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Housing Association apologises for disrepair issues (16 February 2015)

Date: 16/02/2015
Duncan Lewis, Legal News Solicitors, Housing Association apologises for disrepair issues

A housing association which received a stinging regulatory notice from the Housing & Communities Agency (HCA) has apologised to its tenants for disrepair issues.

Social housing publisher Dash24.com reports that Circle Housing has told residents that improving repairs and maintenance in its properties is its “highest priority”.

The HCA found that Circle carried out less than one in five urgent and/or emergency repairs on time and said that Circle Anglia Ltd (CA) – trading under Circle Housing – had failed to meet the Home Standard.

HCA added that, as a result, “there was the potential for serious detriment to CA’s tenants.

HCA – which the social housing sector’s regulator – is reported to be considering whether further action should be taken against Circle Housing “including whether to exercise any of its powers”. The regulator said it only took further action in cases where tenants’ wellbeing was at risk.

The HCA has four consumer standards for social housing – home; tenant involvement and empowerment; tenancy; neighbourhood and community.

An HCA spokesman said:

“Over the past few months the regulator has received a number of referrals from tenants and others about CA’s repairs service...

“…Further information as a consequence of the regulator’s inquiries demonstrated that there were chronic and longstanding difficulties in the delivery of the repairs service to tenants in the London area, covering 13,000 homes (Circle 33 and Old Ford Housing Association).

“In relation to Circle 33’s 8,000 homes over a period of three months, CA reports that less than 20% of urgent and emergency repairs were completed on time – and elsewhere less than 50%.

“Referrals received by the regulator provided extensive evidence that, for over a year, tenants – including vulnerable tenants – had experienced significant difficulties in getting essential repairs done, either on time or at all.”

Circle said that a plan to resolve the outstanding issues had already been introduced. A spokesman added:

“We acknowledge the HCA’s findings and are taking this matter extremely seriously. We apologise unreservedly to those customers who have been affected.

"We had been experiencing difficulties with our new repairs and maintenance contracts and systems in parts of London – and had already invested in and implemented a well-resourced, comprehensive plan.

“This plan is aimed at fully addressing the performance aspects highlighted by the regulator and at bringing our service back up to an acceptable standard.

“This includes working with additional contractors to increase capacity, putting further robust systems and checks in place, calling customers to check that works have been completed and employing external advisors. As a result, we are seeing initial signs of progress.

“We recognise that our improvements have been slower than we would have liked and are still below the standard we want or expect for our customers.

“Improving our service remains our highest priority and we are ensuring that we keep our customers updated on progress. We are continuing to work closely with the HCA in support of their review.”

Duncan Lewis Housing Solicitors

Duncan Lewis is a leading firm of Legal Aid housing solicitors – and can advise public sector housing tenants on a wide range of housing matters, including disrepair of rented property and Local Authority housing.

Duncan Lewis housing solicitors can also advise social housing tenants and private rental tenants on:

• Housing Benefit
• Landlord & Tenant disputes
• Nuisance neighbours
• Unlawful eviction.

For expert legal advice on housing law, call Duncan Lewis housing solicitors on 020 7923 4020.

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