Major Works Customer Care Standards

Lewisham Homes aims to provide you with excellent services, working to standards our residents have helped us to set and monitor.

Before the work starts - We will:

• Consult with you about the work and give you information about what it will involve
• Let you know how long the work will take
• Help you pack your furniture and belongings and store these
• Assess any specific needs you have, for example any disability, so that adaptations can be made to your home if necessary
• Provide you details of your resident liaison officer, who will be able to answer enquiries before and during the work

When we are on site - We will:

• Ensure all staff and contractors provide identification
• Provide a site location where you can contact the project team
• Provide respite facilities so you can escape from the noise and disruption to your home
• Protect your furniture and belongings, using dust sheets etc
• Ensure you are left with drinking water, hot water, heating, electricity and cooking facilities at the end of each day
• Keep you informed of progress

We have more information on specific services available – including:

• Customer care
• Estate Services
• Repairs
• Rent collection
• Anti-social behaviour
• Leasehold services

Getting it right

We aim to provide you with excellent customer service at all times, but if you feel we are not meeting these standards please tell us. If we fail to meet our standards and this causes a problem we will try to rectify this fairly. We will deal positively with your comments and complaints, and of course we welcome compliments from you.