We review our progress against meaningful targets, across all areas of service. Statistics are used to measure our successes and identify areas for improvement, while satisfaction surveys are used to gather information from our residents and help us understand how residents feel about the services that we provide.
View a series of key metrics and their performance, including annual statistics for the past three years and quarterly performance for this financial year on this page.
Annual Report
Our annual report to residents 2020/21 looks at how we faced the challenges of a year dominated by Covid-19 while keeping our residents at the heart of everything.
The report includes highlights of the investments we’re making to improve our residents’ homes, our response to the Fire Safety Act and Building Safety bill, as well as our commitment to working with our residents to improve our services, as part of our Community Engagement Framework.
We also share how we work with local partners to create life enhancing opportunities for our residents.
Read more about our performance in our Annual Report 2020/21.
Proposed Tenant Satisfaction Measures
We are also preparing for the launch of the Tenant Satisfaction Measures (TSMs) from the Regulator of Social Housing and have aligned them to our proposed service standards that we consulted on with residents in November 2021.
Annual complaints report
One of our key ambitions is to deliver an excellent and reliable resident experience. We actively encourage feedback on our services and know that this may sometimes be a complaint. We view all feedback as an opportunity to check what we are doing and put a situation right where we may not have met our service standards. We also use this feedback to help us to learn and improve what we do.
Our Annual Complaints and Enquiries Report provides residents and service users with an overview of how Lewisham Homes have performed from 1 April 2020 to 31 March 2021. This report has been published later than we would like, but the next report covering 1 April 2021 to 31 March 2022 will be available on our website by the end of August 2022. The next report will include much more detail on the actions we are taking to improve in a number of areas, as we recognise, we need to do better.
You can find out more about the complaints policy and how we handle your complaints by visiting our When things go wrong page.
View the Annual complaints report 2020/21