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2015/19
Business Plan
Res
iden
t
Res
iden
t
Inde
pend
ent
Cou
ncill
orR
esid
ent &
cha
ir
FRO
M T
HE B
OARD
FRO
M T
HE B
OARD
In 2
00
7 w
e w
ere
del
iver
ing
po
or
leve
ls o
f cu
sto
mer
se
rvic
e, o
ur
ren
t co
llect
ion
leve
ls w
ere
low
, m
anag
emen
t co
sts
wer
e h
igh
an
d f
or
year
s th
ere
had
b
een
litt
le s
ust
ain
ed in
vest
men
t in
th
e h
ou
sin
g s
tock
. L
ewis
ham
Ho
mes
was
set
up
to
ch
ang
e th
at.
No
w in
20
15, w
e h
ave
incr
ease
d t
enan
t sa
tisf
acti
on
by
13%
, we’
re r
un
nin
g t
he
org
anis
atio
n w
ith
£3.
8 m
illi
on
le
ss p
er y
ear,
we’
ve in
crea
sed
ren
t co
llect
ion
an
d
red
uce
d lo
st r
ent
fro
m e
mp
ty p
rop
erti
es b
y £
2.8
mil
lio
n
– al
l wh
ile
mai
nta
inin
g s
om
e o
f th
e lo
wes
t re
nt
and
se
rvic
e ch
arg
e le
vels
in L
on
do
n.
We
hav
e d
eliv
ered
a £
156
mil
lio
n in
vest
men
t p
rog
ram
me
to im
pro
ve r
esid
ents
’ ho
mes
ove
r th
e
pas
t fo
ur
year
s, m
uch
mo
re t
han
was
po
ssib
le f
rom
th
e £
94.5
mil
lio
n g
ran
t th
at w
as a
war
ded
by
the
Go
vern
men
t in
20
11.
We
hav
e ac
hie
ved
man
y o
f th
e th
ing
s w
e se
t o
ut
to
ach
ieve
fo
r o
ur
resi
den
ts b
ack
in 2
00
7. L
ewis
ham
Ho
mes
has
bec
om
e an
org
anis
atio
n t
hat
list
ens
to it
s re
sid
ents
, an
d v
alu
es t
hei
r en
gag
emen
t an
d in
flu
ence
o
n d
ecis
ion
s an
d it
s se
rvic
es.
Th
e ch
alle
ng
es f
or
ou
r co
mm
un
ity
are
the
sho
rtag
e o
f h
ou
sin
g s
up
ply
, sig
nif
ican
t cu
ts in
th
e le
vel o
f re
sou
rces
ava
ilab
le t
o o
ur
par
tner
Lew
ish
am C
ou
nci
l, an
d t
he
chal
len
ges
fac
ed b
y w
elfa
re r
efo
rm. T
hes
e re
qu
ire
us
to b
e fl
exib
le a
nd
inn
ova
tive
in t
he
way
s w
e w
ork
wit
h o
ur
par
tner
s, a
nd
as
a m
ajo
r lo
cal e
mp
loye
r.
Ou
r B
oar
d a
nd
th
e E
xecu
tive
Man
agem
ent
Tea
m
are
com
mit
ted
to
ach
ievi
ng
mo
re. W
e ai
m t
o f
urt
her
in
crea
se s
atis
fact
ion
fo
r al
l res
iden
ts, a
nd
inve
st m
ore
in
ou
r re
sid
ents
’ ho
mes
an
d n
eig
hb
ou
rho
od
s. W
e w
ill
con
tin
ue
to b
uil
d o
n o
ur
succ
ess
to d
ate,
fo
cusi
ng
on
b
ein
g e
ffic
ien
t an
d e
ffec
tive
, in
vest
ing
in im
pro
vin
g
serv
ices
an
d g
ivin
g o
ur
very
bes
t fo
r L
ewis
ham
peo
ple
.
Julia
Cot
ton
Boa
rd C
hair
As I
ente
r my
last
yea
r as
Chai
r of t
he B
oard
I ha
ve
refl
ecte
d on
my
eigh
t yea
rs in
the
role
, how
far w
e
have
com
e as
an
orga
nisa
tion
and
the
chal
leng
es a
nd
oppo
rtun
itie
s th
at fa
ce u
s in
the
futu
re.
99.9%
2015
RENT
COLLECTION
2007 97.7%
£1.7 m
illion cash
impac
t
£18.7m
2015
2007 £22.5m
OUR
MANAGEMENT FEE
(what th
e
council pay
s us)
We
are
go
vern
ed b
y a
man
agem
ent
bo
ard
. It
sets
ou
r o
vera
ll d
irec
tio
n a
nd
ch
eck
s o
n o
ur
pro
gre
ss in
del
iver
ing
o
n o
ur
mis
sio
n t
o p
rovi
de
gre
at h
ou
sin
g s
ervi
ces
for
thri
vin
g n
eig
hb
ou
rho
od
s. T
he
Bo
ard
is m
ade
up
of
seve
n
resi
den
ts, f
ive
ind
epen
den
ts a
nd
th
ree
Co
un
cillo
rs w
ho
h
elp
to
kee
p u
s fo
cuse
d a
nd
ch
alle
ng
e o
ur
man
agem
ent
team
to
en
sure
we
are
do
ing
th
e ri
gh
t th
ing
s to
del
iver
im
pro
ved
ser
vice
s to
ou
r re
sid
ents
.
Ou
r re
sid
ent
bo
ard
mem
ber
s b
rin
g f
irst
-han
d e
xper
ien
ce
of
ou
r se
rvic
es a
nd
th
e is
sues
an
d c
on
cern
s th
at a
re
imp
ort
ant
to o
ur
resi
den
ts. O
ur
ind
epen
den
t b
oar
d
mem
ber
s b
rin
g e
xper
tise
in a
reas
su
ch a
s fi
nan
ce,
dev
elo
pm
ent,
pro
per
ty m
anag
emen
t an
d g
ove
rnan
ce.
Ou
r co
un
cil b
oar
d m
emb
ers
bri
ng
a w
ider
per
spec
tive
o
n c
om
mu
nit
y is
sues
acr
oss
Lew
ish
am a
nd
hel
p e
nsu
re
we
are
wo
rkin
g e
ffec
tive
ly w
ith
th
e C
ou
nci
l an
d f
or
the
com
mu
nit
y. T
hey
pro
vid
e a
valu
able
ch
alle
ng
e h
elp
ing
u
s fo
cus
on
pri
ori
ties
an
d e
nsu
rin
g w
e h
ave
stro
ng
re
sid
ent
mem
ber
ship
.
Inde
pend
ent
Nick Jo
slyn
Sara
h Smith
Res
iden
t and
cha
ir o
f sc
ruti
ny c
omm
itte
e
Steve
n M
cGann
Gra
ce
Pad
onou A
ddy
Neil
Poppmac
her
Susa
n W
ise
Res
iden
t
Ophelia
Bobori
Cou
ncill
or
Pau
l Bell
Julia
Cotton
Vice
Cha
ir a
nd
inde
pend
ent
Ainsley Forb
es
Inde
pend
ent a
nd c
hair
of
aud
it c
omm
itte
e
Terry James
HOMES MEETING
THE DECENT
HOMES STANDARD
CAPITAL
INVESTMENT
TENANT
SATISFACTION
KEEPING TENANTS
INFORMED
SATISFACTION
WITH
NEIGHBOURHOOD
SATISFACTION
WITH REPAIRS
80%
£49.5m
71%
81%
81%
72%
2015
2015
2015
2015
2015
2015
2007 40%
2007 £19.8m
2007 58%
2007 70%
2007 64%
2007 59%
The B
oard
THEN AND NOW
THE MEMBERS
A M
ESS
AGE
from the B
oard
Chair
John P
asc
houd
Cou
ncill
or
3 LEWISHAM HOMES BUSINESS PLAN 2015/19LEWISHAM HOMES BUSINESS PLAN 2015/192
We
are
com
mit
ted
to p
rovi
din
g g
reat
h
ou
sin
g s
ervi
ces
and
q
ual
ity
ho
mes
fo
r L
ewis
ham
. Th
is is
wh
y w
e w
ere
crea
ted
by
Lew
ish
am C
ou
nci
l in
20
07,
an
d w
hat
d
rive
s o
ur
bu
sin
ess
pla
n a
nd
act
ivit
ies
ever
y d
ay.
