Customer Services
Inspection by Audit Commission 2010
Old Ford letter to residents (137 KB) Audit Commission letter to residents (31 KB)
What is an inspection?
The aim of the inspection is to assess how the organisation is doing in delivering services and to identify where to concentrate improvement actions.
The inspection, which was at only a week's notice in early January, focused on the outcomes for residents and works on the basis that Old Ford will concentrate on improving services rather than preparing for an inspection, which could happen at any time. In particular the focus of the inspection was on:
- stock investment (major works and Parkside Decent Homes programme)
- responsive repairs
- gas safety
In addition the inspection looks at three service which cut across the association:
- what customer think about how easy it is to access services and how customer care is delivered
- how Old Ford takes account of resident’s individual needs
- how Old Ford makes sure residents receive a value for money service
Inspectors collect evidence before and during the inspection by:
- carrying out mystery shopping, for example visiting the offices, making phone calls and looking at the web-site
- looking at published performance information
- reviewing information presented to the Boards including resident board members
- speaking with residents about their own experiences
- interviewing staff at all levels of the organisation
Once they’ve collected their information the inspectors make an assessment of how well the organisation is performing. This what they call judgement 1 – how good is the service. View the inspection results >
The results are used to help decide on the improvements we need to take to deliver an even better service to you. View our draft action plan >
We are very keen to hear what residents think about our improvement plans. Feedback on our action plan online >
