Self-assessment

The London Borough of Lewisham is dedicated to ensuring that our complaint handling processes are transparent, efficient, and aligned with the highest standards.

Annual Complaints Report

This Annual Complaints Report provides an overview of our complaint handling performance for 2023/2024, including analyses of:

• complaints
• responses to Housing Ombudsman Service (HOS) findings
• service improvements based on these learnings

Our self-assessment against the Housing Ombudsman’s Complaint Handling Code is guided by the principles of compliance as outlined in the Code Compliance Framework.

Approach and methodology

The self-assessment was carried out using a comprehensive approach that includes the following key components:

• desktop review: we conducted a thorough review of materials published on our external website and intranet to ensure transparency and accessibility
• staff interviews: engaging with staff allowed us to understand the practical application of our complaint handling procedures
• policy and procedure review: all relevant policies and procedures were reviewed to ensure alignment with the Ombudsman's requirements
• complaints performance analysis: we analysed our complaints handling performance using both qualitative and quantitative data, including resident feedback and transactional and perception surveys collected throughout the year
• resident engagement: feedback from our Resident Scrutiny Panel, workshops, and surveys provided valuable insights into our performance and areas for improvement
• external guidance: we adhered to guidance from the Housing Ombudsman and the Local Government Social Care Ombudsman, incorporating lessons from their casework

Documents

• view our Annual Complaints Report 2024
• view our Complaints Self Assessment
• view our Service Improvement Plan
• view a snapshot of complaints handling statistics for 2023/24

View our complaints policy.