We
are
pro
ud
of
the
pro
gre
ss w
e h
ave
mad
e b
ut
kn
ow
we
hav
e m
ore
to
do
.
We
hav
e d
eliv
ered
sig
nif
ican
t ad
van
ces
ove
r th
e p
ast
year
hav
ing
bro
ug
ht
80%
of
ho
mes
up
to
th
e D
ecen
t H
om
es S
tan
dar
d; w
ork
ed o
n a
lon
g t
erm
p
lan
to
imp
rove
inve
stm
ent
in p
rop
erti
es w
e m
anag
e; t
aken
ove
r m
anag
emen
t o
f IC
T g
ivin
g
us
a m
ore
fle
xib
le p
latf
orm
to
imp
rove
sys
tem
s an
d o
nli
ne
serv
ices
; an
d e
xpan
ded
ou
r re
pai
rs
serv
ice
to c
arry
ou
t in
tern
al D
ecen
t H
om
es w
ork
s ac
hie
vin
g h
igh
sat
isfa
ctio
n f
rom
res
iden
ts.
We
pla
n t
o t
ake
ove
r m
anag
emen
t o
f g
rou
nd
s m
ain
ten
ance
on
est
ates
in 2
015
an
d in
crea
se
sati
sfac
tio
n f
urt
her
. We
wil
l co
nti
nu
e to
iden
tify
o
pp
ort
un
itie
s an
d d
evel
op
ser
vice
s w
her
e w
e b
elie
ve t
his
wil
l del
iver
a m
ore
co
st e
ffec
tive
an
d
qu
alit
y se
rvic
e o
utc
om
e to
ou
r re
sid
ents
.
We
are
wo
rkin
g w
ith
th
e C
ou
nci
l to
res
po
nd
to
th
e d
eman
d f
or
ho
usi
ng
an
d h
ave
com
ple
ted
the
firs
t si
x o
f 50
0 p
lan
ned
new
ho
mes
. We
wil
l w
ork
to
get
her
on
fea
sib
ilit
y p
lan
s to
incr
ease
th
is n
um
ber
an
d b
rin
g w
ider
ben
efit
s to
ou
r h
ou
sin
g e
stat
es. W
e ar
e al
so p
layi
ng
a g
reat
er
role
in a
dd
ress
ing
th
e h
om
eles
snes
s cr
isis
by
acq
uir
ing
pro
per
ties
to
let
to h
ou
seh
old
s w
ho
w
ou
ld o
ther
wis
e n
eed
to
be
pla
ced
in e
xpen
sive
te
mp
ora
ry a
cco
mm
od
atio
n.
Eve
ryth
ing
we
ach
ieve
as
a b
usi
nes
s w
e ac
hie
ve
thro
ug
h o
ur
peo
ple
. Th
eir
skil
ls, e
ffec
tive
nes
s an
d
atti
tud
e ar
e th
e b
ench
mar
k b
y w
hic
h w
e su
ccee
d o
r n
ot.
Th
is is
wh
y w
e ar
e in
vest
ing
in d
evel
op
ing
ou
r p
eop
le, f
ocu
sin
g o
ur
effo
rts
to in
crea
se c
ust
om
er
sati
sfac
tio
n, a
nd
gro
win
g o
ur
bu
sin
ess
so t
hat
we
are
effi
cien
t, e
ffec
tive
an
d d
eliv
er o
n o
ur
mis
sio
n.
We
are
amb
itio
us
for
Lew
ish
am, f
or
ou
r
resi
den
ts a
nd
fo
r u
s. T
his
Bu
sin
ess
Pla
n s
ets
ou
t w
hat
we’
ll d
o o
ver
the
nex
t fi
ve y
ears
to
del
iver
on
o
ur
fou
r o
bje
ctiv
es.
Andr
ew P
otte
r C
EO, L
ewis
ham
Hom
es
As
a m
ajo
r lo
cal e
mp
loye
r em
plo
yin
g n
earl
y 50
0 p
eop
le
we
wo
rk in
Lo
nd
on
’s t
hir
d la
rges
t b
oro
ug
h w
her
e d
iver
sity
is b
oth
a d
efin
ing
ch
arac
teri
stic
an
d a
key
st
ren
gth
. We’
re c
om
mit
ted
to
del
iver
ing
gre
at c
ust
om
er
serv
ice,
inve
stin
g in
Lew
ish
am n
eig
hb
ou
rho
od
s, a
nd
g
row
ing
ou
r b
usi
nes
s to
sh
ape
a b
rig
ht
futu
re.
Wh
ile
ho
usi
ng
man
agem
ent
is o
ur
core
bu
sin
ess
we
also
w
ant
to m
ake
a d
iffe
ren
ce t
o L
ewis
ham
peo
ple
b
y b
uil
din
g n
ew h
om
es a
nd
imp
rovi
ng
ou
r es
tate
s.
We
are
pro
ud
to
be
100
% f
ocu
sed
on
Lew
ish
am a
nd
wan
t to
bu
ild
str
on
ger
co
mm
un
itie
s an
d p
artn
ersh
ips
thro
ug
h
loca
l in
vest
men
t an
d c
reat
ing
op
po
rtu
nit
y fo
r o
ur
curr
ent
resi
den
ts, t
he
wid
er c
om
mu
nit
y an
d f
utu
re g
ener
atio
ns.
ABO
UT U
SIN
TRO
DUCTIO
N
Our mission
To d
eli
ver
gre
at h
ou
sin
g s
erv
ice
s
for
thri
vin
g n
eig
hb
ou
rho
od
s
OUR CORPORATE OBJECTIVES ARE:
We value
TRUST
We
do
as
we
say
and
lead
by
exam
ple
. Ou
r m
anag
ers
emp
ow
er a
nd
tru
st s
taff
, are
op
en
and
incl
usi
ve a
nd
as
an o
rgan
isat
ion
we
are
com
mit
ted
to
invo
lvin
g s
taff
in d
ecis
ion
mak
ing
.
.
RECOGNITION
We
reco
gn
ise
and
val
ue
succ
ess,
an
d a
d
iver
se r
ang
e o
f ta
len
ts. W
e ta
ke
tim
e to
p
rais
e g
oo
d w
ork
, an
d v
alu
e ea
ch o
ther
an
d o
ur
cust
om
ers.
PASSION
We
hav
e a
po
siti
ve a
ttit
ud
e an
d
tak
e p
rid
e in
ou
r w
ork
. We
try
to
bre
ak d
ow
n b
arri
ers
and
aim
to
b
e th
e b
est
at w
hat
we
do
.
CHALLENGE
We
tack
le c
ynic
ism
an
d c
hal
len
ge
the
stat
us
qu
o. W
e re
min
d e
ach
oth
er o
f o
ur
valu
es, a
re p
roac
tive
an
d n
ever
g
ive
up
in p
urs
uit
of
ou
r g
oal
s. EMPATHY
We
trea
t p
eop
le a
s in
div
idu
als,
sh
ow
res
pec
t to
eac
h o
ther
an
d t
ake
tim
e to
list
en. W
e ar
e cu
sto
mer
-fo
cuse
d a
nd
th
ink
ab
ou
t th
ing
s fr
om
th
e o
ther
per
son
’s p
ersp
ecti
ve
.
COLLABORATION
We
bu
ild
go
od
rel
atio
nsh
ips
wit
h e
ach
o
ther
an
d a
im t
o u
nd
erst
and
pre
ssu
res
on
oth
ers.
We
wo
rk t
og
eth
er t
o s
olv
e p
rob
lem
s an
d t
ake
resp
on
sib
ilit
y fo
r th
is.
A M
ESS
AGE
from the C
hief Exe
cutive
Excellent services • Thriving neighbourhoods • Sustainable future • Employer of choice
Lew
isha
m H
omes
is a
n am
biti
ous
orga
nisa
tion
set
up
to im
prov
e ho
usin
g in
the
boro
ugh,
cur
rent
ly m
anag
ing
18,0
00
hom
es o
n be
half
of L
ewis
ham
Cou
ncil.
