Wales Audit Office Inspection October 2007

The Welsh Assembly Government has appointed the Wales Audit Office to carry out the inspection of housing associations in Wales. The inspection of Cantref took place in October 2007 when Cantref’s landlord services were measured against the Welsh Assembly Government’s Regulatory Code.

Here is our response to the report

When the Wales Audit Office inspected Cymdeithas Tai Cantref in October 2007 we managed over 1,300 properties located in Rural West Wales, covering Ceredigion, North Pembrokeshire, North Carmarthenshire and part of Powys. There were 75 staff in two offices based in Aberystwyth and Newcastle Emlyn.

The Wales Audit Office presented their feedback of the inspection to Cantref and some of the issues relating to management and governance were acknowledged by the Board and staff of Cantref. However, Cantref does not agree with many of the findings relating to tenant services. Independent evidence such as an excellent Tenant Satisfaction Survey which showed a 85% satisfaction level, a TPAS Cymru Tenant Participation Award and UK commendations from the Chartered Institute of Housing and Hafal for our Supporting People services, show to the contrary. The Wales Audit Office contends that Cantref did not have the capacity to improve its services and secure continuous improvement. This has been disproved by the scale of change and achievements that have taken place since the report.

However, the Wales Audit Office report has proven to be a catalyst for change. Pulling together and using the full potential of our staff, we have clearly demonstrated that we have the capability and capacity to improve our services. Through collaboration with our tenants, key partners and staff, the Board of Management have developed a 5 year Business Plan to lead Cantref in a sound, articulate, strategic direction. Tenant consultation has informed the staff re-structure concentrating wholly on service delivery to tenants by building new area teams. Priorities have been identified and individual staff targets are aligned to the business objectives. This has been exemplified in our approach to tenant participation, void management and rent collection.

The way Cantref has been governed has been thoroughly examined. As uncomfortable as this has been all those involved believe changes were necessary and are improving Cantref. Through an open process, staff have accepted voluntary redundancies, whilst others have applied successfully for jobs within the new structure. This has resulted in effective improvements to the business and provided efficiencies within Cantref. The Welsh Assembly Government and Local Authorities are monitoring our progress and remain fully supportive of the organisation.

Cantref is in a much stronger position now than it was in October 2007 when the inspection took place. Our tenants are at the heart of everything we do and delivering the best possible service is important to our business. Since this inspection took place nearly a year ago, Cantref has changed and is not the same organisation it was. We are clear in our aims to preserve the ethos of rural housing within the bilingual communities in which we operate. We would like to thank our staff for their ongoing dedication and commitment. Now Cantref will concentrate on delivering the high quality services which are expected of us and which our tenants deserve.

You can access the Wales Audit Office summary report here.