Complaints - Lincolnshire Housing Partnership


We know that things don’t always go to plan but give us a chance to fix it. Call 0345 604 1472 to speak to our customer service advisors about the issues you’re experiencing, and they will attempt to fix this and find a resolution during the call.

Whether you have a small problem or you want to make a formal complaint or you have an idea for how we can make things better, let us know using our online form at the foot of the page.

If they are not able to, or you would still like to raise a complaint, they can also log this for you.

As an organisation that puts the Customer First and promotes a culture of Listen, Act and Learn, we strive to investigate and resolve complaints swiftly and identify learning outcomes that will help drive positive change for our customers. These outcomes may identify where we may need to review our policies and procedures, any additional training that may be required or a change to the delivery of a service.

Some of the changes that we have made so far include:

  • A robust pest control process
  • Changes to our shared ownership process
  • Changes to our ‘no access’ process

Investigating Complaints


As part of our compliance with the Housing Ombudsman’s Compliant Handling Code, we conduct a self-assessment report. This report – completed by our Customer Experience Manager, and approved by our board – demonstrates that we’re compliant with the Code, and our commitment to ensuring that our complaint handling is in line with the Housing Ombudsman’s requirements.

View Our Self-Assessment Report

Links to the policies referenced in this self-assessment can be found here.

This self-assessment has been completed by our Customer Experience Manager and approved by our board. It demonstrates our compliance with the Housing Ombudsman’s Complaint Handling Code and our commitment to ensuring that our complaint handling is in line with Housing Ombudsman requirements.  Links to the policies referenced in this self-assessment can be found here:

LHP Board Response

Our new policy is in line with the Housing Ombudsman Complaint Handling Code. We have assessed our service to check that we comply with the Ombudsman Code, and we are happy to say we do in all areas. However, there are some areas we would like to improve further including keeping customers updated with any complaint they have raised and sharing learning from complaints.

LHP are committed to improving the complaints process and recognise that in the past we have not provided the level of service expected by our customers. Every member of the LHP team is working hard to resolve any complaints in a timely and satisfactory matter. You can be assured that if you need to raise a concern with us, it will be dealt with appropriately and you will be listened to.

Who else could help me?

We would always encourage you to speak to us directly, as we can get things moving as soon as we are made aware of an issue. You can do this through the usual contact methods:

However, there are other options available to you.

You can seek advice or support from the Housing Ombudsman Service at any point of your complaint. You can contact them via:

You can also contact your local Councillor or MP for assistance with any issues or complaints.

Listen, Act and Learn – Our learning outcomes

We’re committed to reporting learning from complaints and how we have used this to improve our services to you. We will report this to you on our website and in the Our House, Your Home magazine each quarter.

Updated documents

We’ve updated our policies related to complaints (you can download them by clicking the relevant link):

  • Complaints Policy
  • Reasonable Adjustments Policy
  • Limited Contact Policy
  • Compensation Policy

New email address

We’ve opened a dedicated Complaints email at

How we will communicate with you

We’re committed to reporting learning outcomes from complaints to you through our new Listen, Act and Learn graphics. We will do this monthly on this website and, going forward, in each edition of the Our House, Your Home magazine.

What does this mean for customers?

We will try to resolve your complaint as soon as we are made aware of any problems. Your complaint will be recorded immediately and thoroughly investigated to ensure we put things right.

You can still make a complaint in the usual fashion:

Complaints Form

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