We
are
a no
t-for
-pro
fit o
rgan
isat
ion
unde
rtak
ing
a m
ajor
loca
l inv
estm
ent p
rogr
amm
e,
oper
atin
g ou
r ow
n m
aint
enan
ce c
ompa
ny,
and
build
ing
new
hom
es th
roug
h a
part
ners
hip
wit
h th
e lo
cal a
utho
rity
.
5 LEWISHAM HOMES BUSINESS PLAN 2015/19LEWISHAM HOMES BUSINESS PLAN 2015/194
Empl
oyer
of c
hoic
e S
usta
inab
le fu
ture
DIR
ECTO
R O
F H
OU
SIN
G
Jon K
anare
ck
Exce
llent
ser
vice
s
HUMAN RESOURCES (HR)
Pro
vid
es s
trat
egic
su
pp
ort
an
d a
dvi
ce t
o a
ll m
anag
ers
on
em
plo
yee
rela
tio
ns
as w
ell a
s d
eali
ng
w
ith
rec
ruit
men
t, p
ayro
ll q
uer
ies
and
ch
ang
es t
o
term
s an
d c
on
dit
ion
s.
ORGANISATIONAL DEVELOPMENT (OD)
Lea
ds
on s
taff
dev
elop
men
t an
d e
nsu
rin
g w
e h
ave
the
rig
ht
skil
ls in
th
e o
rgan
isat
ion
to
del
iver
ex
celle
nt
serv
ices
, in
clu
din
g im
ple
men
tin
g t
he
ann
ual
tra
inin
g p
lan
an
d a
ssis
tin
g s
taff
acc
ess
trai
nin
g o
pp
ort
un
itie
s. A
lso
res
po
nsi
ble
fo
r
IIP
an
d t
he
app
ren
tice
ship
an
d g
rad
uat
e
trai
nee
pro
gra
mm
es.
COMMUNICATIONS
Del
iver
s th
e co
mm
un
icat
ion
s st
rate
gy
in
clu
din
g e
xter
nal
an
d in
tern
al c
amp
aig
ns,
PR
, b
ran
d m
anag
emen
t, d
eali
ng
wit
h m
edia
an
d
the
pre
ss p
ub
lica
tio
ns,
web
site
, in
tran
et, s
oci
al
med
ia a
nd
eve
nts
.
COMMUNITY ENGAGEMENT
Su
pp
ort
s an
d b
uil
ds
resi
den
ts’ c
apac
ity
so
they
can
infl
uen
ce o
ur
serv
ices
, off
erin
g a
ra
ng
e o
f in
volv
emen
t o
pp
ort
un
itie
s, a
nd
su
pp
ort
ing
res
iden
ts w
ith
co
mm
un
ity
d
evel
op
men
t o
pp
ort
un
itie
s.
GOVERNANCE
Su
pp
ort
s th
e B
oar
d a
nd
sen
ior
man
ager
s to
mak
e d
ecis
ion
s an
d g
ove
rn L
ewis
ham
Ho
mes
eff
ecti
vely
, as
wel
l as
ensu
rin
g w
e co
mp
ly w
ith
Co
mp
any
Law
.
HEALTH AND SAFETY
En
sure
s ou
r re
sid
ents
an
d s
taff
are
saf
e an
d t
hat
w
e co
mp
ly w
ith
H&
S le
gis
lati
on
, in
volv
ing
ris
k
asse
ssm
ents
an
d c
hec
ks
and
dev
elo
pin
g c
lear
p
oli
cies
, in
clu
din
g t
rain
ing
.
FINANCIAL SERVICES
Car
ries
ou
t fi
nan
cial
an
d b
usi
nes
s p
lan
nin
g,
ensu
res
we
effe
ctiv
ely
con
tro
l ou
r ex
pen
dit
ure
an
d d
eliv
er v
alu
e fo
r m
on
ey. R
esp
on
sib
le f
or
ensu
rin
g f
inan
cial
pro
bit
y an
d e
ffec
tive
co
ntr
ol o
f o
ur
reso
urc
es.
ICT
Pro
vid
es u
p t
o d
ate
and
eff
ecti
ve I
CT
su
pp
ort
to
o
ur
bu
sin
ess.
Th
is in
clu
des
mai
nta
inin
g o
ur
core
b
usi
nes
s sy
stem
s, I
CT
net
wo
rk a
nd
tel
eph
on
y se
rvic
es a
s w
ell a
s d
evel
op
ing
sys
tem
s th
at e
nab
le
us
to w
ork
mo
re e
ffec
tive
ly a
nd
del
iver
bet
ter
cust
om
er s
ervi
ce.
POLICY & PERFORMANCE
Co
llect
s ef
fect
ive
per
form
ance
info
rmat
ion
th
at
enab
les
us
to t
ake
the
rig
ht
bu
sin
ess
dec
isio
ns
and
al
low
s u
s to
rep
ort
to
th
e B
oar
d, r
esid
ents
an
d
stak
eho
lder
s o
n t
he
per
form
ance
of
ou
r se
rvic
es.
PROCUREMENT
Pro
vid
es a
dvi
ce a
nd
su
pp
ort
to
man
ager
s ac
ross
th
e b
usi
nes
s o
n h
ow
to
eff
ecti
vely
pro
cure
ser
vice
s d
eliv
erin
g v
alu
e fo
r m
on
ey t
hro
ug
h s
ervi
ce
imp
rove
men
ts a
nd
co
st s
avin
gs.
HOUSING MANAGEMENT (INCLUDING TENANCY,
ANTISOCIAL BEHAVIOUR AND TENANCY AUDIT)
Del
iver
a c
om
pre
hen
sive
on
e-st
op
ten
ancy
ser
vice
. T
his
incl
ud
es t
enan
cy r
equ
ests
, tra
nsf
ers
for
re-h
ou
sin
g,
occ
up
ancy
ch
eck
s, t
enan
cy p
rofi
lin
g, a
ban
do
ned
te
nan
cies
, su
ble
ttin
g, d
eali
ng
wit
h A
nti
-So
cial
beh
avio
ur,
en
forc
ing
th
e T
enan
cy A
gre
emen
t an
d t
akin
g le
gal
act
ion
w
her
e th
is h
as b
een
bre
ach
ed.
INCOME
Res
po
nsi
ble
fo
r co
llect
ing
ren
t fr
om
ou
r te
nan
ts. O
ther
se
rvic
es in
clu
de
deb
t an
d w
elfa
re a
dvi
ce a
nd
ref
erra
ls t
o
oth
er a
gen
cies
, as
wel
l as
man
agem
ent
of
the
leg
al
pro
cess
fo
r te
nan
ts t
hat
fai
l to
pay
deb
t.
ESTATE SERVICES
We
hav
e m
ore
th
an 9
0 c
aret
aker
s w
ho
loo
k a
fter
ou
r es
tate
s p
rovi
din
g a
co
nsi
sten
tly
hig
h s
tan
dar
d o
f
clea
nli
nes
s, t
idin
ess
and
hyg
ien
e in
all
ou
r b
lock
s.
CUSTOMER SERVICES
Pro
vid
e an
eff
ecti
ve a
nd
cu
sto
mer
-fo
cuss
ed s
ervi
ce
to r
esid
ents
, en
suri
ng
th
e re
cep
tio
n a
rea
is a
cces
sib
le
and
co
nta
ins
up
-to
-dat
e in
form
atio
n. T
he
team
off
ers
com
pre
hen
sive
ad
vice
co
veri
ng
all
asp
ects
of
ho
usi
ng
m
anag
emen
t, a
nd
man
ages
ou
r co
mp
lain
ts p
roce
ss.
We
also
hav
e a
cust
om
er c
all c
entr
e d
eali
ng
wit
h o
ur
tele
ph
on
e en
qu
irie
s an
d r
epai
r o
rder
ing
.
LEASEHOLD SERVICES
Man
age
5,0
00
leas
eho
ld p
rop
erti
es in
clu
din
g
adm
inis
teri
ng
an
d c
olle
ctin
g s
ervi
ce c
har
ges
, co
nsu
ltin
g
wit
h le
aseh
old
ers
on
maj
or
wo
rks
and
pro
cess
ing
Rig
ht
to
Bu
y ap
pli
cati
on
s.
