Charter Mark Health Check 2007

Mike Keeping
Head of Housing Services
Lewes District Council
Southover House
Lewes District Council
Lewes  BN7  1AB
2 July 2007

Charter Mark 'Health Check' Assessment - Housing Service: Lewes District Council

I am pleased to report that as a result of my ‘health check’ assessment of 29 June I can confirm that Lewes District Council’s Housing Service continues to comply with the Cabinet Office’s Charter Mark standard.

Since the Charter Mark assessment in October 2005 you have made significant improvements to the services that have won the approval of your tenants. This is reflected in the high satisfaction ratings recorded in the latest tenants’ survey and the many complementary comments offered to me by tenants during my visit.

During the assessment I spoke with staff, customers and representatives from partner organisations who all confirmed your commitment to delivering a customer focused service. The arrangements you have in place to ensure effective two-way consultation are robust and effective and your service delivery continues to meet customer needs in a timely and appropriate manner. The comment made to me by one elderly tenant sums up the commitment of your staff to deliver the best possible service.  The comment was "everyone is approachable and they always have time for you".

You set, and meet, demanding service standards that results in a performance that puts you in the top echelon of housing services.  You communicate with customers and potential customers clearly and effectively in a number of different ways to ensure the information needs of all customers are met.

Tenants gave particular praise to the quality of your Scheme Managers and the speed of your repairs service.  There was also real appreciation for your endeavours to build successful community activities on estates where social problems have been identified in the past. 

Council members who were present at different times during the day recognised your success in building and nurturing a community spirit on your estates and made many complementary comments about the results of your actions.

We discussed your plans for further improvements in the service so that when the next Charter Mark assessment falls due in 2008 you will continue to be able to demonstrate full compliance.
                                                                                                           
Trevor James
Charter Mark Assessor