Stockport's biggest landlord has been told to improve after councillors shared 'grave concerns' about how it manages the borough's social housing.

Stockport Homes runs more than 12,000 properties, including the council's housing stock and 22 high rise blocks.

Councillors say large numbers of residents are facing major problems with their homes and are losing trust in the landlord.

The Local Democracy Reporting Service has spoken to residents who claim repairs have taken months or even years to fix, and that they do not feel listened to when reporting problems to Stockport Homes.

Stockport Homes has always maintained that it has teams out around its accommodation to resolve repairs and complaints, with a commitment to working with tenants and councillors.

An independent review was launched last year looking at whether the firm should be brought back under control of the council.

The report by Deloitte found that Stockport Homes is a 'high performing' organisation, with a suggestion of keeping the existing model of operation as an arm's length management organisation (ALMO).

(Image - Nub News)

But it highlighted a perceived culture of 'defensiveness' and a 'lack of accountability' at Stockport Homes when dealing with concerns raised by councillors.

It also revealed a 'lack of timely communication during repairs and complaints' which has created 'significant anxiety and uncertainty for tenants' and contributed to 'eroding trust.'

It went on to reveal that councillors felt they had to step in to help residents with complaints, and that when they did contact Stockport Homes they felt their input was 'not welcomed' by the firm.

Stockport Homes' tenant satisfaction surveys were also questioned during the review.

It found that Stockport Homes favoured face-to-face data collection about tenant happiness, which has been found to offer 'significantly better responses' than other methods such as surveys that can be completed online.

The review put forward 21 recommendations to be made, including regular analysis of housing conditions and complaints, creating clear ways for councillors to get responses from Stockport Homes staff relating to casework, and agreeing actions for improvements in areas with the lowest rates of tenant satisfaction.

Edgeley councillor Matt Wynne said there are 'grave concerns' around accountability and overall strategic oversight at the organisation.

Councillors shared their concerns (Image - Nub News)

Cllr Aron Thornley called for better representation of tenants within the company after contact from residents saying 'this is not good enough'.

"The only reason members have got involved is because they had so many emails and people screaming down their doors because they're very unhappy about the condition of their housing," he added.

Cllr David Meller said: "We've got the figures that show Stockport Homes is a high performing organisation and I'll take those at face value to a degree, but we have also got a significant number of residents and members who feel the opposite at the moment.

"The report does outline issues around data collection methods and that needs to be considered to ensure it is robust.

"We are at a critical junction where we have had the review, we've got a decent set of recommendations, but we are at a point where trust needs to be rebuilt and it needs to be done pretty quickly I would say."

Helen McHale, chief executive at Stockport Homes, said the review 'offers a road map' forward for the firm to make the improvements suggested.

She added: "Stockport Homes will work with whatever governance the council put in place, and it has done over the years.

"A big thing that we would like to see if a focus on the problem areas, and I think they related to neighbourhoods where there wasn't always the data, our own customer committee has already been asking for a lot of data in neighbourhoods which we weren't then able to collect, but we are better now."

A spokesperson from the company said: "As with any review, it highlights areas for improvement, and we know there is more to do – including doing more to ensure customers' voices are heard at every level.

"We're committed to working closely with Stockport council and members to address these areas following the discussion of the report at the council's scrutiny meeting on February 3 and cabinet meeting on February 4."

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