VOIDS
Man
age
ou
r u
no
ccu
pie
d p
rop
erti
es t
o e
nsu
re a
sp
eed
y tu
rnar
ou
nd
to
let
to n
ew t
enan
ts, w
ork
ing
in p
artn
ersh
ip
wit
h B
uil
din
g S
ervi
ces,
Ho
usi
ng
Op
tio
ns
Cen
tre
and
R
e-h
ou
sin
g s
ervi
ces
at t
he
Co
un
cil.
OUR S
TRUCTURE
OUR S
TRUCTURE
ASSET INVESTMENT (MAJOR WORKS)
Dev
elo
ps
stra
teg
ies
to m
ain
tain
ou
r h
ou
sin
g s
tock
an
d d
eliv
ers
the
Dec
ent
Ho
mes
pro
gra
mm
e.
MECHANICAL AND ELECTRICAL SERVICES
O
vers
ees
gas
ser
vici
ng
an
d li
fts
serv
ices
, an
d m
anag
e a
nu
mb
er o
f co
ntr
acts
incl
ud
ing
pir
ate
rad
io r
emo
vals
, m
ob
ile
ph
on
e an
d C
CT
V in
stal
lati
on
s.
RESPONSIVE REPAIRS
Car
ries
ou
t re
pai
rs in
sid
e an
d a
rou
nd
ou
r re
sid
ents
’ p
rop
erti
es. O
ur
con
tact
cen
tre
and
sch
edu
lin
g t
eam
ar
ran
ges
ap
po
intm
ents
an
d o
ur
Dir
ect
Lab
ou
r O
rgan
isat
ion
(D
LO
) em
plo
ys it
s o
wn
op
erat
ives
to
ca
rry
ou
t re
pai
rs.
NEW BUILD
We
are
the
Lew
ish
am C
ou
nci
l’s d
evel
op
men
t p
artn
er
to b
uil
d t
he
bo
rou
gh
’s f
irst
co
un
cil h
ou
sin
g in
30
yea
rs.
Ou
r te
am o
vers
ees
pro
ject
s u
nd
er t
he
New
Ho
mes
B
ette
r P
lace
s p
rog
ram
me
– a
join
t in
itia
tive
bet
wee
n
the
Co
un
cil a
nd
Lew
ish
am H
om
es.
DIR
ECTO
R O
F R
ESO
URC
ES
Adam B
arrett
DIR
ECTO
R O
F C
OR
PORA
TE S
ERVI
CES
Hila
ry B
arb
er
DIR
ECTO
R O
F PR
OPE
RTY
SER
VIC
ES
Mark
Agnew
THE EXECUTIVE MANAGEMENT TEAM (EMT)
Is
led
by
ou
r C
hie
f E
xecu
tive
, An
dre
w P
ott
er a
nd
has
o
vera
ll re
spo
nsi
bil
ity
for
mak
ing
su
re L
ewis
ham
Ho
mes
m
eets
its
targ
ets
and
del
iver
s th
e B
oar
d’s
mis
sio
n.
EXECUTIVE MANAGEMENT PAS
Pro
vid
e p
erso
nal
ass
ista
nce
to
th
e E
xecu
tive
Man
agem
ent
Tea
m, a
nd
man
age
ou
r o
ffic
e fa
cili
ties
.
Our Structu
re
Thri
ving
nei
ghbo
urho
ods
67 LEWISHAM HOMES BUSINESS PLAN 2015/19
LEWISHAM HOMES BUSINESS PLAN 2015/19
HOUSING SUPPLY
The National Context
CO
NTEXT
WELFARE REFORM
Th
e ec
on
om
y is
gro
win
g b
ut
ther
e is
lim
ited
ca
pac
ity
for
wag
es t
o r
ise;
ho
use
pri
ces
are
go
ing
u
p a
nd
cre
atin
g a
ffo
rdab
ilit
y p
rob
lem
s. I
ncr
easi
ng
h
ou
sin
g b
enef
its
pay
men
ts s
ho
w t
hat
low
-in
com
e w
ages
are
no
t k
eep
ing
pac
e w
ith
ren
t in
crea
ses.
Go
vern
men
t p
oli
cy t
o r
edu
ce t
he
def
icit
mea
ns
sig
nif
ican
t cu
ts in
Lo
cal G
ove
rnm
ent
and
loca
l se
rvic
es, a
nd
ho
usi
ng
ben
efit
.
Th
e m
axim
um
ben
efit
cap
is t
o d
ecre
ase
fro
m
£26
,00
0 t
o £
23,0
00
. Th
e sp
are
roo
m s
ub
sid
y an
d
Un
iver
sal C
red
it in
crea
se t
he
risk
th
at t
enan
t ar
rear
s w
ill r
ise.
New
Ho
usi
ng
su
pp
ly is
no
t k
eep
ing
pac
e w
ith
d
eman
d. H
ou
se p
rice
s ar
e ri
sin
g f
aste
r th
an t
he
eco
no
my
and
inco
mes
. Th
e R
igh
t to
Bu
y is
to
be
exte
nd
ed t
o H
ou
sin
g A
sso
ciat
ion
s an
d t
enan
ts
rece
ive
the
full
dis
cou
nt
afte
r th
ree
year
s in
stea
d
of
five
. Lo
cal A
uth
ori
ties
wil
l be
req
uir
ed t
o s
ell
thei
r m
ost
val
uab
le s
tock
. Gra
nt
fun
din
g f
or
new
af
ford
able
ho
usi
ng
is li
mit
ed a
nd
go
vern
men
t p
oli
cy is
th
at t
his
sh
ou
ld b
e fu
nd
ed f
rom
ren
ts,
the
sale
of
pro
per
ties
or
dir
ectl
y b
y R
egis
tere
d
Pro
vid
ers
and
Lo
cal A
uth
ori
ties
. Th
is is
un
lik
ely
to
gen
erat
e th
e le
vel o
f su
pp
ly r
equ
ired
an
d t
her
e
wil
l be
few
er h
om
es a
vail
able
to
let
at s
oci
al
ho
usi
ng
ren
ts.
THE ECONOMY
HOUSING SUPPLY
The Local Context
Th
is is
lik
ely
to h
ave
its
big
ges
t im
pac
t in
Lo
nd
on
w
her
e re
nts
an
d b
enef
it le
vels
are
at
thei
r h
igh
est.
W
e ca
n r
edu
ce t
he
risk
s an
d h
elp
to
kee
p
peo
ple
in t
hei
r h
om
es b
y m
ain
tain
ing
eff
ecti
ve
ben
efit
ad
vice
an
d s
up
po
rt, a
nd
bu
ild
ing
str
on
g
par
tner
ship
s w
ith
oth
er o
rgan
isat
ion
s.
Th
e sh
ort
age
of
affo
rdab
le h
ou
sin
g is
mo
st
acu
tely
fel
t in
Lo
nd
on
. A r
isin
g p
op
ula
tio
n
and
lim
ited
aff
ord
able
ho
usi
ng
su
pp
ly a
re
maj
or
po
licy
ch
alle
ng
es f
or
Lew
ish
am C
ou
nci
l.
We
are
par
tner
ing
wit
h t
he
Co
un
cil t
o m
eet
th
ese
chal
len
ges
th
rou
gh
iden
tify
ing
o
pp
ort
un
itie
s fo
r n
ew h
ou
sin
g a
s w
ell a
s
secu
rin
g a
dd
itio
nal
tem
po
rary
acc
om
mo
dat
ion
to m
eet
imm
edia
te d
eman
d.
Th
e re
du
ctio
n in
go
vern
men
t fu
nd
ing
fo
r L
oca
l A
uth
ori
ties
pla
ces
sig
nif
ican
t p
ress
ure
s o
n lo
cal
serv
ices
. We
wil
l par
tner
wit
h t
he
Co
un
cil t
o
dev
elo
p s
ervi
ce d
eliv
ery
op
tio
ns
that
pro
vid
e
the
bes
t su
pp
ort
we
can
. As
a lo
cal e
mp
loye
r in
vest
ing
mo
re t
han
£65
mil
lio
n a
yea
r in
th
e b
oro
ug
h, w
e p
rovi
de
emp
loym
ent
and
tra
inin
g
op
po
rtu
nit
ies
and
can
leve
rag
e ad
dit
ion
al s
up
po
rt
fro
m o
ur
par
tner
s.
