Rent Customer Care Standards

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

You can report rent issues to us:

• At our offices
• By letter
• By email
• On our website
• By phone

Rent services we provide

We will provide a variety of payment methods including:

• Direct debit and Standing order
• Over the Phone
• Through the Internet
• At Lewisham Town Hall
• Post Offices, and stores that display the Paypoint sign

Where you require assistance - we will:

• Carry out a welfare benefit check
• Refer you to agencies that can provide financial advice
• Contact you by telephone or undertake home visits at your request

We will:

• Ensure payments appear on your account within 3 working days (except cheques which will appear on your account within 10 working days).
• Send a payment card out within 5 working days of your request
• Contact you to advise you of the amount you owe and any action to be taken
• Help you to reduce your arrears by negotiating practical repayment terms

Information

We will keep you informed about services, improvements and performance information through newsletters, leaflets, texts and letters as well as our website.

In particular we will

• Provide you with a rent statement four times a year detailing charges, payments and the balance
• Inform you of changes to rent and service charges at least 28 days in advance of the change
• Include a named contact officer on all correspondence

We have more information on specific services available – including:

• Customer care
• Repairs
• Rent collection
• Leasehold services
• Anti social Behaviour
• Major repairs

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.