Our performance
The Regulator of Social Housing has created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. In addition to introducing revised consumer standards, this involves a set of ‘tenant satisfaction measures’ that social housing landlords must report on.
This creates a national benchmark so that residents can understand how well their landlord is doing compared to others in the country.
Timeline
- April 2023: The new requirements came into force, and we started collecting data for the Tenants Satisfaction Measures
- June 2024: We submitted our first full year of Tenant Satisfaction Measure data to the Regulator of Social Housing
- Autumn 2024: The Regulator will publish the first year of Tenant Satisfaction Measures data for all landlords of more than 1,000 homes
Our Tenant Satisfaction Measures scorecard
Customer relations
| Indicator | Our 2023/24 results | Bench mark* |
| % of Stage 1 LCRA** complaints (received in period) responded to on time | 83% | 75% |
| % of Stage 2 LCRA complaints (received in period) responded to on time | 80% | 69% |
| Number of stage 1 LCRA complaints received in period per 1,000 LCRA stock | 100 | 76 |
| Number of stage 2 LCRA complaints received in period per 1,000 LCRA stock | 25 | 7.4 |
| ASB cases opened per 1,000 homes | 13 | 30 |
| ASB cases opened involving hate incidents per 1,000 homes | 0.6 | 0.5 |
Compliance
| Indicator | Our 2023/24 results | Bench mark* |
| % of homes with all required gas safety checks carried out | 99.7% | 99.8% |
| % of homes with all required Fire Risk Assessments (FRAs) carried out | 100% | 99.9% |
| % of homes with all required asbestos management surveys or re-inspections carried out | 100% | 100% |
| Water - % of homes with all required Legionella Risk Assessments (LRAs) carried out | 99.2% | 99.2% |
| % of homes with all required communal passenger lift safety inspections (LOLER) carried out | 25.8% | 98% |
Repairs
| Indicator | Our 2023/24 results | Benchmark* |
| % of homes that do not meet the Decent Homes Standard | 24% | 10.8% |
| % of non-emergency responsive repairs completed on time | 66% | 78% |
| % of emergency responsive repairs completed on time | 61% | 91% |
Customer satisfaction
| Indicator | Our 2023/24 results | Bench mark* |
| Tenant satisfaction with the overall service | 55% | 59% |
| Tenant satisfaction with landlord's overall repairs service | 58% | 63% |
| Tenant satisfaction with time taken to complete most recent repair | 49% | 61% |
| Tenant satisfaction that their home is well maintained | 55% | 61% |
| Tenant satisfaction that their home is safe | 63% | 67% |
| Tenant satisfaction that their landlord listens to their views and acts upon them | 46% | 51% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 67% | 66% |
| Agreement that the landlord treats tenants fairly and with respect | 60% | 69% |
| Tenant satisfaction with landlord's approach to complaints handling | 22% | 26% |
| Tenant satisfaction that their landlord keeps communal areas clean and well maintained | 62% | 62% |
| Tenant satisfaction that their landlord makes a positive contribution to the neighbourhood | 61% | 62% |
| Tenant satisfaction with landlord's approach to handling of anti-social behaviour (ASB) | 52% | 58% |
* This benchmark is provided by Housemark and helps us compare our results to other London local authorities. The figure is the average, so you can see whether we are performing better or worse than equivalent organisations. The Regulator of Social Housing will publish its first full-year report on Tenant Satisfaction Measures in autumn 2024.
- Download our Tenant Satisfaction Measure data as submitted to the Regulator of Social Housing in August 2024
- Download our Annual Report for tenants and leaseholders 2023-24
How we measure tenant satisfaction
Every quarter, residents are invited to take part in a telephone interview. The survey is designed to collect the views of approximately 380 residents per quarter, proportionately sampled by tenure, area and age, meeting the government’s Tenant Satisfaction Measure standards.
The telephone survey is conducted by an independent organisation (Acuity Research & Practice) and the results are sent back to Lewisham Council anonymised unless residents give their permission to be identified.
Survey FAQs
Is resident feedback confidential?
Some topics may be quite sensitive. Acuity will keep responses anonymous unless you give permission for your details to be shared with Lewisham Council. If there are any questions you would prefer not to answer, you can just let the person calling from Acuity (the interviewer) know. At the end of the survey, the interviewer will ask if you would be happy for Lewisham Council to contact you about your answers, and you can always say no.
Will the data be held securely?
Our residents' privacy is very important to us. Acuity goes to great lengths to preserve data privacy and protect personal data. View Acuity’s Privacy and Data Protection Statement.
What if I don’t want to take part in the survey?
The interviewer will always check with the residents they speak to if they are happy to take part. If you prefer not to, just let the interviewer know, and Acuity will make sure your details are removed from the contact list for future surveys.