THE ECONOMY
WELFARE REFORM
9 LEWISHAM HOMES BUSINESS PLAN 2015/19
8
LEWISHAM HOMES BUSINESS PLAN 2015/19
Polic
y de
cisi
on a
nd th
e ec
onom
y at
bot
h na
tion
al a
nd lo
cal l
evel
hav
e a
maj
or im
pact
on
the
hous
ing
sect
or a
nd o
ur re
side
nts.
National and Local C
ontext
PULL
OUT FOR
POSTER
Deliv
erin
g gr
eat h
ousi
ng
se
rvic
es fo
r thr
ivin
g
n
eighbourh
oods
Business P
lan
Summary
2015
/19
Our
Str
ateg
ic
Obj
ecti
ves
SUSTAINABLE
FUTU
REEMPLOYER OF
CHO
ICE
THRIVING
NEIGH
BORH
OODS
EXCELLENT
SERV
ICES
Inve
st in
an
impr
oved
con
tact
cen
tre
Impr
ove
grou
nds
mai
nten
ance
Cus
tom
er c
are
trai
ning
for a
ll st
aff
Mor
e re
spon
sive
app
roac
h to
tack
ling
anti
soci
al b
ehav
iour
Impr
ove
serv
ices
to le
aseh
olde
rs
Prov
ide
mor
e se
rvic
es o
nlin
e
Gro
w o
ur re
pair
s se
rvic
e to
do
mor
e, a
nd
use
cont
ract
ors
less
Impr
ove
the
look
, fee
l and
qua
lity
of o
ur
neig
hbou
rhoo
ds
Bui
ld n
ew h
omes
Div
ersi
fy re
side
nt e
ngag
emen
t and
wor
k w
ith
part
ners
Inte
rnal
refu
rbis
hmen
t wor
ks
Set
out
a 3
0 ye
ar p
lan
for i
nves
tmen
t
Prov
ide
oppo
rtun
ity
for p
eopl
e th
roug
h tr
aini
ng a
nd e
mpl
oym
ent p
rogr
amm
es
Do
mor
e w
ith
less
Purc
hase
hom
es to
pro
vide
tem
pora
ry
hous
ing
for L
ewis
ham
Prio
riti
se re
sour
ces
to d
eliv
er s
ervi
ces
effici
entl
y
Inve
st s
avin
gs in
bet
ter h
omes
and
ser
vice
im
prov
emen
ts
Impr
ove
tech
nolo
gy a
nd s
yste
ms
Goo
d sy
stem
s of
gov
erna
nce
Rec
ruit
, dev
elop
and
reta
in e
xcel
lent
st
aff
Gra
duat
e an
d tr
aine
e pr
ogra
mm
es
Inte
rnal
dev
elop
men
t opp
ortu
niti
es
Rec
ogni
se a
nd re
war
d ex
celle
nce
Hea
lth,
wel
lbei
ng a
nd s
ocia
l ini
tiat
ives
Rai
se o
ur p
rofi
le to
att
ract
goo
d ca
ndid
ates
3m
targ
ets
ou
r
Ach
ieve
IIP
gol
d
stan
dar
d in
2015/16
Pu
rch
ase
u
nit
s of
te
mp
orar
y h
ousi
ng
80
ho
te ho
ho
ho
ho
85%
Ten
ant
sati
sfac
tio
n
60%
Lea
seh
old
sati
sfac
tion
by
2019
500
Bu
ild
n
ew h
omes
b
y 20
19
85%
Sat
isfa
ctio
n
wit
h q
ual
ity
of
ho
me li
tytytytytytytytyty
om
e e e e e ty
Incr
ease
in r
epai
rsse
rvic
etu
rno
ver
£3m
£££££££££££3
SERVIC
ES
Tenant
Satisfaction
We
will
do
this
by:
12 LEWISHAM HOMES BUSINESS PLAN 2015/19
Our Plans
13
Exc
elle
nt Serv
ices
We
wan
t our
cus
tom
ers
to e
xper
ienc
e gr
eat
serv
ice
at a
ll ti
mes
. We
will
mea
sure
our
succ
ess
by in
crea
sing
our
tena
nt s
atis
fact
ion
leve
l to
85%
and
our
leas
ehol
d sa
tisf
acti
on
leve
l to
60%
by
2019
.
Ten
ant
sati
sfac
tio
n w
ith
ou
r se
rvic
es h
as
incr
ease
d t
o 7
1%, a
nd
hig
hli
gh
ts a
re s
atis
fact
ion
w
ith
ou
r re
pai
rs s
ervi
ce u
p b
y 10
% in
tw
o y
ears
, an
d r
esp
on
din
g t
o c
om
pla
ints
wit
hin
tar
get
up
15
% t
o 9
1% o
ver
the
sam
e p
erio
d. O
ur
leas
eho
ld
sati
sfac
tio
n is
a d
isap
po
inti
ng
35%
an
d t
his
is
an a
rea
we
wil
l be
wo
rkin
g h
ard
on
to
imp
rove
.
We
hav
e th
e fo
un
dat
ion
s in
pla
ce f
or
imp
rove
men
ts in
ou
r an
tiso
cial
beh
avio
ur
se
rvic
e an
d a
sys
tem
to
bet
ter
mo
nit
or
st
and
ard
s in
est
ate
serv
ices
.
In D
ecem
ber
20
14 w
e m
ove
d t
o o
ur
off
ices
at
the
Old
To
wn
Hal
l in
Cat
ford
. Her
e w
e ar
e ab
le
to o
ffer
res
iden
ts im
pro
ved
fac
ilit
ies
incl
ud
ing
p
riva
te m
eeti
ng
ro
om
s an
d f
ree
acce
ss t
o
on
lin
e se
rvic
es.
Ou
r m
ove
fre
ed u
p o
ffic
e sp
ace
to p
rovi
de
ho
usi
ng
fo
r at
leas
t 19
fam
ilie
s, a
nd
has
see
n o
ur
emp
loye
es
hav
e g
reat
er c
olla
bo
rati
on
an
d e
ffic
ien
cy a
cro
ss
the
bu
sin
ess.
• D
evel
op
ing
ea
sy a
cces
s se
rvic
es in
clu
din
g f
orm
ing
a
stre
amli
ned
co
nta
ct c
entr
e.
• O
ffer
ing
mo
re o
nli
ne
serv
ices
an
d s
up
po
rtin
g
resi
den
ts w
ho
are
no
t cu
rren
tly
usi
ng
th
e in
tern
et.
• T
akin
g o
ver
and
in
vest
ing
in im
pro
vem
ents
to
gro
un
ds
ma
inte
na
nce
acr
oss
ou
r es
tate
s.
• R
un
nin
g a
n o
rgan
isat
ion
- w
ide
cust
om
er c
are
tr
ain
ing
to e
qu
ip o
ur
emp
loye
es w
ith
th
e sk
ills
an
d
kn
ow
led
ge
to m
ake
a d
iffe
ren
ce a
nd
giv
e o
ur
cust
om
ers
a g
reat
exp
erie
nce
wit
h u
s.
• I
mp
rov
ing
ser
vice
s to
lea
seh
old
ers.
• I
ntr
od
uci
ng
imp
rove
d I
CT
sys
tem
s in
clu
din
g a
C
ust
om
er R
ela
tio
nsh
ip M
an
ag
emen
t sy
stem
des
ign
ed t
o e
nh
ance
th
e w
ay
we
use
info
rmat
ion
to
del
iver
g
reat
ser
vice
s.
• I
ntr
od
uci
ng
a r
evam
ped
, m
ore
res
po
nsi
ve a
pp
roa
ch
to ta
ckli
ng
an
tiso
cia
l b
eha
vio
ur
incl
ud
ing
in
tro
du
cin
g e
xten
ded
h
ou
rs a
nd
a m
ob
ile
serv
ice.
Since 2007
(starting 58%)
NOW 71%
Our target for 2019
(85%)
We
have
mad
e si
gnifi
cant
pro
gres
s si
nce
we
wer
e se
t up
in 2
007,
but
we
wan
t to
achi
eve
mor
e.
We
have
set
cha
lleng
ing
targ
ets
ahea
d to
incr
ease
sat
isfa
ctio
n by
201
9.
