Our Service Standards
We aim to provide excellent services to our customers and we have worked with residents to set and monitor a range of service standards that we are committed to delivering. Service standards are the promises we make regarding the level and quality of services we provide.
New service standards commencing in April 2011 were agreed in consultation with residents through resident improvement groups, focus groups and the joint area panel.
A standard is something that can be used to judge whether performance is up to the level promised and therefore must be measurable in some way. Performance against the service standards will be reported for each quarter of the year (April - June, July-Sept, Oct- Dec and Jan-Mar) on the website and in each edition of Home magazine.
Residents felt there are approaches they wanted Lewisham Homes to commit to even if they were not measurable. These have been included but are described as ‘service promises’ rather than standards.
Involvement StandardsAs part of our commitment to deliver great housing services for thriving neighbourhoods, we have standards for involvement.
ASB Customer Care StandardsLewisham Homes is committed to ensuring that all residents enjoy their right to peace and security in and around their homes.
Estate Services Customer Care StandardsLewisham Homes Caretakers and Estate Services maintain and clean communal areas (shared) on our estates. Our aim is for Lewisham residents to live in safe and clean surroundings.
Gas and Repairs Services Customer Care StandardsGenerally, any job that falls within the Right to Repair criteria should be completed on the first visit. These kinds of jobs include unblocking kitchen sinks or sanitary units, leaking taps and pipes, faulty lights or sockets and leaking roofs.
Leasehold Customer Service StandardsLewisham Homes aims to provide you with excellent services, working to standards our residents have helped us to set and monitor. This page outlines the Customer Service Standards you can expect as a leaseholder.
Rent Customer Care StandardsLewisham Homes collects rent on behalf of Lewisham Council. Your rent is used to fund many of the services we provide.
