Satisfaction survey

In March 2010 we asked the National Housing Federation to carry out a survey of more than 1000 residents on our behalf. The results show that you are seeing results from the improvements we’ve been working on.

• Overall residents are increasingly satisfied with our services – 12 out of 15 key areas showed increased satisfaction compared with 2008
• 80% are satisfied with their neighbourhood as a place to live
• 76% find our staff helpful – an increase of 12%, with the ease of contacting the right person up 15% since 2008
• Three-quarters of residents feel they get good value for money for their rent
• 74% feel that Lewisham Homes keeps them informed, this is 8% up since 2008 and is the third best result for 13 London Arms Length Management Organisations (ALMOs).
• Satisfaction with Repairs Services has fallen from 64% to 62%.
• You feel more involved in our service and that your views are taken into account – we are just 2% below the best performing London ALMOs.

Residents told us they would like to see comparisons with similar organisations to help understand Lewisham Homes performance. Our results below are compared to 13 other London Arms Length Management Organisations in our peer group. Of those, 11 of have two or three star ratings from the Audit Commission. When compared with the 13 other London ALMOs included in this exercise we achieve above average scores for four of the key indicators. We achieved the joint highest rating of the peer group in value for money; and the highest satisfaction with neighbourhood with a score 10% above average.