PULL
OUT FOR
POSTER
LEWISHAM HOMES BUSINESS PLAN 2015/19
Thriving N
eighbourh
oods
In t
he
pas
t fo
ur
year
s w
e h
ave
run
£15
6 m
illi
on
pro
gra
mm
e o
f in
vest
men
t in
clu
din
g D
ecen
t H
om
es a
nd
maj
or
wo
rks
imp
rove
men
ts t
o h
om
es a
nd
est
ates
. Th
is h
as in
crea
sed
th
e n
um
ber
of
ho
mes
mee
tin
g t
he
Dec
ent
Ho
mes
st
and
ard
fro
m 4
0%
to
80
% o
f p
rop
erti
es w
e m
anag
e. W
e’re
p
leas
ed t
hat
92%
ou
r te
nan
ts w
ere
sati
sfie
d w
ith
inte
rnal
re
furb
ish
men
ts. T
enan
t sa
tisf
acti
on
wit
h n
eig
hb
ou
rho
od
h
as in
crea
sed
to
81%
an
d f
or
leas
eho
lder
s to
74%
.
We
ha
ve b
uil
t th
e fi
rst
new
co
un
cil h
ou
sin
g i
n L
ewis
ha
m f
or
a g
ener
ati
on
, wit
h s
ix n
ew e
ner
gy
effi
cien
t h
om
es b
eco
min
g h
om
e to
loca
l fa
mil
ies
in F
ebru
ary
20
15. T
his
is
pa
rt o
f th
e N
ew
Ho
mes
Bet
ter
Pla
ces
pro
gra
mm
e, a
pa
rtn
ersh
ip b
etw
een
Lew
ish
am H
om
es a
nd
Lew
ish
am C
ou
nci
l.
New Homes for Lewisham
OUR N
EIG
HBO
URH
OO
DS
OUR N
EIG
HBO
URH
OO
DS
We
aim
to
en
ab
le r
esid
ents
to
in
flu
ence
ho
w w
e sh
ap
e a
nd
del
iver
ser
vice
s a
nd
we’
re c
om
mit
ted
to
su
pp
ort
ing
peo
ple
to
get
ah
ead
. To
do
th
is w
e p
rovi
de
sup
po
rt f
or
com
mu
nit
y d
evel
op
men
t,
tra
inin
g a
nd
em
plo
ymen
t o
pp
ort
un
itie
s, a
nd
giv
e o
ur
resi
den
ts o
pp
ort
un
itie
s to
ha
ve a
sa
y in
ho
w h
ou
sin
g
serv
ices
are
ru
n. I
n p
art
icu
lar
ou
r R
esid
ent
Scr
uti
ny
Co
mm
itte
e is
loo
kin
g a
t m
ajo
r w
ork
s re
sid
ent
lia
iso
n
an
d c
om
mu
nic
ati
on
s, a
nd
est
ate
s sa
fety
& s
ecu
rity
. T
hei
r re
com
men
da
tio
ns
wil
l dir
ectl
y fe
ed i
nto
ou
r se
rvic
e p
lan
s.
In t
he
pa
st t
wo
yea
rs w
e h
ave
pro
vid
ed a
wid
e ra
ng
e o
f tr
ain
ing
, em
plo
yab
ilit
y a
nd
ap
pre
nti
cesh
ip
op
po
rtu
nit
ies
wit
h o
ur
pa
rtn
ers
incl
ud
ing
ma
kin
g
mo
re t
ha
n £
140
,00
0 a
vail
ab
le f
or
resi
den
ts a
nd
g
rou
ps
thro
ug
h o
ur
Co
mm
un
ity
Fu
nd
, en
ab
lin
g
them
to
bri
ng
th
eir
idea
s to
life
.
Th
is h
as
incl
ud
ed a
ra
ng
e o
f a
ctiv
itie
s in
clu
din
g
ou
r g
row
ing
str
eet
da
nce
an
d d
ram
a p
rog
ram
me
Lo
ve2
Da
nce
, a p
rog
ram
me
of
insp
irin
g f
ash
ion
, m
on
ey a
nd
bu
sin
ess
wo
rksh
op
s, s
oci
al a
nd
w
ellb
ein
g a
ctiv
itie
s fo
r o
lder
peo
ple
, ho
lid
ay
pro
gra
mm
es, t
hea
tre
an
d a
rts,
co
nfi
den
ce
pro
gra
mm
es f
or
you
ng
wo
men
, po
p u
p
thea
tre,
an
d a
ra
ng
e o
f g
ard
enin
g p
roje
cts.
Creating opportunity for Lewisham people
We
wer
e p
rou
d t
o s
po
nso
r L
ewis
ha
m Y
ou
th C
on
fere
nce
in
20
15, o
ne
of
29
pro
ject
s su
pp
ort
ed b
y
ou
r C
om
mu
nit
y F
un
d. T
his
in
spir
ing
ev
ent
att
ract
ed 5
00
peo
ple
an
d w
as
org
an
ised
by
loca
l ch
ari
ty
Ele
va
tin
g S
ucc
ess.
We
are
su
pp
ort
ing
it
ag
ain
in
20
16.
We
wan
t our
resi
dent
s to
live
in c
omfo
rtab
le a
nd s
ecur
e ho
mes
, and
in a
ttra
ctiv
e an
d sa
fe n
eigh
bour
hood
s
whe
re c
omm
unit
ies
can
thri
ve. W
e w
ill w
ork
wit
h ou
r par
tner
s to
sec
ure
inve
stm
ent i
n em
ploy
men
t and
trai
ning
init
iati
ves
and
com
mun
ity
deve
lopm
ent.
Connecting Arts and Communities
In 2
015
Lew
ish
am H
om
es’ a
nd
ch
arit
able
org
anis
atio
n t
he
Alb
any
lau
nch
ed a
un
iqu
e p
artn
ersh
ip s
et t
o b
enef
it L
ewis
ham
an
d S
ou
th E
ast
Lo
nd
on
cu
ltu
rally
, so
cial
ly a
nd
eco
no
mic
ally
.
Th
e A
lban
y is
est
abli
shin
g it
self
as
a le
adin
g L
on
do
n a
rts
ven
ue
and
co
mm
un
ity
hu
b. I
t p
rovi
des
a c
reat
ive
cen
tre
for
lear
nin
g
wit
hin
th
e co
mm
un
ity,
co
ntr
ibu
tin
g t
o c
ult
ura
l, so
cial
an
d
eco
no
mic
ben
efit
s, a
nd
sh
ares
Lew
ish
am H
om
es’ c
om
mit
men
t to
co
mm
un
ity
eng
agem
ent.
By
wo
rkin
g in
par
tner
ship
we
wan
t to
cre
ate
lon
g-l
asti
ng
an
d
gro
win
g o
pp
ort
un
itie
s th
at m
ake
a re
al d
iffe
ren
ce t
o L
ewis
ham
fa
mil
ies.
We
wil
l cre
ate
mo
re o
pp
ort
un
ity
for
Lew
ish
am
Ho
mes
’ res
iden
ts, a
nd
incr
ease
th
e re
ach
of
the
Alb
any’
s in
no
vati
ve e
ng
agem
ent
acti
viti
es a
cro
ss t
he
b
oro
ug
h, b
eyo
nd
its
thri
vin
g c
om
mu
nit
y h
ub
.
Th
e A
lban
y’s
com
mu
nit
y h
ub
is lo
cate
d in
th
e n
ort
h o
f th
e b
oro
ug
h w
her
e th
e m
ajo
rity
of
Lew
ish
am H
om
es’ r
esid
ents
live
. Th
e L
ewis
ham
H
om
es n
ort
h a
rea
ho
usi
ng
off
ice
relo
cate
d t
o
the
Alb
any
in J
uly
20
15.
• S
etti
ng
ou
t lo
cal i
mp
rove
men
t p
lan
s fo
r o
ur
es
tate
s an
d i
mp
rove
the
loo
k, f
eel a
nd
qu
ali
ty
of
ou
r n
eig
hb
ou
rho
od
s.
• In
crea
sin
g t
he
sup
ply
of
affo
rdab
le h
ou
sin
g b
y b
uil
din
g 5
00 n
ew h
om
es, i
den
tify
ing
op
po
rtu
nit
ies
fo
r ad
dit
ion
al d
evel
op
men
t an
d im
pro
vin
g
ho
usi
ng
fo
r o
lder
peo
ple
.
