LLL - Frequently Asked Questions (FAQs)

If you wish, you can download these LLL FAQs (revised Oct 2023) (pdf file).

Cost, funding, timing and keeping up to date with the LLL

1. How much is the Lambeth Housing Standard worth?
2. Where is the money coming from? 
3. What happens if the Government changes and the funding is pulled? Is there a funding Plan B?
4. Is there a funding gap for the project and how will any shortfall be met?
5. How long will the LLL programme take to deliver?
6. Why is it going to take five years to complete?
7. Are you sure you will be able to deliver on this project over the entire five years? We’ve heard it all before!
8. What happens if the project slips into a sixth year? Will that jeopardise it?
9. When are contractors expected on site to begin work?
10. What works were scheduled to take place in the first year of the programme?
11. Is there an LLL hotline I can call for information and updates?
12. Does the LLL project link to the wider planned housing regeneration schemes?

Surveying homes

13. Why are you carrying out surveys of homes?

Pilot or show estates

14. Are there going to be any pilot or show estates and, if so, where will they be located?

The LLL and tenants

15. When will I know if my home will benefit?
16. Why isn’t my home included when homes on the neighbouring block are getting works?
17. My block isn’t scheduled for any works. Why not, when my bathroom badly needs replacing?
18. Why is my home and estate one of the last to get works done? Or why is it not on the list of homes to be repaired this year?
19. I know that works on this project have already started, but my estate doesn’t appear to be scheduled for any works. Why is this?
20. Does the LLL cover estate properties only or are street properties included on the programme?
21. I live in a street property without a Tenant & resident Association (TRA). How do I keep up to date with what’s going on with the LLL and will there be any information events held?
22. I live in sheltered housing. Is my home included in the programme?
23. Will my rent go up to pay for the works?

The LLL and leaseholders

24. When can I expect an estimate for my contribution?
25. What consultation will I receive?
26. How much say do I have in the works, cost of the works and the contractors used?
27. I’m a leaseholder and my windows need replacing. Will they be renewed under the LLL?
28. What happens if I pay my share of the costs and then sell my home before the work is complete? Will I get a refund? 
29. I think my contribution is excessive. How can I challenge the costs?
30. I rent my home but my landlord (the leaseholder) doesn’t live here. Will I have a say in what happens to my home and will my rent increase as a result of the works?

LLL works in your home: tenants and leaseholders

31. Will I have any say over the larger scale work carried out in my home?
32. How much say will I have over the detail of the works carried out? For example can I choose the colour of my kitchen floor and the kind of finish I can expect? What about boxing in wires and pipes? When do I need to make those kinds of decisions?
33. How much disruption will the work cause to my day-to-day life?
34. Will the contractor protect my furniture, carpets and flooring from damage and dirt?
35. Will I have to move out of my home while the works are carried out?
36. How long will the work to my property take?
37. Do any of the works require planning permission and has this been factored into the wider scheme?
38. Shouldn’t the types of repairs being scheduled under this programme already be carried out by law?
39. Will this project impact on any repairs I may need to my home?
40. If I am not happy about any element of the works, how do I make my views known?

Satisfaction with the LLL

41. How will Lambeth London Living know that tenants are happy when the works are finished?

 

Cost, funding, timing and keeping up to date with the LLL

1. How much is the Lambeth Housing Standard worth?

The Lambeth Housing Standard (LLL) is a £450 million programme to improve the physical quality of residents’ homes and also help improve residents’ quality of life. The LLL will make sure all council homes in Lambeth are warm, dry and safe.

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2. Where is the money coming from?  

Funding is through a mixture of borrowing, money from the Government’s Decent Homes Fund, and from Lambeth London Living and Lambeth Council.

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3. What happens if the Government changes and the funding is pulled? Is there a funding Plan B?

Only a portion of the funding is from Government so we don’t expect the scheme to be at risk if there is a change of government.

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4.  Is there a funding gap for the project and how will any shortfall be met?

There is a small shortfall in funding but we are working very closely with Lambeth Council, our contractors and the LLL team to improve efficiencies and close this gap. We already have plans for the delivering the LLL over the next five years. But it is a complex project and it is likely that elements will change over the course of the programme.

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5. How long will the LLL programme take to deliver?

It’s a five-year programme of improvements with an overall plan for the whole 5 years. This is supported by detailed plans for each year, which are agreed before the start of each financial year.  We will publish the following on the Lambeth London Living website and in Living Local.

