Complaints
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.
The Complaints Process
How are complaints investigated?
Your complaint will be logged on our system and assigned to an investigating officer who will take all the necessary steps to investigate the issues raised, agree an outcome, and respond in writing. All complaints are investigated in line with the Housing Ombudsman Service’s Complaint Handling Code.
How long will it take?
Stage 1 complaints are investigated and responded to within 10 working days. Sometimes things may need further investigation, or we may be waiting for information that will help us respond effectively. On these occasions we will extend your complaint timeline by a further 10 working days, but we will always let you know when this happens.
What if I’m still unhappy?
You may not agree with the outcome of your stage 1 complaint. You can request to have your complaint escalated to stage 2 of our process. Escalation requests will be reviewed on an individual basis and you will receive acknowledgement within 5 working days if your complaint is to be investigated at stage 2. If your complaint is not escalated, you will be provided with the next steps available to you, including signposting to the Housing Ombudsman Service. Stage 2 complaints are investigated and responded to within 20 working days, with a possible 20 days extension if further time is needed.
Who Investigates Complaints?
Customer Experience Team
We have a dedicated complaints team who oversee and manage the LHP complaints process, ensuring that complaints are logged, investigated, and responded to in line with our policies and the Housing Ombudsman Service Complaint Handling code. The customer experience team advocate for our customers who wish to give feedback through a complaint or praise and work with all service areas to implement learning identified as part of complaint investigations.
Customer First Training
All LHP employees are trained on the LHP complaint processes and how to assist customers to ensure they are listened to and have any complaints investigated in line with our process.
Member for complaints
The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their board to provide assurance on the effectiveness of its complaints system. This includes challenging complaints data. The MRC and a senior lead from the operational staff at LHP meet with the Customer Experience Manager each quarter to review and scrutinise complaints performance and report back to the Board.
Customer Complaints Panel
Customer voice is the heartbeat of the complaints process. Our customer complaints panel meet quarterly to scrutinise complaints data and perform a quality checks of complaint case studies. The panel offer insight and learning points for management to consider and implement to improve our services.
Self-Assessment
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:
- Online by completing the form at the bottom of this page
- Via email at complaints@lincolnshirehp.com
- On the telephone: 0345 604 1472
- By direct message on social media: X or Facebook
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:
- info@housing-ombudsman.org.uk
- 0300 111 3000
- housing-ombudsman.org.uk
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.
Receiving complaints means listening to your feedback, learning from it, and acting upon it. 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
Complaints Form
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