FAQs explaining the complaints process

  • What is a complaint?

    A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by LHP, its staff or those acting on behalf of LHP, affecting an individual resident or customer or group of residents or customers. 

    A complaint is not a report or request for service, an anti-social behaviour complaint, an enquiry about a service or a claim for compensation.

    You can read our complaints policy to find out more.

  • Early Resolution Complaints

    Some complaints can be resolved by the relevant team without need for formal investigation. We will strive to resolve your complaint at this stage within 3 working days. If you are not satisfied with our initial response or we are unable to find a reasonable resolution within 3 working days, your complaint will be escalated to stage 1 of our process.

  • What is a formal complaint?

    Stage one

    We will acknowledge your complaint in writing when it is received and aim to investigate and respond within 10 working days.

    Stage two

    If you are not satisfied with your stage one response, contact us within 28 days to request a complaint escalation to the last stage of our complaints process. Your request will be reviewed by the Customer First Learning Specialist and if accepted, your complaint will be investigated and responded to within 20 working days.

    Expected outcomes

    When registering a complaint, or escalating a complaint to the next stage, you will be asked for clear details of what you are unhappy with and what your desired outcome is for the complaint – what you are seeking and want to achieve.

  • Where can I go for support or guidance with my complaint?

    The Customer First Learning Specialist is dedicated to supporting you through the complaints process and can offer assurance and advice.

    You can also contact the Housing Ombudsman Service at any point of your complaint to seek guidance and support from their Dispute Resolution Team. You can contact this service on 0300 111 3000 or by visiting their website www.housing-ombudsman.org.uk for more information.

    If you do not want to approach LHP directly with your complaint, you can have a Designated Person (MP, Councillor or third party) act on your behalf. Please be aware that we may ask you to sign a consent form to allow us to share your information with a Designated Person for GDPR reasons.

  • The Housing Ombudsman Service

    The Ombudsman is there to offer support or guidance at any point of your complaint.

    If you have exhausted LHP’s 2 stage complaints process and you remain unsatisfied, you can wait 8 weeks and refer your case to the Ombudsman who may open an investigation in to how your complaint was handled.

    You can contact this service on 0300 111 3000 or by visiting their website www.housing-ombudsman.org.uk.

  • What is the Limited Contact Policy?

    This policy means we reserve the right to class complaints as unreasonable or frivolous and not accept them for further action. If complaints are persistent, excessive and/or unwarranted about the same matter and/or are pursued when appropriate procedures have been followed or exhausted then we may limit the contact you have with us.

    You can find out more in our Limited Contact Policy.

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