Magazine article Public Finance

'Services Matter Too', Reminds Housing Inspector

Magazine article Public Finance

'Services Matter Too', Reminds Housing Inspector

Article excerpt

Landlords seeking value for money must not lose sight of the need to improve services for tenants, the governments chief housing inspector has said.

Too many social landlords have become obsessed with cutting costs and ignore issues such as quality and performance, Roy Irwin told a conference on housing efficiency last week.

'Service improvement should be part of the day job. It's not something that you do once per year by looking in the rear-view mirror,' he said. 'Being cheap and nasty is unlikely to lead to customer satisfaction.'

Speaking in the week councils submitted their first annual efficiency statements to the Office of the Deputy Prime Minister, Irwin said councils and housing associations could no longer complain about lack of resources.

Councils are being challenged to save 2.5% per year across all services. Instead of looking to outsource, said Irwin, housing departments should use peer review to compare themselves with other parts of the sector.

'The industry is not competitive in terms of learning from one another,' he told the conference in London on April 14. …

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