We aim to consult with our residents regularly and to provide feedback when consultations are complete. Below is a list of actions we have taken or will take following resident feedback.
Feedback from closed consultations
Compensation policy
You said:
- The general tone of the policy is too legal, with no clear criteria for what residents can expect
- There is no section 10.2
- The policy is not clear on what will or can be done when sub-contractors fail to meet the standards required
- ‘How to make a complaint’ should be referred to within the policy
- Compensation offered for loss of a service should be more than the reimbursement of the cost
- What does ‘total’ loss of service mean?
- Policy needs to include litter picking and sweeping of outdoor areas
- Polices are not followed, and communications are so poor that it (the policy) becomes irrelevant
- Not clear how to make a claim for compensation
- Options available if resident is not satisfied with the level of compensation awarded.
We did:
- The policy has been reviewed to improve readability where possible considering its context and purpose. A factsheet will be produced for publication on the website summarising the key points from the policy.
- The Communications team, in conjunction with the Property Services team, are currently updating the Repairs manual which includes the various service standard, and this will also be available on the website. There will be communication to residents to let them know the updated manual is now available online.
- Numbering within the policy has been updated.
- The Property Services team is looking at the resources needed to manage contractors working on our behalf to ensure that they adhere to all service standards and KPIs. Monitoring complaints and feeding back to contractors on their performance will be embedded into all new contracts. In the meantime, the Property Services team track complaints against contractors to identify any areas of concern, and these are discussed at their regular contract meetings. The policy has been updated to reference the requirement for contractors to work to the service standards (see sections 3.1 and 10.2)
- The policy has been updated with a section called ‘Claiming compensation and making a complaint’ (see section 9.)
- Section 4.1 of the policy has been updated to include reference to discretionary payments may be offered to recognise the ‘time and trouble’ needed to bring a matter to our attention and the impact of any service failure.
- The wording in section 7.5 has been updated to say ‘complete/full’ loss of a service.
- Section 7.5 has been updated to give examples of possible services under the ‘Caretaking/Grounds maintenance’ heading paid for through a service charge.
- Communications will be produced for both residents and officers to advise on the updated policy once approved. The policy will also include what to do if unhappy with the amount of compensation offered (see section 9.2).
- Information has been added to the policy on how to make a claim for compensation (see section 9.)
- It is hoped that agreement can be reached without the need for a complaint to be made, but that would be the next course of action. The policy has been updated to include this information (see section 9.) and reference to the guidance available to officers to help them calculate compensation fairly and consistently (see section 8.2).
The compensation policy has now been approved and is available to view here
Some feedback has not been changed or incorporated into the policy. This includes:
If services are not delivered, compensation should be made to all residents, not just the one that complained: There are cases when the Property Services team already reimburse all residents affected by a service not being delivery. Ultimately, it is for Lewisham Council to decide if a refund can be provided, and this is approached on a case-by-case basis and kept under regular review.
Insurance coverage needed as a leaseholder not clear: The Lewisham Homes website already includes information that leaseholders are responsible for insuring their leasehold property, which includes the fixtures and fittings inside the property. Lewisham Council, as the freeholder, is responsible for insuring the common parts of the building, which includes the roof, foundations, and communal areas.
Would like to see stats on complaints that LH have escalated to their sub-contractors and how well dealt with and effectively resolved? Complaints about contractors are logged on our IT system and included within our performance information on complaints and the sample passed to the external provider who carries out satisfaction surveys on our behalf.
All complaints about our contractors are monitored and discussed at the regular contract meetings.
Why should the tenant have to contact a sub-contractor directly?: There are two contractors providing gas services where residents are asked to contact them directly, as this forms part of their contract with us. In all other instances, contact should always be made via Lewisham Homes.
Who is dealing with the complaint, and where to appeal against the decision taken: We are currently drafting guidance on what must be included in all complaint response letters, which includes who has dealt with the complaint, how it has been investigated and the next steps available if not in agreement with the outcome. Further information on the complaints process can be found on our website, which sets out the different stages.
Would like to see:
- Number of complaints each quarter by resident block
- Categorisation of complaints (stage 1, 2 and 3)
- Nature of complaints (reason)
- Average length of time to close complaints
- Satisfaction of resident with the outcome
- Number of compensation payments made:
This information is included within the annual Complaints and Enquiries report published on the Lewisham Homes website although a breakdown by block is not currently available. Information on compensation will be recorded for 2022/23 following the introduction of a new IT system and will be included in the next annual report for the 2022/23 year.
