Our performance
Housing annual report to residents 2024/25
Find out more about the Housing Service’s performance in the previous financial year (the 2025/26 report will be available in early autumn 2026)
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
Complaints and anti-social behaviour
| Indicator | Our 23/24 results | Our 24/25 results | Our 25/26 results | Bench mark* |
| % of Stage 1 complaints responded to on time** | 83% | 34% | 71% | 69% |
| % of Stage 2 complaints responded to on time** | 80% | 73% | 69% | 67% |
| Number of stage 1 complaints received per 1,000 homes | 100 | 99 | 110 | 73 |
| Number of stage 2 complaints received per 1,000 homes | 25 | 29 | 30 | 17 |
| ASB cases opened per 1,000 homes | 13 | 24 | 41 | 24 |
| ASB cases opened involving hate incidents per 1,000 homes | 0.6 | 0.3 | 0.4 | 0.7 |
Compliance
| Indicator | Our 23/24 results | Our 24/25 results | Our 25/26 results | Bench mark* |
| % of homes for which all required gas safety checks have been carried out | 99.7% | 99.9% | 99.7% | 99.8% |
| % of homes for which all required Fire Risk Assessments (FRAs) have been carried out | 100% | 99.4% | 100% | 100% |
| % of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% | 100% | 100% | 100% |
| Water - % of homes for which all required Legionella Risk Assessments (LRAs) have been carried out | 99.2% | 100% | 100% | 100% |
| % of homes for which all required communal passenger lift safety checks have been carried out | 25.8% | 93.7% | 91.3% | 99.3% |
Repairs
| Indicator | Our 23/24 results | Our 24/25 results | Our 25/26 results | Benchmark* |
| % of homes that do not meet the Decent Homes Standard | 24% | 17% | 15% | 7% |
| % of non-emergency responsive repairs completed on time** | 66% | 69% | 66% | 83% |
| % of emergency responsive repairs completed on time** | 61% | 93% | 96% | 94% |
Customer satisfaction
| Indicator | Our 23/24 results | Our 24/25 results | Our 25/26 results | Bench mark* |
| Tenant satisfaction with the overall service | 55% | 51% | 52% | 62% |
| Tenant satisfaction with landlord's overall repairs service (who have received a repair in the last 12 months) | 58% | 58% | 60% | 64% |
| Tenant satisfaction with time taken to complete most recent repair (who have received a repair in the last 12 months) | 49% | 53% | 54% | 61% |
| Tenant satisfaction that their home is well maintained | 55% | 51% | 53% | 63% |
| Tenant satisfaction that their home is safe | 63% | 61% | 61% | 69% |
| Tenant satisfaction that their landlord listens to their views and acts upon them | 46% | 44% | 43% | 53% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 67% | 66% | 69% | 71% |
| Agreement that the landlord treats tenants fairly and with respect | 60% | 62% | 60% | 72% |
| Tenant satisfaction with landlord's approach to complaints handling (who report making a complaint in the last 12 months) | 22% | 26% | 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% | 62% | 63% |
| Tenant satisfaction that their landlord makes a positive contribution to the neighbourhood | 61% | 57% | 62% | 66% |
| Tenant satisfaction with landlord's approach to handling of anti-social behaviour (ASB) | 52% | 56% | 55% | 60% |
* Benchmark
This benchmark is provided by Housemark and helps us compare our results to other London local authorities, so you can see whether we are performing better or worse than equivalent organisations. The figure is the 2024/25 average, which we will update to the 2025/26 average when it is available.
** Target timescales
| Indicator | Target timescale | |||
| % of non-emergency responsive repairs completed on time | Maximum target timescale = 21 working days | |||
| % of emergency responsive repairs completed on time | Maximum target timescale = 24 hours | |||
| % of Stage 1 complaints responded to on time | Acknowledged within 5 working days of the complaint being received, and responded to within 10 working days of the complaint being acknowledged | |||
| % of Stage 2 complaints responded to on time | Acknowledged within 5 working days of the complaint being received, and responded to within 20 working days of the complaint being acknowledged | |||
These are the maximum timescales across Lewisham Council, Brockley PFI and TMO managed homes
- view our Housing policies, including for Repairs and Complaints
- download our Tenant Satisfaction Measure data as submitted to the Regulator of Social Housing in June 2026
- 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 report on Tenant Satisfaction Measures
Leasehold satisfaction
| Indicator | 23/24 results | 24/25 results | Q1 25/26 | Q2 25/26 | Q3 25/26 |
| Leaseholder satisfaction with the overall service | 33% | 33% | 32% | 38% | 32% |
| Leaseholder satisfaction with landlord's overall repairs service | 32% | 35% | 28% | 52% | 29% |
| Leaseholder satisfaction with time taken to complete most recent repair | 33% | 30% | 11% | 48% | 19% |
| Leaseholder satisfaction that their home is well maintained. | 34% | 33% | 32% | 38% | 30% |
| Leaseholder satisfaction that their home is safe | 50% | 50% | 50% | 48% | 53% |
| Leaseholder satisfaction that their landlord listens to their views and acts upon them | 25% | 20% | 20% | 26% | 21% |
| Satisfaction that the landlord keeps leaseholders informed about things that matter to them | 56% | 54% | 50% | 52% | 56% |
| Agreement that the landlord treats leaseholders fairly and with respect | 45% | 45% | 44% | 48% | 47% |
| Leaseholder satisfaction with landlord's approach to complaints handling | 15% | 15% | 9% | 13% | 13% |
| Leaseholder satisfaction that their landlord keeps communal areas clean and well maintained | 44% | 37% | 38% | 44% | 41% |
| Leaseholder satisfaction that their landlord makes a positive contribution to the neighbourhood | 39% | 38% | 48% | 46% | 47% |
| Leaseholder satisfaction with landlord’s approach to handling of anti-social behaviour (ASB) | 40% | 32% | 38% | 39% | 43% |
How we measure resident satisfaction
Every quarter, residents are invited to take part in a telephone interview. The tenant survey is designed to collect the views of approximately 350 tenants per quarter, proportionately sampled by tenure, area and age, meeting the government’s Tenant Satisfaction Measure standards. The leasehold survey is designed to collect the views of approximately 120 leaseholders per quarter.
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.