accurate, and does not support improvements in value for money

Recommendations include:

    * improve the speed, quality and customer focus of the responsive repairs service
    * ensure all services provide value for money
    * ensure that all services meet the diverse needs of customers
    * improve the accuracy of performance information and ensure that it is used to improve value for money

The Tenant Services Authority (TSA) is the affordable housing regulator in England and works with the Audit Commission on the inspection of housing associations. The TSA commissions the Audit Commission to carry out inspections and the results are used by the TSA in its overall assessment of housing association performance.