The report explains the need to deliver better star ratings. It sets out the key improvement drivers including culture, leadership, management, and support. It also outlines the features of zero, one, two, and three-star housing organisations. The report gives guidance on how to climb the star ladder. It provides a self-assessment toolkit that can be used to assess where a service is and how it could be improved. The toolkit can be used by managers, groups of staff, and tenant groups to assess service quality.

The Office of the Deputy Prime Minister (now Department for Communities and Local Government) asked the Housing Quality Network to examine how improvements are made and maintained by social housing providers. The aims were to summarise internal and external factors which promote or hinder improvement and to give practical advice to housing authorities.

Focus groups were held within both strong and weak housing providers, a survey of all councils was carried out in conjunction with the Northern Housing Consortium and interviews were held with the Housing Inspectorate, Chartered Institute of Housing and national tenants’ leaders.

The report gives advice on how housing providers can improve their star ratings, based on the evidence gathered.

Office of the Deputy Prime Minister (now Department for Communities and Local Government)
Phone: +44 20 7944 4400
contactus@communities.gov.uk

01/07/2005

Office of the Deputy Prime Minister (now Department for Communities and Local Government)

research

Urban Policy > Housing

Housing management