• In
crea
sin
g t
he
cho
ices
ava
ilab
le t
o d
iver
sify
re
sid
ent e
ng
ag
emen
t op
po
rtu
nit
ies
incl
ud
ing
ch
ance
s to
hav
e a
say
usi
ng
on
lin
e ch
ann
els.
• P
rovi
din
g g
oo
d q
ual
ity
ener
gy
effi
cien
t h
om
es b
y C
om
ple
tin
g o
ur
pro
gra
mm
e o
f D
ecen
t Ho
mes
in
tern
al w
ork
s an
d r
aisi
ng
sta
nd
ard
s fo
r
inve
stm
ent
in h
om
es w
e m
anag
e.
• E
nsu
rin
g w
e h
ave
the
rig
ht
info
rmat
ion
to
bas
e in
vest
men
t p
lan
nin
g a
nd
dec
isio
ns
by
sett
ing
o
ut
a 30
yea
r p
lan
fo
r in
vest
men
t.
• S
ecu
rin
g in
vest
men
t w
ith
ou
r p
artn
ers
and
p
rovi
de
op
po
rtu
nit
y fo
r p
eop
le
thro
ug
h tr
ain
ing
an
d e
mp
loym
ent
pro
gra
mm
es t
hat
ad
d v
alu
e to
th
e co
mm
un
ity.
• D
eliv
erin
g a
pp
ren
tice
ship
a
nd
gra
du
ate
tra
inin
g
pla
ces.
• In
vest
ing
an
nu
ally
in
com
mu
nit
y p
art
ner
ship
s.
Our Plans
We
will
do
this
by:
We
will
bui
ld th
rivi
ng n
eigh
bour
hood
s by
impr
ovin
g th
e qu
alit
y of
our
est
ates
and
incr
easi
ng h
ousi
ng
supp
ly. W
e w
ill g
ener
ate
inve
stm
ent i
n Le
wis
ham
to b
uild
str
onge
r com
mun
itie
s, p
rovi
de tr
aini
ng a
nd
empl
oym
ent o
ppor
tuni
ties
and
bui
ld lo
cal p
artn
ersh
ips.
Co
un
cill
or
Da
mie
n E
ga
n, n
ew r
esid
ent
Ver
on
ica
Mig
hty
, Ma
yo
r o
f L
ewis
ha
m S
ir
Ste
ve
Bu
llo
ck a
nd
Ch
air
of
Lew
ish
am
Ho
mes
B
oa
rd J
uli
a C
ott
on
ou
tsid
e th
e fi
rst
cou
nci
l h
ou
sin
g b
uil
t in
Lew
ish
am
fo
r 30
yea
rs.
1415
LEWISHAM HOMES BUSINESS PLAN 2015/19
500
new homes
by 2019
LEWISHAM HOMES BUSINESS PLAN 2015/19
Satisfaction with
home increased
from 61%
(2010)
6272
Households have had Decent
Homes work completed,
we’re aiming for 100%by 2016
to 70% (20
14)
and target 85%
(2019)
SUSTAIN
ABLE F
UTURE
Sustainable
Futu
re
We
ha
ve r
edu
ced
ou
r m
an
ag
emen
t fe
e b
y £
3.8
mil
lio
n s
ince
20
07
wh
ile
incr
easi
ng
res
iden
t sa
tisf
act
ion
fro
m 5
8%
to
71%
. We
ha
ve c
on
tin
ued
to
d
eliv
er b
elo
w i
nfl
ati
on
in
crea
ses
in o
ur
serv
ice
cha
rges
an
d r
ents
an
d
serv
ice
cha
rge
leve
ls i
n L
ewis
ha
m r
ema
in a
mo
ng
st t
he
low
est
in L
on
do
n.
Service Costs – How We Compare
PER WEEK
2011
2012
2013
2014
Lew
isha
m S
ervi
ce C
harg
e£6
.06
£6.18
£7.6
1£7
.72
Lond
on A
vera
ge£8
.68
£8.7
6£9
.21
£9.0
8
Lew
isha
m R
ent
£81.6
1£8
7.40
£91.2
0£9
5.64
Lond
on A
vera
ge£8
9.33
£95.
50£9
9.26
£103
.76
We
aim
to
del
iver
gre
at
valu
e se
rvic
es a
nd
be
as
effi
cien
t a
s w
e ca
n. S
ince
we
sta
rted
ou
t w
e’ve
sa
ved
£
1.1
mil
lio
n o
n lo
st r
ent
by
rep
air
ing
an
d r
e-le
ttin
g
pro
per
ties
mo
re q
uic
kly
.
We
ha
d o
ur
bes
t ev
er y
ear
for
ren
t co
llec
tio
n
coll
ecti
ng
an
ad
dit
ion
al £
1.7
mil
lio
n a
nn
ua
lly
com
pa
red
to
20
07
per
form
an
ce le
vels
. We’
ve a
lso
su
pp
ort
ed o
ur
resi
den
ts t
hro
ug
h w
elfa
re r
efo
rm
an
d i
n 2
014
/15
ass
iste
d p
eop
le t
o c
laim
mo
re t
ha
n
£30
0,0
00
in
ben
efit
s.
We
ha
ve t
ak
en a
big
ste
p t
o i
mp
rovi
ng
tec
hn
olo
gy
an
d s
yste
ms
by
inso
urc
ing
ou
r IC
T s
ervi
ces.
Th
is w
ill
giv
e u
s m
ore
fre
edo
m t
o d
evel
op
on
lin
e se
rvic
es a
nd
im
pro
ve o
ur
inte
rna
l sys
tem
s a
nd
be
mo
re e
ffic
ien
t u
sin
g t
ech
no
log
y.
Sa
tisf
act
ion
wit
h r
epa
irs
an
d m
ain
ten
an
ce s
erv
ices
is
con
tin
uin
g t
o r
ise.
We
kn
ow
th
at
rep
air
s is
a t
op
pri
ori
ty
for
ou
r re
sid
ents
an
d w
e a
re
inv
esti
ng
in
th
e se
rvic
e. W
e h
av
e g
ener
ate
d a
dd
itio
na
l £
345,
00
0 i
nco
me
by
ca
rry
ing
o
ut
inte
rna
l Dec
ent
Ho
mes
w
ork
s fo
r re
sid
ents
, a
chie
vin
g 9
4%
sa
tisf
act
ion
.
We
will
bui
ld a
sus
tain
able
futu
re b
y en
suri
ng th
at w
e ar
e w
ell m
anag
ed a
nd re
spon
sive
to th
e ne
eds
of o
ur re
side
nts,
the
com
mun
ity
and
our p
artn
ers.
We
aim
to d
eliv
er g
reat
val
ue s
ervi
ces
ensu
ring
we
are
as e
ffici
ent a
s w
e ca
n. W
e w
ill s
et
effec
tive
gov
erna
nce
arra
ngem
ents
that
ena
ble
us to
per
form
wel
l and
del
iver
exc
elle
nt a
nd a
ffor
dabl
e se
rvic
es.
Our Costs
£3.8m
Tenant
Satisfaction
13%
• In
crea
sin
g tu
rno
ver
in o
ur
rep
air
s se
rvic
e
by
£3
mil
lio
n u
sin
g o
ur
rep
airs
ser
vice
mo
re
and
co
ntr
acto
rs le
ss.
• R
evie
win
g o
ur
exp
end
itu
re e
ach
yea
r so
we
can
in
vest
in b
ette
r h
om
es a
nd
ser
vice
imp
rove
men
ts,
do
mo
re w
ith
less
an
d b
uil
d o
n t
he
effi
cien
cies
we’
ve
alre
ady
mad
e b
y p
rio
riti
sin
g r
eso
urc
es t
o d
eliv
er
serv
ices
eff
icie
ntl
y.
• C
on
tin
uin
g o
ur
par
tner
ship
wit
h t
he
cou
nci
l to
pro
vid
e n
ew h
ou
sin
g, l
oo
k a
t n
ew f
orm
s o
f h
ou
sin
g p
rovi
sio
n
and
acq
uis
itio
n t
hat
ass
ist
in m
eeti
ng
its
stat
uto
ry
ho
usi
ng
ob
lig
atio
ns,
an
d p
urc
ha
se 8
0 h
om
es to
p
rov
ide
tem
po
rary
ho
usi
ng
fo
r L
ewis
ha
m r
esid
ents
.
