Neighbourhood investor Plus Dane Group is to face its toughest audit inspection yet – by its own customers.
The Merseyside and Cheshire-based housing association will throw open its doors and books to a group of tenant inspectors, who will scrutinise services and report their findings.
Plus Dane group has agreed to the innovative programme as a way of “plugging the gap” expected to be left by the planned abolition of its two main regulators – the Audit Commission and Tenant Services Authority (TSA) – by the coalition Government.
Customer engagement manager Chad Thompson said: “Although the TSA were moving housing associations towards co-regulation there is a danger that when they are abolished, associations won’t carry this through.
“We think it essential that whatever happens to the regulators, we maintain the very highest standards. Businesses stay strong when they listen to their customers.
“We want to ensure we’re proving what we’re saying and that customers can trust us.”
One of the inspectors, Betty Craddock, 62, of Congleton, said: “I have had no reason to complain about Plus Dane’s services in the past but a project like this will ensure there is no deterioration in the future.
"It’s important our voices are heard and that Plus Dane hears from tenants what it is doing right and doing wrong.”
Another, Yvonne Smith, 41, of Pinehurst, Liverpool, said: “Tenants expect the highest of standards and there cannot be any holes in the services it provides. It is vital that if tenants pull up something that it is acted upon.”
Tenants will check national standards are being maintained and recommend changes and improvements. Before the inspections begin, the first is scheduled for November, a group of 20 will be given training on how to inspect and report.
Part of the inspection process will be done covertly, with tenants acting as “mystery shoppers” to test out the association’s performance.
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