Service Standards are how we ensure we are continuously reviewing ourselves against the most important areas for our residents.
We are required to provide our residents with information on the standard of service they can expect from us and how we are performing against those standards. We measure our performance with a set of Performance Indicators.
We’re proud of the fact we keep our residents’ needs at the heart of the services we deliver as a social housing provider. Here you can read how we consulted with residents on updating our service standards, and how these align with the Tenant Satisfaction Measures introduced by the Regulator of Social Housing.
The Regulator for Social Housing has been conducting a consultation on Tenant Satisfaction Measures (TSMs) and plans to launch them in April 2023. By amending our service standards to comply with the TSMs at this stage, we will be better placed to ensure compliance when they come into force.
Following changes to our service delivery during Covid, we started a review of Service Standards in September 2021. We initially consulted with residents via a survey in which we received 284 responses. We then invited the survey responders to a workshop in November 2021 and 11 residents attended.
The consultation gave us a clear indication of what areas residents felt were important. Resident were also clear that we should not have a long list of standards as they wanted us to focus on the things that mattered most to them.
The areas of most importance to residents were:
- Responding to complaints and enquiries
- Repairs
- Anti-social behaviour
- Environmental services (caretaking and gardening)
Where possible, we identified Performance Indicators to measure our performance against the standards. Residents also suggested some areas where they felt we should report performance information separately for tenants and leaseholders.
When the Regulator of Social Housing published its proposals for Tenant Satisfaction Measures, we compared them to our revised Service Standards and made amendments to bring them in line.
Most of the TSMs were the same or similar to our Service Standards and only minimal changes were required. Some areas not covered by the TSMs were important to residents and these have remained.
The table below sets out the Service Standards we brought in from April 2022. We will monitor our performance against these standards using data we collect and surveys of our residents.
1. Overall satisfaction
Service standard | Performance indicator |
We aim to provide a good overall service to all residents | Percentage of tenants who are fairly satisfied or very satisfied when asked the following:
“When taking everything into account, how satisfied or dissatisfied are you with the service provided by Lewisham Homes?” |
2. Keeping properties in good repair
Service standard | Performance indicator |
We will ensure our properties meet Decent Homes compliance standards | Percentage of homes that do not meet the Decent Homes Standard. This is a government document describing conditions that social homes should meet |
We will provide a quality repairs service, keeping to appointment times and striving to complete repairs on the first visit | Percentage of tenants who have received a repair in the last 12 months who are satisfied with the overall repairs service |
Percentage of tenants who have received a repair in the last 12 months who are satisfied with the time taken to complete their most recent repair | |
Percentage of repairs completed within target timescales |
3. Maintaining Building Safety
Service standard | Performance indicator |
We will ensure our properties meet the required safety standards | Percentage of homes that have had all the necessary gas safety checks |
Percentage of homes that have had all the necessary fire risk assessments | |
Percentage of homes that have had all the necessary asbestos management surveys or re-inspections | |
Percentage of homes that have had all the necessary legionella risk assessments. Legionella is a bacteria that can make people ill if it gets into water supplies | |
Percentage of tenants who are fairly satisfied or very satisfied that their home that is well maintained | |
Percentage of tenants who are fairly satisfied or very satisfied that their home that is safe | |
Percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks |
4. Respectful and helpful engagement
Service standard | Performance indicator |
Our staff will be helpful, inclusive, and treat all residents respectfully and with empathy | Percentage of tenants who report that they are satisfied that Lewisham Homes listens to their views and acts upon them |
Percentage of tenants who report that they are satisfied that Lewisham Homes keeps them informed about things that matter to them | |
Percentage of tenants who agree or strongly agree Lewisham Homes treats tenants fairly and with respect | |
Percentage of leaseholders who agree or strongly agree Lewisham Homes treats leaseholders fairly and with respect |
5. Responsible neighbourhood management
Service standard | Performance indicator |
We will keep our communal areas clean, safe and well-maintained | Percentage of tenants who say they are fairly satisfied or very satisfied that Lewisham Homes keeps communal areas clean and well-maintained |
Percentage of tenants satisfied with external cleaning services & Percentage of leaseholders satisfied with external cleaning services | |
Percentage of tenants satisfied with internal cleaning of blocks & Percentage of leaseholders satisfied with internal cleaning of blocks | |
Tenant satisfaction with communal gardening on estates
Leaseholder satisfaction with communal gardening on estates | |
Percentage of communal area repairs completed on first visit | |
Percentage of illegally dumped waste cleared within 5 working days of being reported by a resident | |
We will provide a responsive and effective ASB service to residents | Number of anti-social behaviour cases opened for each 1,000 homes. Number of anti-social behaviour cases that involve hate incidents opened for each 1,000 homes |
Percentage of tenants who say they are fairly satisfied or very satisfied with Lewisham Homes’ approach to handling anti-social behaviour | |
We will strive to make a positive contribution to the neighbourhoods we manage | Percentage of tenants who are fairly satisfied or very satisfied that Lewisham Homes makes a positive contribution to their neighbourhood |
6. Effective handling of complaints and enquiries
Service standard | Performance indicator |
We will provide a simple and accessible complaints service that ensures complaints are resolved at the first point of contact, politely and fairly. | Percentage of Stage 1 complaints responded to within 10 working days |
Percentage of Stage 2 complaints responded to within 20 working days | |
Percentage of Stage 3 complaints responded to within 20 working days (administered by a Stage 3 Adjudicator at LBL). | |
Number of Stage 1 complaints received for each 1,000 homes | |
Number of Stage 2 complaints received for each 1,000 homes | |
Percentage of tenants who report making a complaint in the last 12 months who are fairly satisfied or very satisfied with Lewisham Homes’ approach to complaint handling | |
Percentage of leaseholders who report making a complaint in the last 12 months who are fairly satisfied or very satisfied with Lewisham Homes’ approach to complaint handling | |
We will provide a range of options to access services and ensure we respond to your enquiries promptly and where applicable provide clear timescales for when you can expect a response. | Percentage of correspondence acknowledged within 2 working days (excludes complaints) |
Percentage of correspondence responded to within 10 working days | |
Percentage of calls answered in under 2 minutes. |