First Regular Update

Published: 9/8/14
Updated: 25/8/14

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Customer Satisfaction Survey

MEL Research is conducting a customer satisfaction survey on behalf of Lewisham Homes. Survey invitations were apparently sent to all current leaseholders; however, it seems their database was seriously out of date.

If you haven't received an invitation, please contact Gareth Mostyn at LH and have him update your details in the database. You'll also need to reach out to Jack Harper at MEL Research so somebody on his team can send you an invitation before the survey closes.

Status: The survey remained open as of Friday (7/8/14), although it is unclear how much longer it will remain so.
Update (25/8/14): Unclear whether the survey remains open. Results have not yet been published.

Disappointing Unexpected Delays

Leaseholders on the ex-Crusaders' Co-op Estate were due to have their leaseholder sign-off this week, at the end of their much-delayed major works programme. The sign-off meeting had previously been postponed three times (by Lewisham Homes), and it was hoped that this fourth scheduled meeting would take place as planned.

The day before the meeting was due to take place, one leaseholder discovered that the LH manager who arranged the meeting was on annual leave for two weeks, not returning until the 18th of August. He also noted that several of the agreed items of work remained outstanding at that time.  

Status: The meeting did not take place, and management of LH have yet to provide an explanation.
Update (25/8/14): The meeting has been rescheduled for 29/8/14. Several items of work remain to be completed before the meeting can take place.

When is a Complaint Not a Complaint?

Leaseholders on Tanner's Hill Estate sent a series of nine written complaints on a single issue over a 12-day period beginning on 18 July 2014. The messages were clearly marked as complaints and were sent to the complaints team at Lewisham Homes.

It wasn't until the ninth message in the series that LH logged the matter as an official complaint. As such, they started the clock from 31 July 2014. Their complaints policy gives them 10 working days to resolve the matter (14 August 2014).  

Status: To date this complaint remains open. 
Update (25/8/14): Residents received an official response on1/8/14. On 5/8/14 residents requested an additional item be completed before the complaint be marked as closed. Lewisham Homes have not responded to this request. Additionally, the problem which led to the complaint in the first place has recurred at least once.

Whose Job is it Anyway?

Leaseholders on Crossfields Estate have queried the ownership of sewage pipes that run from their buildings to the main sewer. Their SoW includes for pipe repair (at significant costs, naturally), and leaseholders are also charged for on-going maintenance to road drains outside their buildings in their yearly service charges. In October 2011, Thames Water took on ownership of all private pipes, sewers and drains. Sewer pipes to blocks of flats are their responsibility to maintain.

At Crossfields there is a combined sewer system so Thames Water are also responsible for the surface water drains in the estate's roads and forecourts. Leaseholders have requested to see proof of whether Lewisham Homes has chosen to 'adopt' the drains and pipes from Thames Water. If they have, this means they have chosen (without consultation) to subsidise a major private corporation in their responsibility to maintain items in their ownership, and leaseholders will also have unwittingly been subsidising Thames Water.

Leaseholders are paying for the maintenance of drains in their water rates, so would appear to be paying twice. If Lewisham Homes has not formally 'adopted' the drainage systems on their property, the management has failed to register that the drains and pipes are not their responsibility. Whilst Crossfields has confirmation that their pipes and drains are owned by Thames Water, this may have ramifications for all Lewisham Homes properties across the borough.

Status: Crossfields leaseholders raised this issue on Friday afternoon, so management of LH haven't had time to respond. The question remains open as to whether or not the drain works are within LH's remit. 
Update (25/8/14): Lewisham Homes have instructed Mitie not to carry out any drainage works until this issue is resolved. Residents are due to meet with Lewisham Homes management on 11/9/14 to discuss. No word from Lewisham Homes on whether or not this issue impacts other estates.

It's Only an Estimate!

Numerous leaseholders on a variety of LH estates have reported errors in the statements of work they've received from Lewisham Homes. The response from management of Lewisham Homes has been that as long as the work done falls within the statement of work it's fair game. So, if they quote 100 of something, but only do 85, it's fine. Conversely this implies that residents would be consulted before any work beyond the statement of work was undertaken.

Leaseholders on Tanner's Hill Estate recently uncovered significant additional work being performed that's within scope of their SoWs (brickwork re-point increased to 2,000 sq. metres from 30 sq. metres). This work is expected to add at least £65,000 to the cost of the work on the block. This works out to an increase in the final cost of more than £2,500 per property.  

Status: Management of LH have promised to look into this issue.
Update (25/8/14): Management of Lewisham Homes are looking into the matter and have promised leaseholders on the block a formal response this week.