  • year-by-year plans for works to be done
  • statistics on how much work has been completed
  • information about how satisfied residents are with the completed work.

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6. Why is it going to take five years to complete?

It’s a huge programme, involving work to around half of Lambeth London Living’s homes. We want to deliver value for money and make sure you are satisfied with the work carried out. A project of this size and complexity will take time to complete if residents are to be happy with the outcome.

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7. Are you sure you will be able to deliver on this project over the entire five years? We’ve heard it all before!

For the first time Lambeth has matched its aspirations for improving your homes with a funding package to support it. This was made possible by a political commitment to deliver, as well as changes at a national level which allowed us to obtain funding in a different way. All elements of the project will be completed to the same high standard regardless of where in the five-year project the work will be carried out. You can read some of the case studies from satisfied residents on the website.

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8. What happens if the project slips into a sixth year? Will that jeopardise it?

No. If some work has to be carried out in 2017/18 the funds to complete any contractually committed works will be rolled forward with it.

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9. When are contractors expected on site to begin work?

Work began on three pilot estates at the end of 2012 and has continued in 2023. We held focus groups with residents on these estates in Spring 2023, to find out what they think worked well and what didn’t in the first six months of the LLL programme.  We are using what they told us to improve how we deliver the LLL.

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10. What works were scheduled to take place in the first year of the programme?

Works carried out in the first year of the programme were mostly urgent and were carried out to make sure homes and estates meet current health and safety standards – for example we replaced a lot of front doors to meet fire safety and security standards. Then we started work on the three pilot estates.

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11. Is there an LLL hotline I can call for information and updates?

There is no hotline. But if you are due to receive works in 2012/13 you can email the area teams to find out more information about works to your home and estate.

In addition updates about improvement works to particular estates, blocks of properties or street properties will be published on the Lambeth London Living website and in the quarterly LLL newsletter, Living Standard, which now forms part of the Living Local magazine.

We will only be able to provide you with  detailed information about internal works (like kitchen and bathroom upgrades) once  your home has been surveyed. See the next section on Surveying homes.

You can find out more about our commitment to keeping you involved under the LLL – Keeping you informed.

We will also:

  • write to you introducing the contractors who will be working on your homes before we start works
  • invite you to a meeting to give you the opportunity to find out about the programme for your estate/street, meet the Lambeth London Living team and our partners who will deliver the works to your homes
  • send you newsletters to keep you updated on the improvements to your home and estate or building which also includes contact details for the contractor and Lambeth London Living team.

You will receive an information pack before work starts on your home which will give you the names and phone numbers for contacts who will be able to answer any questions you have.

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12. Does the LLL project link to the wider planned housing regeneration schemes?

Lambeth London Living is working with Lambeth Council on areas of work that could be considered for regeneration, and where possible these will be linked together.

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Surveying homes

13. Why are you carrying out surveys of homes?

We want to be sure homes benefit from having the right works carried out at the right time. By surveying before improvement works are carried out, we can be sure we have the most up-to-date information about the current state of your home.

The survey will let us know exactly what works your home needs to bring it up to the Lambeth London Living. Once we know what is needed we will get in touch with you to set out what works will be done and when they will be done.

Rolling surveys will take place during the life of the LLL project to ensure all Lambeth London Living homes are surveyed over the course of the next 5 years.

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Pilot or show estates

14. Are there going to be any pilot or show estates and, if so, where will they be located?

We want to make sure all tenants are able to see the standard of work they can expect. Therefore we have one estate in each area which will be a show estate. These are:

  • Deronda estate (South)
  • Lilford Estate  (Central)
  • Hemans estate (North)

Each of these estates has a show flat so residents can see the quality and level of investment we are making.  Because works will take time to complete, show estates are planned over a two-year period.

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The LLL and tenants

15. When will I know if my home will benefit?

The LLL is a complex and quite lengthy project and it is likely that elements of the programme will change over the course of the scheme. We are working on a postcode search for the website which will give an indication of when an estate or street will receive works under the LLL. 

In the meantime the outline 5 year programme can be viewed on the website.

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16.  Why isn’t my home included when homes on the neighbouring block are getting works?

The good news is nearly half of Lambeth London Living homes already meet the Standard!

So, our priority has to be on those homes which do not currently meet the Standard.

However, all homes will benefit from the LLL in some way. 

Individual homes which already meet the Standard may benefit from works such as the painting and maintenance of external communal areas (depending on the results of the surveys we are carrying out).

