Audit Commission report on Homes for Islington

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p 64 London Borough of Islington - Homes for Islington (ALMO) Sally Daw Temporary Equalities Manager Sandra Graydon Manager Former Tenant Arrears Sean Mclaughlin Assistant Director Needs Simon Kwong Interim Director of Operations (central services) Sophia Lall Resident Liaison Officer Stephen White Resident involvement Manager Steve Sorrill Service Development Manager Stuart Phillips Service Charge Officer Trish Fletcher Housing Service Manager Val Dickenson Manager Housing Investigation Team
Positive practice London Borough of Islington - Homes for Islington (ALMO) p 65 ‘The <strong>Commission</strong> will identify and promote good practice. Every inspection will look for examples of good practice and innovation, and for creative ways to overcome barriers and resistance to change or make better use of resources’. (Seeing is Believing) Voids A void standard was introduced in 2002 but when we inspected we considered it was basic. The standard was revised during 2004 to include items like plumbing for washing machines (where possible) and was implemented in November 2004. Information from satisfaction surveys of new tenants was used to inform the revised standard. Caxton also provides a welcome pack in all ready to let void properties providing essentials such as light bulbs, toilet roll, and tea and coffee for all new tenants. Major works HFI regularly meets with the local planning department and planning user group meetings as planning issues are one of the biggest risks to the major works and Decent Homes programme, because of the high number of conservation areas and listed buildings in the borough. They also worked with constructors to develop sympathetic designs that will meet with planning approval. Kwest carry out a postal resident satisfaction survey on all major work projects within two months of their completion and an annual satisfaction <strong>report</strong> is produced on a project by project basis. The Kwest results are reviewed and analysed and used to inform future projects. Response repairs The repair contractor Caxton, meets regularly with tenant representatives and has provided tenant representatives with pre-programmed mobile phones to enable them to contact the repair contractors customer service manager who has the autonomy to deal with any issue that comes up. HFI has an effective programme in place for installing smoke alarms in their properties that plug into a light socket and have a ten year life without the need for maintenance. Income management HFI has introduced a poster publicity campaign called 'disappearing debtors’. This identifies tenants who have left their tenancies without notice and asks for information about their whereabouts. The campaign is also aimed at deterring tenants from fleeing without paying their arrears or providing notice. Allocations HFI identified tenants who are under occupying property and want to move and have linked them to the council's under-occupancy officer, who liaises directly with the tenant, offering help and financial incentives to encourage a mutually beneficial move. The tenant, as a transfer applicant, also qualifies for additional under-occupancy points under the CBL process.
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Inspection report
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Summary London Borough of Islington
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London Borough of Islington - Homes
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Audit Commission report on Homes for Islington

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