The findings of the inspection report will help ASRA now to refine the detail and trend analysis in a way that takes account of inspection findings. Albeit the further work on increasing the level of detail and trend analysis has been delayed with the knowledge and approval of the Board. The Continuous Improvement Plan identifies some targets for improved performance. ASRA however needs to develop a bank of baseline data in order to measure its performance against a number of these. For example, one of the targets for the Voids and Allocations review is to improve satisfaction with lettings. visit website to learn more : Cctv54 fixed price conveyancing brisbane
However there is no record of current satisfaction with lettings therefore the success of the review in this area is not measurable. Similarly, the review of Rent Collection and Arrears Management identifies co-ordination of action to allow for vulnerable tenants to sustain tenancies as a desired target. The association however, does not currently have information on the vulnerability of its tenants, outside of sheltered housing schemes, or how this is affecting the sustainability of tenancies.
There is evidence to suggest that following the review of arrears, performance is improving as a result of changes introduced. Performance in other key areas such as the time vacant properties are empty and response rates to urgent and routine repairs are however poor. ASRA has stated it is committed to achieving continuous improvement albeit it has done so in a fragmented and inconsistent fashion. It has taken what it considers a pragmatic rather than a systematic approach to improving services, given its need to address known deficiencies and given major changes in staffing. Reviews have not been cross cutting.
The association needs to develop a clearly structured approach and methodology to sustain improvement rather than a reaction to poor or declining services; and to strengthen its systems to involve tenants and other stakeholders. In March 2002 as part of its budget setting process ASRA’s Board agreed to increase maintenance expenditure and staffing for the current financial year. ASRA has commissioned a consultant who is currently carrying out a stock condition survey. The survey is covering a 25% sample of all stock, a smaller random sample and 100% of all communal areas.