Customer Services
Inspection results
The full and final inspection report is available from the Audit Commission's web-site - Audit Commission - Old Ford Inspection report June 2010 and here 
Old Ford Final Inspection Report (230 KB)
View Old Ford's Detailed Final Action Plan With Updates 20100930 (255 KB).
Summary of results
| Category | Result |
|---|---|
Stock investment | Strengths considerably outweigh weaknesses |
Gas safety | Strengths outweigh weaknesses |
Diversity | Strengths and weaknesses are in balance |
Value for money | Strengths and weaknesses are in balance |
Access and customer care | Weaknesses outweigh strengths |
Responsive repairs | Weaknesses outweigh strengths |
Old Ford’s Managing Director, June Morton, said: “We were pleased to hear Old Ford had been selected for a short notice inspection as this gave us a chance to show the progress we have made in the last couple of years. I was delighted to hear from the inspectors that they consider Old Ford has promising prospects for continued improvement; we too think there is more we can do and we are we are confident of delivering even better outcomes for residents"
June went on to explain that "It is particularly pleasing to get such a positive result for stock investment and gas safety as we know these are among residents top priorities. During the first five years of the Parkside transfer we will be spending £55millions on home and estate improvements. And at Orchard Village we are investing over £60millions in a major development programme where we are developing over 550 new homes.
This inspection confirmed that we are making really good progress. The inspectors recognised that more residents are happy with the services on offer compared with two years ago. Resident satisfaction with their last repair is above target at 90%.
Inspectors also commented that residents are clearly involved in shaping services and are presented with a wide choice of ways to become involved, for example in the selection of contractors for repairs and maintenance. This is not least in evidence through the resident repairs scrutiny panel which has been involved in setting the new priorities for the works programme.
The inspectors found that the gas safety service is an area of strength. Since the inspection performance has been 100% for seven successive monthsfor compliance with gas safety certification. Our approach to service deliver is good and improving. We offer appointments at times to meet customers’ needs including evenings and weekends and for repairs that we provide two-hour time slots of appointments. Call handing has continued to improve and now shows consistent better than target performance at 95% of calls answered; and there is a much shorter waiting time for repairs calls to, averaging as little as 9 seconds at less busy times such as late afternoon.
Overall, the inspection was a positive experience. We have delivered a significant proportion of our action plan but will not rest there. Staff and residents are working closely together to estabish the plan of improvement actions that take us well beyond those established following the inspection."
