A re-inspection report by the Scottish Housing Regulator, published on 8th April 2010, praised West Dunbartonshire Council’s (WDC’s) Housing Management Service for its improving standards. Tenant feedback collected as part of the inspection also showed a high level of satisfaction with the Service, with 90% of respondents satisfied with the service they receive from the Council’s three area offices.
The Regulator inspected WDC’s Housing Management Service in between 23rd November and 4 December 2009, and the resulting award was a Grade C (Fair). The Report highlighted effective leadership, partnership working, high levels of self-awareness and positive member-officer relations as key contributors to service improvements, and shows a marked improvement since the 2003/4 Inspection that awarded the Council’s Housing Service a Grade D (Poor).
In particular, the Housing Service’s Challenge Panel and joint policy and partnership on antisocial behaviour were two areas highlighted as examples of positive practice. The Challenge Panel, chaired by Jim McAloon, Head of Housing and Regeneration was established to scrutinise the Council’s approach to self-assessment against performance standards. The Council was also commended for the quality of information that it provides for its tenants and for its work in supporting vulnerable tenants to maintain their tenancies.
The report states: “Following our interim inspection in November 2008 the Council has fully focused on improvement and the leadership has increased the pace of its service improvements. The Council has made good progress with developing a culture of improvement within the housing service and now has a high level of self-awareness of its strengths and weaknesses.”
Main strengths identified in the report were:
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Neighbourhoods are generally in good condition
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The Council is improving the time it takes to process applications and reducing the number of applicants it suspends
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The Council works well to sustain tenancies
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There is a good strategic approach to managing antisocial behaviour
The Regulator also made some key recommendations on aspects where the council could build on the foundations already laid, these include:
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Prioritising tenant participation and improving communication with tenants
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Improving the complaints processes
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Improving communications on antisocial behaviour cases
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Continuing to work to reduce rent lost through rent arrears and empty houses.
A Housing Inspection Improvement Plan is being developed to take forward these and other issues and can be viewed here after June 2010
On Housing Allocations, the report stated:
“The Council makes it easy for people to apply for housing and has improved the time it takes to process allocations. The Council’s new (allocations) Policy, which is being implemented from 6th April, is based on housing need and will address the weaknesses we have identified in its approach to allocations.”
On tenant information, the report stated:
“The Council provides a comprehensive range of information to its tenants through its tenants’ handbook, tenant newsletter, a range of new leaflets and through its website. Our Tenant Assessors found the tenants’ handbook to be informative, helpful and easy to read.”
On antisocial behaviour, the report stated:
“The Council has a good working relationship with the Police and its partners. It focuses on intervention and diversion, works with other agencies and has a dedicated diversionary activities officer. It is also involved with Glasgow City Council in a joint initiative to tackle cross boundary gang fighting. Police have informed partners that there has been a 50% reduction in youth disorder in the area compared to the same period last year.”
On neighbourhood management, the report stated:
“The majority of the Council’s estates are in good condition and well managed. Its caretaking services play a key role in ensuring estates are clean and in good condition. Our Tenant Assessors commented favourably on the standard of the Council’s estates they visited.”
Other positive points highlighted in the report:
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92% of new tenants who responded to a Council survey were satisfied with the allocations process.
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The Council has recently improved its target for processing housing applications from 28 days to 14 days. So far this year, the Council has taken an average of 9 days to process applications.
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The Council has a good approach to supporting new and vulnerable tenants to sustain their tenancies and prevent homelessness.
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The Council has made good progress with developing a culture of improvement within the Housing Service and senior managers now ensure they are more visible and accessible.
Councillor William Hendrie, Convener for Housing, Environmental & Economic Development, said: “I am very pleased with the numerous positive comments within the Scottish Housing Regulator’s re-inspection report. The report shows that the Council’s Housing Management Service is moving firmly in the right direction, and suggests that the vast majority of tenants are satisfied with the service they receive from their area housing office.
“However we recognise that there is always room for improvement and we will continue to work towards providing an even better service in years to come. Where weaknesses were identified in the report, such as management of rent arrears, there are already plans in place as to how we will improve these areas of the Service.”
For more information visit the Scottish Housing Regulator website or view the
West Dunbartonshire Re-Inspection Report or
West Dunbartonshire Council's Housing Inspection Improvememnt Plan
