Airways Housing Society owns and manages more than 3,700 general needs and leaseholder homes in West London and the Thames Valley area.
- The strong target orientated and performance culture
- The positive and well motivated staff
- Stock was generally in good condition
To help Airways Housing Society in their work to improve services the inspection team made recommendations, some of which are below:
- Develop an effective resident participation strategy
- Achieve a better balance between achieving quantitative performance/targets and delivering quality/sensitivity in services to customers
- Provide housing benefit and welfare benefit training to appropriate staff
The inspection team assessed the association as having weakness in process and performance in working towards continuous improvement.
Principal inspector Ray Barker said: 'Whilst there was evidence that some one off improvements have been made, there is failure to consult and involve residents in developing services and driving continuous improvement. The arrangements for resident involvement are poor and this is reflected in low resident satisfaction rates'.