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Milton Keynes Council Internal Audit Milton Keynes Council www.milton-keynes.gov.uk/internal-audit MOVING IN MOVING OUT Internal Audit – Final Report MKC INTERNAL AUDIT SERVICE MOVING IN MOVING OUT (EMPTY HOMES) EXECUTIVE SUMMARY AUDIT AREA An audit of Moving In Moving Out (Empty Homes) has been carried out in accordance with the annual audit plan. AUDIT OPINION Satisfactory - Controls are considered adequate with some areas of weakness that are not major risk areas. In addition the process may not be demonstrating Best Value for Money. AUDIT REPORT – E137/11 1 MAY 2011 MKC INTERNAL AUDIT SERVICE MOVING IN MOVING OUT (EMPTY HOMES) 1 AUDIT CONCLUSIONS 1.1 The empty homes process is generally operated very well. Staff, particularly management have a high level of focus and there is a passion to remove waste from the system at every opportunity using a continuous improvement approach. On the whole it is considered that the way that different parts of the Council, Mouchel, MITIE and Wheldons work together is to be commended. 1.2 The process as it appears today is far leaner than observed in previous audits reflecting the willingness to continually try different approaches to secure improvement. However there are some further smaller opportunities to squeeze out more waste and a more strategic rather than operational view point may assist with this. 1.3 A frustration which appears to be experienced by all contributors is the disturbance to the smooth flow created by the necessity to undertake asbestos surveys. The Council’s Asbestos Management Plan requires that every empty home must have an asbestos survey completed to comply with legislation. 1.4 The frustration is further compounded in that there is no dedicated asbestos contractor for the Council and there is therefore limited control over the timing and receipt of surveys. This delays the eventual re-letting of properties and costs the Council more. 1.5 Currently therefore the situation is in a state flux with a new asbestos survey contract to be negotiated and additional resource to be allocated to enable surveys to be keyed into an asbestos database (Keystone). It is acknowledged therefore that the empty homes landscape will have a different feel to it over the course of the next six months. 1.6 There are some findings which have suggested that there is a lack of control over the costs (particularly labour) for individual jobs and there is potentially some inefficiency inbuilt into the labour element of the contract with MITIE. Therefore greater oversight of this element is required by the Council/Mouchel. 1.7 The audit also concludes that a great deal of resource is allocated to refurbishing empty homes as a result of tenant neglect/damage. Arguably this aspect is more attuned to the management of tenancies than the empty homes process however there was sufficient evidence from sampling to indicate that this is a major area where costs could be reduced if a degree of focus is brought to bear or, in the event that this is unsuccessful, an attempt is made to charge the costs back to the tenant. It is acknowledged that this finding is already recognised by the Housing service which is currently restructuring to enable a greater focus to be brought to bear on reducing costs. Nevertheless this point along with 1.6 above means that best value for money may not be achieved at the present time and significant savings could be achieved. AUDIT REPORT – E137/11 2 MAY 2011 MKC INTERNAL AUDIT SERVICE MOVING IN MOVING OUT (EMPTY HOMES) 2 THE FUTURE 2.1 All recommendations are in the Management Action Plan (Page 13). Detailed findings from the audit are reported within the Main Report in Section 5. 2.2 Implement a control to ensure that surveyors have an opportunity to compare labour used on individual jobs to the original works specification brief. 2.3 Engage all officers and partners who contribute to the empty homes process to review how tenancies can be managed more effectively with the aim of empowering and supporting tenants to treat their properties more responsibly. 2.4 Refresh and implement the recharges policy. AUDIT REPORT – E137/11 3 MAY 2011 MKC INTERNAL AUDIT SERVICE MOVING IN MOVING OUT (EMPTY HOMES) MAIN REPORT 3 BACKGROUND INFORMATION 3.1 The rented housing sector within Milton Keynes comprises properties provided by private landlords, registered providers (RPs) and housing provided by the Council. This report’s primary focus is on properties provided by the Council although it is acknowledged that Housing officers do offer appropriate properties from the RP pool under a choice based system to individuals in need. 3.2 The Council’s current housing stock is approximately 11,500 properties with tenants holding either an introductory tenancy (first year of occupation) or a secure tenancy as evidence of their right to occupy council property. Secure tenancies allow the tenant to undertake minor alterations/amendments subject to council approval. 