Our performance
Housing annual report to residents 2024/25
Find out more about the Housing Service’s performance in the last financial year:
Welcome note from Cllr Will Cooper, Cabinet Member for Better Homes, Neighbourhoods and Homelessness:
"This publication aims to give you, our tenants and leaseholders, a round-up of the Housing Service’s performance in 2024/25. If you want to understand how the service works and what the challenges are, this is a great place to start.
It’s not all good news. There are challenges, and many of you will have first-hand experience of being frustrated or let down when trying to get a problem resolved. I hope this report will show that we know what the problems are, and the service is focused on fixing them. There is still a lot to do, but we are moving in the right direction.
I do want to highlight two big steps the service took during 2024/25.
Firstly, a new Resident Engagement Strategy was put in place after working with residents from across the borough to hear what you want. As a result, we’ve started running roadshows and repairs open days to give you the chance to speak to us in person. We’ve also got a variety of forums and panels if you are keen to get more involved – it’s all about making sure your views and experience help us to improve and shape the service.
Secondly, last year we arranged for independent surveyors to visit every building we manage and inspect over 80% of tenants’ homes. I want to thank you for giving access to our surveyors for this huge project. The results have already been used to plan where refurbishment is needed for the next five years and beyond, which is a very important first step to improving the overall condition of housing in Lewisham. The Council has committed nearly £70m per year for the next five years to make these plans a reality.
Over the past year I have visited countless Tenants and Residents Association meetings, roadshows and repairs open days and met hundreds of residents, and I want to thank you for your engagement and desire to improve where you live and work with us to make our housing services as good as possible."
Tenant satisfaction measures
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:
Our 'Tenant satisfaction measures' scorecard
Customer relations
| Indicator | Our 23/24 results | Our 24/25 results | Bench mark* |
| % of Stage 1 complaints responded to on time | 83% | 34% | 69% |
| % of Stage 2 complaints responded to on time | 80% | 73% | 67% |
| Number of stage 1 complaints received per 1,000 homes | 100 | 99 | 73 |
| Number of stage 2 complaints received per 1,000 homes | 25 | 29 | 17 |
| ASB cases opened per 1,000 homes | 13 | 24 | 24 |
| ASB cases opened involving hate incidents per 1,000 homes | 0.6 | 0.3 | 0.7 |
Compliance
| Indicator | Our 23/24 results | Our 24/25 results | Bench mark* |
| % of homes for which all required gas safety checks have been carried out | 99.7% | 99.9% | 99.8% |
| % of homes for which all required Fire Risk Assessments (FRAs) have been carried out | 100% | 99.4% | 100% |
| % of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% | 100% | 100% |
| Water - % of homes for which all required Legionella Risk Assessments (LRAs) have been carried out | 99.2% | 100% | 100% |
| % of homes for which all required communal passenger lift safety checks have been carried out | 25.8% | 93.7% | 99.3% |
Repairs
| Indicator | Our 23/24 results | Our 24/25 results | Benchmark* |
| % of homes that do not meet the Decent Homes Standard | 24% | 17% | 7% |
| % of non-emergency responsive repairs completed on time | 66% | 69% | 83% |
| % of emergency responsive repairs completed on time | 61% | 93% | 94% |
Customer satisfaction
| Indicator | Our 23/24 results | Our 24/25 results | Bench mark* |
| Tenant satisfaction with the overall service | 55% | 51% | 62% |
| Tenant satisfaction with landlord's overall repairs service (who have received a repair in the last 12 months) | 58% | 58% | 64% |
| Tenant satisfaction with time taken to complete most recent repair (who have received a repair in the last 12 months) | 49% | 53% | 61% |
| Tenant satisfaction that their home is well maintained | 55% | 51% | 63% |
| Tenant satisfaction that their home is safe | 63% | 61% | 69% |
| Tenant satisfaction that their landlord listens to their views and acts upon them | 46% | 44% | 53% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 67% | 66% | 71% |
| Agreement that the landlord treats tenants fairly and with respect | 60% | 62% | 72% |
| Tenant satisfaction with landlord's approach to complaints handling (who report making a complaint in the last 12 months) | 22% | 26% | 26% |
| Tenant satisfaction that their landlord keeps communal areas clean and well maintained (who report that they live in a building with communal areas) | 62% | 61% | 63% |
| Tenant satisfaction that their landlord makes a positive contribution to the neighbourhood | 61% | 57% | 66% |
| Tenant satisfaction with landlord's approach to handling of anti-social behaviour (ASB) | 52% | 56% | 60% |
* 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.
- download our Tenant Satisfaction Measure data as submitted to the Regulator of Social Housing in June 2025
- download our Tenant Satisfaction Measure Summary of Approach and questionnaire used
-
download our Housing annual report to residents 2024-25
- view the Regulator of Social Housing's 2023/24 report on Tenant Satisfaction Measures
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.
Calls from Acuity will come from 0203 807 5628.If you receive a call from this number, please be assured it is a genuine call on our behalf.
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.
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.