Resident complaints workshop

In March 2024, Lewisham Council Housing Services took significant steps to improve how we handle complaints, ensuring residents have a voice in shaping the process. We set up a complaints panel, inviting over 30 residents who had raised complaints in the previous six months and were dissatisfied with our responses. Alongside them, we included our Resident Scrutiny Panel, which had recently assessed our approach to repairs complaints and provided recommendations for improvement.

During the session, we listened to the residents' feedback, noting specific concerns about communication gaps, delays in responses, and inconsistencies in how complaints were handled. Residents highlighted the need for clearer timelines, more transparency throughout the process, and a fairer approach to compensation. Their insights were instrumental in shaping how we now deliver the service.

Based on their feedback, we revised our internal processes to ensure more timely updates, clearer guidelines on complaint escalation, and a revised compensation policy that reflects the importance of prompt and fair resolution. We also committed to continuous engagement with the panel, checking in regularly to ensure that their concerns are heard and acted upon. By taking their views into account, we have strengthened our approach to managing complaints and improved our service to be more resident-focused.

Download our special report on learning from complaints [pdf]