Arhag Housing Association provides a 'fair' housing management service, which has 'promising' prospects for improvement, according to an independent report released today by the Audit Commission.

On a scale from zero to three stars the Audit Commission inspection team gave the service a 'fair', one-star rating. This is because it is easy to contact the association, staff are helpful and tenants are benefiting from improved properties. However, performance in rent arrears and dealing with anti-social behaviour is weak.

Hugh Boatswain, the Lead Housing Inspector for London, said:

    'Arhag Housing Association has improved services in key areas such as major works and customer care, resulting in improved resident satisfaction. Clear leadership is leading to better outcomes for residents, but significant weaknesses remain in the collection of rent and dealing with anti-social behaviour. The association is not yet tailoring services to meet the diverse needs of its tenants.'

Strengths include:

    * a strong focus on customer care, and effective working with partners to promote social inclusion;
    * an active programme of major, planned and cyclical works;
    * a range of ways for tenants to get involved in the work of the association;
    * improved value for money; and
    * positive leadership, improved performance in most areas and increased satisfaction.

Weaknesses include:

    * leaflets and service standards do not fully cover the full range of services;
    * satisfaction with overall services remains low compared to other landlords;
    * knowledge of policies and targets is variable among staff;
    * there are limited outcomes from the approach to equality and diversity;
    * the approach to rent arrears, aids and adaptations, anti-social behaviour and domestic violence is weak; and
    * value for money is not a key element of the work of the association.

To help the service improve, inspectors made recommendations, including improving:

    * the way that rent arrears and anti-social behaviour is managed;
    * the range of information available to residents;
    * how performance is monitored and managed;
    * the approach to residents in need; and
    * the approach to value for money.

Arhag Housing Association operates across 13 London boroughs. It was set up in 1979, and its remit includes meeting the needs of refugees and migrants. Tenants are predominantly from black and minority ethnic (BME) communities and many come from refugee and migrant backgrounds.