TIAA audits conducted in 2017/18
|Responsive Maintenance||Spring 2017||Follow Up|
|Rent Collection and Arrears||Spring 2017||Reasonable|
|Care & Repair Handyperson Review||Summer 2017||Limited|
|Anti Social Behaviour||Summer 2017||Substantial|
|Anti-Fraud Cyber Crime||Summer 2017||Substantial|
|Operational Risk Checking||Autumn 2017||Substantial|
|ICT Internet/Email/Social Media||Winter 2018||Substantial|
|Planned and Cyclical Maintenance||Winter 2018||Substantial|
|Gas Safety||Autumn 2017||Substantial|
|Key Financial Controls||Spring 2018||Substantial|
It is pleasing to note that of the ten full audits completed during the year, seven received a substantial assurance. The Care & Repair in Powys Handyperson audit received a limited assurance. This is the first time that the Care & Repair service has been audited, however, the actions have now been completed. The Responsive Maintenance Audit was a follow-up audit at the request of the Audit & Scrutiny Committee and was not awarded an assurance assessment as part of the review. The Committee was reassured of the service being provided as a result of the follow-up audit.
The Welsh Government Housing Regulation Team introduced a new set of ten Performance Standards at the beginning of the 2017/18 year. Mid-Wales Housing has adopted these, reporting quarterly to Board Members and on the Association’s website. The Annual Compliance Report is signed off by the Board of Management and is considered by the Welsh Government Housing Regulation Team to form the Annual Regulatory Judgement.
The first Compliance Report was completed in 2017 and the judgement report is based upon the Association’s own evaluation of its compliance with the Performance Standards together with regulatory intelligence gained through on-going, co-regulatory, relationship management between the Regulator and the Association.
We were pleased to receive a standard assessment for all categories with no further actions identified.
Annual tenants survey 2017
Each year we conduct a Tenant Survey and always include the following series of questions as part of the survey. These questions provide feedback on tenants’ perceptions of the service provided as opposed to their experience of it. The chart below illustrates levels of satisfaction with various areas of the business. It is pleasing to note an increase in satisfaction levels with the quality of tenants’ homes, rent in terms of providing value for money and the reactive repairs service. Employees are working with tenants to establish why there has been a drop in the satisfaction levels in relation to “listening to views and acting upon them”. It must be noted that when the questions are benchmarked with other organisations that Mid-Wales Housing Association remains in the top quartile for all areas.
|Tenant Satisfaction Survey Feedback||2017||2016||2015|
|1. Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by Mid-Wales Housing Association?||92%||93%||84%|
|2. How satisfied or dissatisfied are you with the overall quality of your home?||88%||87%||79%|
|3. Thinking about your neighbourhood. How satisfied or dissatisfied are you with your neighbourhood as a place to live?||91%||87%||84%|
|4. How satisfied or dissatisfied are you that your rent provides value for money?||91%||89%||82%|
|5. How satisfied or dissatisfied are you that your service charges provide value for money?||71%||76%||64%|
|6. Generally, how satisfied or dissatisfied are you with the way Mid-Wales Housing Association deals with repairs and maintenance?||87%||82%||82%|
|7. How satisfied or dissatisfied are you that Mid-Wales Housing listens to your views and acts upon them?||80%||85%||67%|
When asked about the service they received, tenants said:
“The best housing association out there, bend over backwards to help you in any way they can.”
“Very happy with everything that Mid-Wales Housing do. I think the staff are very polite and helpful too. I tell my family and friends to go with Mid-Wales Housing because they are great.”
“Superb landlords. Feel very privileged to live in my home and have Mid-Wales Housing as landlord. Workmen always respectful and gardeners also.”