The south Wales-based Association’s approach to continuous improvement showed ‘weakness in processes and performance’. Inspectors found that the Association had an informal and inconsistent approach to obtaining services from other members of the Hendre group; did not have effective arrangements to ensure that it met its strategic objectives; did not have good arrangements in place to ensure that it understood and was improving its performance; and needed to improve the way it reviewed the quality of its services and to put in place arrangements to ensure that services improved in future.

The Association demonstrated good practice in a number of service areas. Examples included publishing a leaflet listing all of its published leaflets to ensure tenants were aware of the full range of information being provided. It also used information on tenants and local communities to decide on priorities for action under its community investment strategy, and to assess how successful its approach was.  The Association had also obtained funding for community development apprenticeships, and a number of former apprentices had gained permanent employment with the Association.

The report makes a number of recommendations to promote further improvement including:

• ensuring that effective quality control and contractor management arrangements are in place for the Association’s responsive repairs service;
• reducing the number of outstanding gas services and ensuring that arrangements are in place for repairs appointments;
• ensuring that the Association has the information needed to tailor its services to meet the needs of tenants with support needs;
• clarifying the responsibilities of the Board, directors, senior management team and managers; and
• putting in place effective arrangements to deal with risk.

Jeremy Colman, Auditor General for Wales, said today:

‘The quality of services being provided by Hafod Housing Association is mixed, with some aspects of service being of good or better quality, whilst others need much improvement.
To help secure overall improvements in service quality, the Association also needs to develop its approach to managing and improving its performance.’

Notes to Editors

• This inspection took place in September 2008. At the time of the inspection, the Association managed 3,926 homes, most of which are in South East Wales.
• Hafod Housing Association was established in 1968, and is a member of the Hendre Group.
• The Welsh Assembly Government has appointed the Wales Audit Office to carry out the inspection of housing associations in Wales. Inspection is carried out under the Local Government Act 1998, as amended by the Public Audit (Wales) Act 2004.
• The specific questions about each aspect the inspection covers are set out in the latest version of the Assembly Regulatory Code for Housing Associations in Wales. This can be found by clicking on the following link: http://new.wales.gov.uk/topics/housingandcommunity/housing/publications/
  regulatorycodehas;jsessionid=9B45EEEB797A798A2F70307FCF99609A.www1?lang=en
• The Wales Audit Office is independent of government and is responsible for the annual audit of some £20 billion of annual public expenditure.
• The Wales Audit Office was created in April 2005 through the Public Audit (Wales) Act, 2004, which expanded the functions of the Auditor General for Wales and enabled the transfer of staffs from the Audit Commission in Wales and National Audit Office in Wales to his employment.