IDS was judged to be providing a “Good” service overall with continuous raising of standards a priority.
It is believed that IDS is one of only a small number of housing associations to be inspected by the Audit Commission to have received such a high grading.
The Audit Commission found that, despite the majority of IDS’ properties dating from the end of the nineteenth century, they were well-maintained with effective maintenance, repair and re-improvement programmes.
Chief Executive, Paul Westbrook said, “What is particularly unusual and most pleasing about the Audit Commission’s report on IDS is that we were awarded a “Good” grading in both customer service and maintenance. This is a real vote of confidence in the staff and Board reflecting their commitment to the organisation and its tenants. It is fitting that our unsung record of excellent performance has been recognised by the Audit Commission.”
A number of areas, defined by the Audit Commission as “Positive Practice”, were commended. These include the provision of a free decoration service to help elderly and vulnerable tenants decorate their homes. Another area flagged for praise was the welfare fund which is used by tenants in need to cover emergency situations such as the purchase of furniture or essential equipment.
The inspection process involved some 21 person-days on site by a team of five. Focus groups were held with front line staff and maintenance contractors. Meetings were held with local authority partners, tenants forum members, and a variety of staff and tenants. The team visited four of IDS’ estates and a number of other properties to view void, cyclical, major repair and re-improvement works standards.
The following are direct quotes taken from the report and may be attributed to the Lead Inspector, Norman Ewins:
“Great emphasis is placed on high levels of performance and value for money.”
“It is clear from the changes made to procedures and policies leading from the review that the association listened to its tenants and is shaping the service around tenants’ needs and satisfaction.”
“IDS provides a good repairs and maintenance service, a very responsive estate caretaking service, polite and efficient contact with staff, clear and informative written information to tenants and good community buildings and facilities for tenants