Individual staff members should be held accountable for their actions leading to complaints, and the level of compensation being awarded as a result: Complaints are regularly discussed by line managers with staff at supervision and team meetings. Information on compensation will be recorded for 2022/23 following the introduction of a new IT system for recording complaints and will be included within the 2022/23 annual report. The information will also be available to managers to address with their teams as appropriate.
Regarding apologies: I have never received one from Lewisham Homes: We are currently drafting guidance on what must be included in all complaint response letters, which includes an apology for any service failure, or the fact is had been necessary to raise a complaint to get an issue resolved.
Lewisham Homes should not be responsible for setting its own compensation: To accompany the Compensation policy, guidance is being produced for officers on how to calculate compensation to ensure consistency and fairness. The figures within the guidance have been taken from those offered by both the Housing Ombudsman and the Local Government Ombudsman and is referred to in section 8.2.
The compensation policy has now been approved and is available to view here
Repairs handbook
You said:
The repairs manual is too long and the text could be difficult to read.
We did:
The manual will be shorter and use less text. The font will be different and clearer in the new manual.
Temporary relocations (decant) policy
You said
We should clarify the following within the policy:
- Clarification about removals and/or storage
- List of possible reasons for decanting
- What Lewisham Homes considers a refusal to be decanted
- Insurance for contents or items – both those moved and those left in situ
- Clarification about where temporary accommodation will be provided
We did
The draft policy was updated to provide clarity on the points suggested by residents.
You said:
Residents were clear there is a need for additional support for those with disabilities, young children and medical needs. Communication with residents once decanted was highlighted as a key concern.
We did
We will provide a schedule of works with timeframes to manage expectations to residents once decanted.
The policy has now been approved and is available to view here
CCTV policy consultation
You said:
You would like:
- Clarification about how residents can request CCTV is added on their estates
- Clarification about how and who can request copies of footage
- Information about what we will do where this has already been installed without permission
- The policy to be available online
- The applicable legislation
- Information to be provided to residents when permission is given for personal devices, about what is and isn’t lawful
We did:
All these points have been included in the policy with the exception of the last one. This will be addressed in the format of FAQs on the website when launching the policy.
Some of the feedback did not make it into the policy, because it was either not relevant to the policy itself, or would form part of another policy, such as the alterations one. For example: how costs for CCTV were apportioned for leaseholders; what happens when someone moves out after having CCTV installed; sanctions for not complying with the policy.
It was also decided that 31 days was an acceptable amount of time to keep the footage unless requested for a crime or ASB case in which case the policy allows for footage to be stored for longer.
The policy has now been approved and is available to view here
Alterations policy
You said:
We should include:
- Timeframes for responses for permission requests
- Residents should not require permission to change locks
We did:
We have included both of these points in the policy.
Some feedback we will either cover in the communications that will accompany the policy, the FAQs that will be put on the website, or the outcome of the decision when a request is made. This includes:
- Whether permission is needed to install smart energy meters
- Specific specification for underlay requirements for laminate/hard flooring will be part of any decision outcome
- Links to planning permission/building control requirements – we will encourage residents to come to us first for permission. The links will be covered in the FAQs and the decision outcome letter.
- Provide a table of documentation needed – given the large variations on the types of alterations that may be requested it was felt this would make the policy unwieldly. The FAQs will address some of this.
- A list of things that would be automatically approved or automatically denied – this has not been included as this will often depend on the type of property, the qualifications of the person doing the work and fittings. It would not take away the requirement to obtain permission as this is laid out in the tenancy agreements or lease. We will ensure the FAQs cover some of the basic or most common requests and an indication of whether we will approve them in a desktop exercise or need more information.
Some feedback has not been changed or incorporated into the policy. This includes:
- Information about data protection – this is outlined in the linked CCTV policy and specific information would be given when the permission is granted or not if this is relevant to the request.
- What support will be given to residents to make alterations – if residents wish to make alterations they would need to fund and arrange this themselves.
- There should be exemptions for environmental improvements – this has not been included as it would still need to be determined depending on the works suggested.
- Exemptions for anyone who has completed alterations before the policy was introduced – this has been excluded from the policy as the requirements for permission has always been in the tenancy agreement or lease. The Policy covers retrospective requests.
- Whether the impact on neighbours would be part of the decision when considering requests – this will form part of the procedure
The policy has now been approved and is available to view here