Repairs Services Customer Care Standards

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

We report the results of our monitoring to the Lewisham Homes Board and publish performance information on our website and in newsletters.

You can report repairs to us:

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

Out of hours – for emergency repairs (weekdays 5pm-8am, weekends and Bank Holidays).

Reporting repairs – we will:

• Offer a range of appointment times between 8am and 5pm Monday-Friday
• Provide a job number and completion date to all those that report a repair
• Provide you with a safety password that helps you identify our operative if you request it

Completing repairs – we will:

• Complete repairs within our published timescales
• We will show our ID when we visit and explain what work we are going to do and how long this will take
• When we first visit you we will advise you how long the repair will take. If we are unable to complete the repair on the first visit we will book a further visit from within your property and advise you when this will be.
• Call you if we are unable to gain access. If we are still unable to contact you, we will leave a card advising you of who you can contact to rearrange the appointment.
• Leave your home clean and tidy.

Gas safety – we will:

• Write to let you know when we are coming at least 10 working days in advance and remind you 5 days in advance.
• Service all gas appliances, we are responsible for, every year.

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:

• Advise you of improvements you can make to your home and additional information you may need to provide before work can commence
• Provide details on how to claim compensation if we have failed to respond, or complete work within agreed timescales
• Undertake a survey to see how satisfied you are with our repairs service

We have more information on other services available – including:

• Customer Care
• Estate Services
• 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.