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25 March 2004 D2/2004
Downland praised for ‘Culture of improvement’ in audit commission report
Downland Housing Association is set to build on its successes according to a report which follows an inspection undertaken by the Audit Commission.*
The report, which was published today (March 25), highlights the things that the housing association is doing well and also outlines areas for improvement. It recognises that, ‘Downland has a highly committed workforce who were keen to provide good and improving service’ and that ‘ a strong culture of improvement amongst managers and frontline staff in the organisation has contributed to successful improvements.’
Overall, Downland is pr oviding a ‘satisfactory’ service (the second highest category) to its customers and is ‘raising standards’, according to the Commission’s report.
A team of housing inspectors found that the service to residents has improved in a number of important areas and the report praises 21 positive practices including:
- The very high level of response we received from tenants interested in becoming board members.
- Our good relationship with local authorities
- The support service that we offer young people and and those in temporary accommodation across Mid Sussex
- Downland has done ‘more to promote racial equality than most associations we [the Audit Commission] have inspected to date’ .
- The wide range of payment methods we offer, including payment by cash at over 500 payment points, telephone payments and online banking.
- Our wide range of ‘tools’ used to deal with nuisance and anti-social behaviour in a preventative and active way.
The Audit Commission also makes a number of recommendations that Downland will be working to implement. These include d eveloping the customer relationship strategy, monitoring the lettable standard for empty properties to ensure a good and consistant standard and introducing rent statements that are sent out quarterly.
Chief Executive, Mary Coburn said: “We are very pleased with this result.
“We believe that the results and the comments of the inspectors recognise the strong commitment of our staff - not only to deliver good services but also to encourage residents to take part in the decision making process that helps to shape their lives.
“We have always put our customers at the heart of what we do and look forward to working with them to further improve the services we provide,” she added.