foster carer prog - Council meetings - Lewisham Council

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Questionnaire and focus groups Lewisham Homes Costs • Bills for major works can be exceptionally high (e.g. £60,000 per property for a new roof) • Service charges are increasing above the rate of inflation (but the quality of the services provided are decreasing) • Bills are not broken down into sufficient detail – it is not always clear what you are paying for - a complete breakdown is required • The cost of certain repairs and works seems exceptionally high – poor value for money is being obtained • There is a perception that leaseholders are covering the cost of work done to tenanted properties • Errors are sometimes made and leaseholders are charged for work that has not been carried out • Leaseholders should not have to pay for anti-social behaviour services • Costs could be reduced if work was managed better – scaffolding often lays idle for months at a time. Standards • External decoration is sometimes carried out at inappropriate times (e.g. in December – then needs to be re-done due to weather conditions damaging paint) • Repairs, maintenance and major works are often of poor quality • External decoration not always carried out frequently enough (e.g. painting) • A feeling that some maintenance work (e.g. rubbish removal, cleaning communal areas, window cleaning, gardening, caretaking) is not actually being carried out or is being carried out very poorly • Good caretakers • Poor response times when repairs are reported • Leaseholders have to ‘chase’ to get routine repairs and maintenance completed • There should be more inspection of the work that is carried out by contractors • The cleaners are doing a great job (but tenants need to take more care of their homes) 12 The Council’s obligations to leaseholders
Questionnaire and focus groups • Some leaseholders feel they need to carry out repairs themselves to ensure they are done on time and to an acceptable standard • Leaseholders are not allowed to paint their own window frames, even though they would be pay for it themselves and it would improve the look of the building • Overall Lewisham Homes provides a good service to its leaseholders. Provision of information/communication • It can take a long time to receive a response to letters, phone calls and emails • Little or no information is provided as to (a) when planned works are to take place; (b) who the contractors are; (c) why they have been chosen; and (d) how much it is going to cost • Information provided on major works is complicated but provides adequate information on figures • Staff taking details of repairs sometimes have poor communication skills • Disappointment that a local housing office has been closed • Glossy magazines, branded tea towels and shopping bags etc. are not wanted – the money spent on this could be used to reduce service charge bills • Not enough information has been provided on new charges (e.g. charges for anti-social behaviour services) • Explanations are rarely given as to why final bills are more than estimated bills • Housing managers approach leaseholders with the pre-supposition that they are hostile and belligerent • Agreements made with housing officers are overturned by other officers with no explanation provided and contradictory advice is given by different officers. Miscellaneous • One owner of a converted flat in a Victorian property suggested that leaseholders should be awarded the freehold so owners could give the properties the care and attention they deserve • Enforcement action against tenants that do not adhere to the terms of their tenancy should be taken (e.g. if they fail to properly maintain their property or garden, have dangerous dogs off the lead in communal areas etc.) The Council’s obligations to leaseholders 13
Page 1 and 2: The Council’s obligations to leas
Page 3 and 4: Chair’s introduction Cllr Alex Fe
Page 5 and 6: Executive summary for each leasehol
Page 7 and 8: Key lines of enquiry • When will
Page 9 and 10: Methodology The results of the surv
Page 11 and 12: Questionnaire and focus groups 6. T
Page 13: Questionnaire and focus groups •
Page 17 and 18: Questionnaire and focus groups •
Page 19 and 20: Questionnaire and focus groups •
Page 21 and 22: Findings A: Background 19. There ar
Page 23 and 24: Findings B: The Standard of Repairs
Page 25 and 26: Findings 32. We asked if compensati
Page 27 and 28: Findings section 20 notice covering
Page 29 and 30: Findings Key lines of enquiry 42. W
Page 31 and 32: Findings 46. Regenter accepted that
Page 33 and 34: Findings 50. How many Lewisham leas
Page 35 and 36: Findings 54. What is the process fo
Page 37 and 38: Findings 57. What payment options a
Page 39 and 40: Findings 62. What is the value of o
Page 41 and 42: Findings • during a falling marke
Page 43 and 44: Findings 78. Examples of comments l
Page 45 and 46: Findings 83. How do Lewisham Homes
Page 47 and 48: Findings 85. Are leaseholders provi
Page 49 and 50: e answered within 10 working days a
Page 51 and 52: Findings noted that the external fa
Page 53 and 54: Recommendations Our recommendations
Page 55 and 56: Recommendations allow a clear and c
Page 57 and 58: Recommendations Recommendation Prio
Page 59 and 60: Recommendations Recommendation Prio
Page 61 and 62: Glossary ALMO EXOR KLOE L&Q LVT Reg
Page 63 and 64: key legislation relating to the man
Page 65 and 66:
Appendices Appendix B: Results of t
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Appendices answered question 93 ski
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Page 71 and 72:
Page 73 and 74:
Page 75 and 76:
Page 77 and 78:
Page 79 and 80:
Appendices Appendix C: The Committe
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Appendices Ruddock requested this.
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Appendices block my window. The ini
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Appendices in the bill being carrie
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Appendices previous officers are ov
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Appendices unreliably overcharged.
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Appendices area much better managed
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Appendices Appendix D: Results of t
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Some of the leaseholders had been t
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Appendices become damp and start cr
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Appendices “We were told to get a
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Appendices “Our communal area is
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Appendices that there was a mistake
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Appendices Appendix E: Regenter B3
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Appendices Appendix F: Lewisham Hom
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Appendices Leaseholders were asked
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Appendices The leaseholders who had
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foster carer prog - Council meetings - Lewisham Council

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