Access to your home

To carry out work in your home our contractors need to gain access to your property. Some tenants have reported that they were left a card saying an operative had called, but dispute whether the operative actually attempted to gain access to their property.

To ensure our service is the best it can be we have introduced a procedure to check accessibility via phone.

Operatives have been instructed to telephone our offices if they arrive at a property and cannot gain access. Lewisham Homes will then attempt to contact the tenant and let our operative into their property. It is important that we have your current contact details to do this. If there is no answer to the call we will then instruct the operative to leave a card at the property and note this on our system.

Our office staff will check our system every 20-30 minutes to identify any jobs sent back from operatives who have not asked for our assistance in gaining access. If these jobs are found we will telephone the tenant to see if they are at home and if not, note it on our system. If the tenant is at home we will send the operative back to the property and note this on our system.

We will be running regular reports to identify which operatives are sending back jobs for no access without first contacting the office and taking steps to ensure they follow the correct procedure.

This procedure is aimed to ensure there are no missed appointments for our customers.