If you are unhappy with the service you have received, please contact us as soon as possible and we will discuss it, then try to correct the situation with a prompt action. However, if you are not happy with the result or you wish to make a formal complaint, we follow a two-step process.

At the start of the process our Resident Engagement Manager will record the details of the complaint and clarify what has occurred. The circumstances will be investigated and we will discuss the findings with you.

Action to correct the situation will be completed and if, you are satisfied with the outcome, we will mutually agree to close the complaint.

You can contact the Housing Ombudsman Service, who are responsible for the regulation of social housing landlords, at anytime during the complaint process via their website here –

Complaint Procedure Flowchart

Complaints Policy

LRHA are supportive of the government’s Make Things Right campaign. To read more about it, click this link Social Housing Complaints – If you’re unhappy with the service from your social housing provider, make it right

Complaints, Compliments and Comments



Compliments provide valuable positive customer feedback. It’s an important part of developing services and in maintaining staff morale and motivation. We will record and share compliments across the organisation to learn from best practice.

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