Global IT issues affecting online systems

We are currently impacted by the global IT issues. As a result, a number of our online systems are affected. We apologise for any inconvenience caused.

How we look after your blocks and estates

Performance

If something is not right, please let us know.

Despite our best intentions, there may be times when we aren’t aware of an issue that needs to be dealt with or we have cleaned an area and not long afterwards you can’t tell that we have. Please do let us know if you see something that needs to be addressed, or to let us know if we need to improve the way we deliver our services.

You can get in touch by contacting your Residents Service Team.

  • North Team (Rotherhithe, Borough and Bankside, and Bermondsey) 
  • Central Team (Walworth, Camberwell and Aylesbury) 
  • South Team (Nunhead and Peckham, Dulwich) 

Alternatively, you can log a compliment, comment or complaint online.

Our performance and how we monitor it

As well as our estate inspections which monitor the quality of the service we provide through residents direct feedback we regularly hold meeting to review performance on a monthly basis where we review:

  • number of complaints, type of complaints and response times
  • number of rectification and default notices and numbers responded to within target timescales
  • response to service requests
  • health and safety, staffing issues
  • quarterly performance report
Performance targets (to be reported quarterly)

KPI

Target 

Q1 result

Estates graded good or excellent

94%

99.7%

Reduction in complaints on 2018 to 2019, 2019 to 2020 and 2020 to 2021

10%

20%

Complaints to be responded to within target times

90%

TBC

Residents satisfied with the up keep of their estate

90%

TBC

Estate inspection performance

We publish results from our estate inspections every quarter.

Our great estates guarantee

We guarantee that we will listen to and respond to our residents and work effectively together to make our estates clean, safe and cared for.

Page last updated: 15 February 2022

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