We are also working to ensure we have funding to enable improvements to homes under the ECO (Energy Company Obligation) Scheme to deliver energy efficiency measures, such as insulation, which will make homes cheaper to heat and help reduce fuel poverty.

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17. My block isn’t scheduled for any works. Why not, when my bathroom badly needs replacing?

The LLL prioritises the most urgent work to make sure homes are warm, dry, and safe. The surveys we are carrying out will let us know which homes need work most urgently. 

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18.  Why is my home and estate one of the last to get works done? Or why is it not on the list of homes to be repaired this year?

We know that everyone wants to have their home improved as soon as possible, but spreading the work over five years means we can make sure works are done well, residents are satisfied and standards are achieved. Residents told us, during the original extensive consultation process, what their top priorities are, and that is what we are focusing on.

The early years of the programme are aimed at homes which need the most urgent repairs and improvements to bring them up to standard. Homes which will benefit from the LLL in years 2-5 are those where the repairs and improvements are less urgent.

All estates will be reviewed and assessed through the lifetime of the LLL programme.

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19.  I know that works on this project have already started, but my estate doesn’t appear to be scheduled for any works. Why is this?

The outline five-year programme will be available on the website soon. Dates of consultation meetings for individual estates can be seen on the Events Calendar (and residents will receive invitations to these meetings). We will regularly tweet (we're on Twitter as @lambethliving) to remind residents about these events.

However, it is business as usual for the normal repairs service and for reporting day-to- day repairs.

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20.  Does the LLL cover estate properties only or are street properties included on the programme?

We are surveying all Lambeth London Living homes, including street properties and will carry out work on them if they do not meet the LLL.  Some street properties may be included in the early years of the programme, some in later years.

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21. I live in a street property without a Tenant & Resident Association (TRA). How do I keep up to date with what’s going on with the LLL and will there be any information events held?

Every Lambeth London Living local office will send residents invitations to meetings which will provide information about when works are due in your area. These dates will be published on the website events calendar.

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22.   I live in sheltered housing. Is my home included in the programme?

Sheltered housing is currently being reviewed by Lambeth Council. When this review is complete we will be able to update the 5 year programme.

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23.  Will my rent go up to pay for the works?

There are no plans to increase your rent to help pay for the LLL project. Part of your rent already goes towards paying for major repairs to homes as they would become due.

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The LLL and leaseholders

24. When can I expect an estimate for my contribution?

Service charge estimates are sent out every year, Part 2 of which will include a list of likely major works. This is to give you an idea of when we may carry out works to your home, for which you may be recharged. It is as accurate as possible at the time it is issued and will include the majority of works which will be undertaken.

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25. What consultation will I receive?          

Consultation is in two parts:

  • A first stage letter will be sent telling you of our intention to carry out works. This will include a detailed estimate of the cost of the works to your block (building) and details of the individual items of work where we can provide them. It will also tell you the name of the likely contractor.
  • A second statutory stage Section 20 Notice will be sent to you after this, telling you your likely contribution towards the cost of the works for your property.

You will also be invited to meetings to discuss the scope of the project and to meet the contractors and Lambeth London Living staff who will be happy to answer your questions.

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26. How much say do I have in the works, cost of the works and the contractors used?

We will hold meetings with residents before carrying out major works and we have a statutory duty to issue Section 20 notices to all leaseholders before works begin. Each S20 notice contains:

  • details of the work to be carried out
  • reasons for the work
  • details of the contractor
  • an estimate of the cost and
  • the opportunity to make observations and raise any concerns you may have.

We choose our contractors carefully to ensure they deliver good quality works for the money we are spending. This means that we, and therefore you, get value for money (VFM). Low-cost work carried out to a low standard which would need repeating after a few years would not offer value for money.

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27. I’m a leaseholder and my windows need replacing. Will they be renewed under the LLL?

If the surveys we are carrying out show any works to leaseholder homes are required, then they will be included in the programme. But all such works will be subject to a Section 20 notice, which will add a minimum of three months to the start of any works being undertaken.

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28.  What happens if I pay my share of the costs and then sell my home before the work is complete? Will I get a refund? 

No. Refurbishment works will add to the value of your home and therefore should be reflected in the sale price of the property.

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29.  I think my contribution is excessive. How can I challenge the costs?

As a leaseholder you have a right to challenge the costs. We will send a copy of the government advice Leaseholders rights and responsibilities with each account. It details your rights and how you can challenge costs.

