EQC: Canterbury Home Repair Programme – follow-up audit
Release: Controller and Auditor-General
Earthquake Commission: Managing the Canterbury Home Repair Programme – follow-up audit
The Auditor-General has published her report Earthquake Commission: Managing the Canterbury Home Repair Programme – follow-up audit. This report looks at EQC’s progress in addressing the recommendations we made inour 2013 report about how it manages the Canterbury Home Repair Programme (the programme).
We found that EQC has made improvements in some areas since our 2013 report. It has done this in circumstances that have continued to be challenging and complex both for EQC and homeowners.
EQC has continued to manage some things well. These include the management of actual repair costs, the management of health and safety, securing reinsurance, and high levels of surveyed customer satisfaction with the quality of repairs immediately on completion of the repairs.
Despite the improvements made, EQC could still learn better from complaints and improve its customer focus and interactions.
Although the programme is nearing completion, EQC needs to provide the best service possible for the home owners whose homes are still to be repaired. EQC has started to identify lessons for the future from its management of the home repair programme. These include better planning, working more with other organisations who work with people, and better communications.