3.3 The maintenance of council properties is undertaken by Building Services which is part of Mouchel Business Services (Mouchel). Routine repairs and refurbishments (including empty homes) are undertaken by MITIE Property Services (UK) Ltd (MITIE) with Wheldon Contracts and Services Ltd (Wheldons) being responsible for work on any gas heating systems. The contracts between the Council and these two companies are managed by Mouchel. 3.4 Approximately 950 to 1,100 properties a year become empty as a result of either tenants or, on occasions, the Council ending the tenancy agreements. The aim of the empty homes process is to enable these properties to be re-let as quickly as possible by undertaking health and safety, gas and electric checks, making good any defects in the property and ensuring that they conform to a minimum lettable standard. As part of this process housing officers, surveyors and contractors visit the outgoing tenant as soon as a notice to quit has been given in order to assess the state of the property and authorise repairs. 3.5 In addition it is current policy that every empty home must have an asbestos survey undertaken on it. This is to populate the Council’s asbestos database and to comply with the Health and Safety at Work Regulations, the Defective Premises Act 1974 and the Control of Asbestos Regulations 2006. 3.6 Whilst properties are in an un-let state the Council is losing both rental and council tax income plus there is an additional cost in respect of having to accommodate some homeless individuals and families in more expensive bed and breakfast accommodation. In addition prospective tenants probably have a poorer experience of finding a home. AUDIT REPORT – E137/11 4 MAY 2011 MKC INTERNAL AUDIT SERVICE MOVING IN MOVING OUT (EMPTY HOMES) 3.7 As the Council’s Minimum Lettable Standard requires health and safety checks in respect of electricity and gas every empty home will therefore incur some expenditure. In practice however, either as a result of degradation over time or tenant neglect most properties require substantially greater expenditure to repair and clean them prior to re-letting. In the current year approximately £2.4M of expenditure will be incurred in respect of repairs and refurbishment work undertaken by MITIE i.e. an average of approximately £2.55K per property. As a result of the way their management information is provided it is not possible to obtain a reliable figure in respect of gas repairs and refurbishments on empty homes undertaken by Wheldons without a more detailed interrogation of their finance system, however the overall costs are estimated to be approximately £240K p.a. (£252 per property). 4 AUDIT AREAS AND AUDIT SCORE a) There is an effective process which minimises the period between tenancies. (Process) b) Refurbishments are appropriate. (Refurbishments) c) Expenditure is controlled and the standard of work is monitored. (Expenditure) d) Risks are identified and managed (Risk Management) Key: 1 = Poor, 3 = Good AUDIT REPORT – E137/11 5 MAY 2011 MKC INTERNAL AUDIT SERVICE MOVING IN MOVING OUT (EMPTY HOMES) 5 DETAILED FINDINGS 5.1 Process Basis of Audit Work Discussions were held with representatives of all parts of the Council, Mouchel and MITIE who were involved in the empty homes process. From this the process was mapped. Thirty randomly selected properties were sampled and key milestones reviewed. In addition the opportunity was taken to accompany and observe housing officers and surveyors on their visits to departing tenants prior to the end of the tenancy (pre term inspection). Following completion of refurbishment work surveyors and MITIE supervisors were also accompanied to view the completed work (post inspection). What was found to be done well. • There is a joined up process with all parties clear of their own responsibilities and the contribution that they make. All officers had a good knowledge of the ‘’common goal’’ and there is a continuous improvement ethos with everyone demonstrating a keenness to drive waste out of the process. • Officers demonstrated politeness and empathy when dealing with tenants particularly those who were more vulnerable. In addition the lettings team were conscientious in their efforts to ensure that new tenants were offered properties which were right for them, taking account of both their needs and the neighbourhood into which they were potentially being placed. • Generally speaking the process works well. In particular: o Visibility on Northgate was occurring the same day that the tenant gave notice to quit. This enabled the surveyors and the property lettings team to commence their own part of the process immediately notice was given by an outgoing tenant. o Pre term inspections were held on the majority of properties and the only occasions they did not occur was when out-going tenants refused to cooperate.
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