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30.  I rent my home but my landlord (the leaseholder) doesn’t live here. Will I have a say in what happens to my home and will my rent increase as a result of the works?

Your landlord will need to agree what works will take place in your home and will have to contribute to the cost. So you will need to speak to them about this and whether this will be reflected in how much rent you pay.

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LLL works in your home: tenants and leaseholders

31. Will I have any say over the larger scale work carried out in my home?

We consulted extensively with residents before developing the LLL. The final LLL was agreed at the end of the consultation process to reflect and prioritise the repairs and improvements which residents said were important to them. 

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32. How much say will I have over the detail of the works carried out? For example can I choose the colour of my kitchen floor and the kind of finish I can expect? What about boxing in wires and pipes? When do I need to make those kinds of decisions?

Lambeth London Living consulted with residents via a ‘materials panel’ to help select a number of finishes. Although the products have already been chosen by the materials panel there will be a chance for you to choose colours (from a pre-determined range) and influence the design in the following areas:

  • Kitchens:  choice of colour for kitchen units, worktops, tiles, paint and floors plus some input into kitchen design (as long as we can meet health and safety guidelines and there are no structural issues)
  • Bathrooms: choice of colour for floors and tiles
  • Entrance doors: choice of door style (from a pre-determined range) and choice of door colour

Where works require new electrical cables, these will be enclosed in a mini trunking system, except in a kitchen renewal where they will be chased into the walls and plastered over.

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33. How much disruption will the work cause to my day-to-day life?

The level of disruption will differ on a project-by-project basis. All residents will be advised at least one week before work starts in their homes about the level of disruption they can expect.

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34. Will the contractor protect my furniture, carpets and flooring from damage and  dirt?

You will be responsible for moving furniture out of the room for any electric rewiring and packing and clearing your possessions. If you think you will need help with this please speak to the contractor’s Resident Liaison Officer. Contractors will move kitchen appliances. Contractors will put floor protection down except for residents with mobility problems where these could present a trip hazard.

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35. Will I have to move out of my home while the works are carried out?

We don’t expect that this will be necessary for the majority of people. All households will have an opportunity for contractors to meet them at home before any works take place. At this meeting, details of planned works will be explained to you and your needs assessed. 

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36. How long will the work to my property take?

We are asking all tenants to block out 15 working days (3 weeks). This means we can cover any larger or unexpected works without causing you further inconvenience.

To minimise disruption, work will only be carried out on weekdays between 8am and 5pm.

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37. Do any of the works require planning permission and has this been factored into the wider scheme?

Planning permission has already been factored into the project. There are some elements of work across the five-year programme that will need planning permission. We have been (and continue) working closely with the Lambeth’s Planning team to make sure that everything is in place to ensure the LLL runs smoothly.

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38. Shouldn’t the types of repairs being scheduled under this programme already be carried out by law?

Major improvements are needed in a range of areas. Bringing these together with the part of the programme which forms our legal obligation will allow us to deliver a joined-up and effective value-for-money programme.

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39. Will this project impact on any repairs I may need to my home?

If your home already meets the LLL, your repairs will be carried out as normal.

If your home is in the LLL programme, we will do any basic repair work that is required, but leave the more significant jobs and replacements until the major works are being done. It is not a question of whether we will do any replacement, but when.

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40.  If I am not happy about any element of the works, how do I make my views known?

Before works start on your home we will write to you introducing the contractor, the names of their Project Manager and Resident Liaison Officer and giving you details about how to contact them.  We will also tell you who the Lambeth London Living Project Manager and Customer Liaison Officer are, and tell you how to contact them.

If you are unhappy with any element of the work please contact the contractor’s Resident Liaison Officer first.

If they cannot resolve the issue then please contact the Lambeth London Living Customer Liaison Officer for your area. They will investigate your concerns and report back to you either in person, by phone or they will write to you.

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Satisfaction with the LLL

41.  How will Lambeth London Living know that tenants are happy when the works are finished?

We have a number of Key Performance Indicators (KPIs) which we will use to measure resident satisfaction.

The contractors have appointed Resident Liaison Officers (RLOs) and their role is to ensure you are kept up to date on how and when works to your estate and home are to be carried out.

The RLO will be the main point of contact during the works. When works are complete they will carry out a satisfaction survey with each resident.

Lambeth London Living will monitor the KPIs for works such as: were works finished on time?, do they meet the quality standards we have set? what are the resident satisfaction levels with contractors and with the improvements. Summaries will be published on the website and in the Living Standard newsletter.

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