The recent short-notice inspection of PCHA by the Tenant Services Authority (TSA) has provided us with a very helpful platform for improvement. It offers an insight into some of the key issues you are facing in accessing our services, as well as recognising areas in which we were performing well. The inspection has led to the following changes:

• the translation page on the PCHA website has been updated to reflect our community languages

• audits have been completed on all ASB case files and mid-case reviews are scheduled in quarterly - this means that those of you with outstanding ASB cases should already have been contacted to help sort out the problem

• diversity priorities have been added into PCHA's new Business Plan - this means that one of our key measurements in the coming year is whether all of our residents are equally happy with the services they receive

• we now have a wider range of ASB monitoring tools, including sound monitoring equipment and camcorders - these are already helping us obtain more injunctions against perpetrators of ASB

• some 80% of people who responded to our survey on estimated Service Charges for 2010/11 felt that the consultation this year was the same or better than last year

• we have redesigned our Housing Management Department to provide you with a single point of contact. The new frontline officers are responsible for all aspects of housing management, including ASB and service charges. The average patch size for frontline officers has been cut from over 1000 properties to around 400

• we have installed an ASB case management system, which provides us with up-to-date reports on the progress of all ASB cases

For more information

The TSA audit found that we have 'promising prospects for improvement'. This reflects the commitment everyone at PCHA has made to getting things right for you. For an update against our inspection, please read our Inspection action plan (pdf, 62.6Kb).

For any comments regarding our efforts, contact us on 020 8451 8000 or email info@pcha.org.uk