• Im
pro
vin
g te
chn
olo
gy
an
d s
yste
ms
so t
hat
ou
r se
rvic
es a
nd
su
pp
ort
are
eas
y to
acc
ess
and
eff
icie
nt,
u
sin
g m
ob
ile
tech
no
log
y to
en
han
ce t
he
way
we
wo
rk.
• G
row
ing
the
bu
sin
ess
by
incr
easi
ng
ou
r ca
pac
ity
to
del
iver
, in
clu
din
g g
rou
nd
s m
ain
ten
ance
, maj
or
w
ork
s, b
oil
er r
epla
cem
ents
an
d in
tro
du
cin
g s
ame
d
ay r
epai
rs a
pp
oin
tmen
ts.
• Im
ple
men
tin
g t
he
fin
din
gs
of
ou
r g
ove
rnan
ce
revi
ew s
o w
e ar
e w
ell m
anag
ed w
ith
g
oo
d s
yste
ms
of
go
vern
an
ce
ensu
rin
g w
e ar
e ef
fect
ive
and
d
eliv
er o
n o
ur
pro
mis
es.
• Im
pro
vin
g th
e en
erg
y ef
fici
ency
of
ho
mes
we
man
age
to a
n S
AP
rat
ing
o
f 72
.
Our Plans
We
will
do
this
by:
80 n
ew h
omes
for t
empo
rary
hous
ing
need
in L
ewis
ham
We
plan
to g
row
our
repa
irs
serv
ice
turn
over
by
£3 m
illio
n16 LEWISHAM HOMES BUSINESS PLAN 2015/19
17
We
will
bui
ld a
sus
tain
able
futu
re fo
r our
resi
dent
s, th
e co
mm
unit
y an
d
our b
usin
ess.
We
will
be
effici
ent a
nd e
ffec
tive
and
gro
w o
ur b
usin
ess
so th
at w
e ca
n de
liver
mor
e fo
r les
s. W
e w
ill in
vest
in o
ur p
rope
rtie
s
mak
ing
them
ene
rgy
effici
ent a
nd a
ffor
dabl
e fo
r the
futu
re.
LEWISHAM HOMES BUSINESS PLAN 2015/19
EM
PLO
YER O
F C
HO
ICE
Employer of Choice
We
are
prou
d of
our
peo
ple
and
our
wor
k. W
e w
ant o
ur e
mpl
oyee
s to
be
grea
t lea
ders
and
to d
evel
op th
eir
skill
s an
d ca
reer
s at
Lew
isha
m H
omes
.
Toge
ther
we
will
bui
ld a
team
who
deliv
er g
reat
hou
sing
ser
vice
s fo
r
thri
ving
nei
ghbo
urho
ods.
We
hav
e u
sed
ou
r va
lues
to
mo
tiva
te a
nd
re
cog
nis
e th
e ac
hie
vem
ents
of
ou
r p
eop
le.
In 2
014
we
reta
ined
ou
r II
P a
ccre
dit
atio
n
wit
h a
n im
pro
ved
bro
nze
rat
ing
, ou
r ar
eas
of
stre
ng
th w
ere
in o
ffer
ing
go
od
car
eer
dev
elo
pm
ent
op
po
rtu
nit
ies
and
re
sou
rces
fo
r le
arn
ing
.
We
hav
e d
ou
ble
d p
arti
cip
atio
n in
o
ur
staf
f su
rvey
an
d p
rio
riti
sed
sta
ff
eng
agem
ent,
par
ticu
larl
y si
nce
bri
ng
ing
em
plo
yees
to
get
her
at
ou
r n
ew o
ffic
e.
• R
ecru
itin
g, d
evel
op
ing
an
d r
eta
inin
g e
xce
llen
t sta
ff.
• P
rovi
din
g o
pp
ort
un
itie
s fo
r yo
un
g p
eop
le a
nd
a m
ix
of
trai
nin
g a
nd
on
-th
e-jo
b e
xper
ien
ce t
hro
ug
h o
ur
gra
du
ate
an
d a
pp
ren
tice
pro
gra
mm
es.
• S
up
po
rtin
g o
ur
emp
loye
es t
o p
rog
ress
th
eir
care
ers
thro
ug
h i
nte
rna
l dev
elo
pm
ent o
pp
ort
un
itie
s, t
rain
ing
an
d m
ento
rin
g, a
s w
ell a
s d
evel
op
ing
gre
at le
ader
s.
• R
eco
gn
isin
g a
nd
rew
ard
ing
ex
cell
ence
b
y m
od
ern
isin
g o
ur
pay
sch
eme
and
ce
leb
rati
ng
ach
ieve
men
ts.
• S
up
po
rtin
g p
eop
le b
y o
ffer
ing
h
ealt
h, w
ellb
ein
g a
nd
so
cia
l in
itia
tive
s as
par
t o
f o
ur
emp
loye
e en
gag
emen
t an
d
dev
elo
pm
ent
pla
ns.
• R
ais
ing
ou
r p
rofi
le to
a
ttra
ct g
oo
d c
an
did
ate
s.
• A
chie
ve I
nve
sto
rs in
P
eop
le G
old
Sta
nd
ard
in
20
15/1
6.
Our Plans
We
will
do
this
by:
To a
chie
ve o
ur g
oals
and
del
iver
exc
elle
nt s
ervi
ces
to o
ur re
side
nts
we
need
gre
at p
eopl
e on
our
team
. We
inve
st in
our
sta
ff
thro
ugh
a ra
nge
of le
arni
ng a
nd d
evel
opm
ent p
rogr
amm
es, i
nclu
ding
asp
irin
g m
anag
ers,
men
tori
ng a
nd le
ader
ship
ski
lls.
It is
impo
rtan
t to
us to
cre
ate
oppo
rtun
ity
and
inve
st in
our
em
ploy
ees
to e
nsur
e th
ey g
ive
thei
r bes
t.
TEAM
MEM
BER
Andre
w A
ddo
Lew
ish
am H
om
es’ s
coo
ped
tw
o
awar
ds
at t
he
May
or’
s an
nu
al
Cel
ebra
tin
g A
chie
vem
ents
Aw
ard
s,
wit
h A
nd
rew
Ad
do
win
nin
g t
he
Ou
tsta
nd
ing
Co
ntr
ibu
tio
n A
war
d
and
th
e R
epai
rs t
eam
rec
eivi
ng
th
e O
uts
tan
din
g T
eam
Aw
ard
.
Ou
r In
com
e T
eam
wer
e re
cog
nis
ed a
s o
ur
Tea
m o
f th
e Y
ear
at o
ur
ann
ual
em
plo
yee
awar
ds.
Th
e te
am h
ad a
n
ou
tsta
nd
ing
yea
r co
llec
tin
g
100
% r
ent
for
the
firs
t ti
me.
TEAM
Income Team
Kent
ist B
arre
tt jo
ined
Lew
isha
m H
omes
as
an a
ppre
ntic
e an
d ha
s ta
ken
oppo
rtun
itie
s to
shin
e as
com
pere
for o
ur e
mpl
oyee
aw
ards
,
and
othe
r loc
al e
vent
s.
Team
Mem
ber, Kentist B
arrett
We’
re a
imin
g fo
r...
IIP G
old
Ti
mes
Top
100
1918
LEWISHAM HOMES BUSINESS PLAN 2015/19LEWISHAM HOMES BUSINESS PLAN 2015/19
OLD TOWN HALL9AM-5PM MON, TUE, THUR, FRI
10AM-5PM WED
Catford Road,
London
SE6 4RU
THE ALBANY9AM-5PM MON, TUE, THUR, FRI
10AM-5PM WED
Douglas Way,
Deptford,
London
SE8 4AG
HONOR OAK HOUSING OFFICE
9AM-1PM & 2-4.30PM TUE, THUR
Spalding House,
Turnham Road,
London
SE4 2HT
0800 028 2 028
or 020 8613 4000
lewishamhomes.org.uk
facebook.com/lewishamhomes
@lewishamhomes
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