We review our progress against meaningful targets, across all areas of service. Statistics are used to measure our successes and identify areas for improvement, whilst satisfaction surveys are used to gather information from our residents.
Performance Standards
We report our performance to the Board, Lewisham Council and residents on Resident Engagement Panels. We also provide updates in Home, our twice-yearly residents’ magazine. Below we list three areas that we monitor closely to ensure they meet the standards.
| Service Area | Service Standard | Performance Indicator | Score against target, April to Sept 2020 |
|---|---|---|---|
| Complaints | We will provide a simple and accessible complaints service that ensures complaints are resolved at the first point of contact, politely and fairly. | We will aim to respond to at least 95% of Stage 1 complaints in 8 working days and 90% of Stage 2 in 15 days. | 95% |
| Customer Service | Our staff will be helpful, inclusive and respectful, treating residents with empathy. | 85% of residents to be satisfied that Lewisham Homes staff are friendly and approachable. | 78% |
| Customer Access | We will strive to provide you with a range of options to access services and ensure we respond to your service requests promptly | We aim to answer 90% of all calls in under 2 minutes. | 71% |
| “ | “ | We will respond to emails or letters you send to us as soon as possible, acknowledging your correspondence within 2 working days and providing a full response within 8 working days. | Not currently measurable |
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.
Satisfaction surveys
Lewisham Homes carries out surveys to help us understand how residents feel about the services that we provide. We are committed to keeping you informed of the results of these surveys and what we are doing to deal with issues where you tell us that you are dissatisfied.