Complaints

If you are unhappy with any aspect of the service you have received, please contact us straightaway and we will do our best to correct things.

You can contact our Resident Engagement Manager, Katie via 01790 754219 then option 3 or via customerservice@lrha.co.uk. If the issue can’t be fixed with prompt action, then a formal complaint can be registered.

The complaints process has two stages to it, once you are satisfied with the outcome, we will mutually agree to close the complaint.

The Housing Ombudsman Service are responsible for the regulation of social housing landlords such as Lincs Rural, and you can contact them directly during the complaint process via 0300 111 3000 or info@housing-ombudsman.org.uk. Their website is – https://www.housing-ombudsman.org.uk.

Complaint Procedure Flow Chart

Complaints Policy 25

Self-Assessment against the Complaint Handling Code

Complaints breakdown 23-24

Complaints breakdown 22/23

Complaints breakdown 21/22

Policies and Operational Procedures from Complaints Analysis 2023-24

The Board of Management’s response to the Annual Update to Policies and Operational Procedures from Complaints Analysis 2023-24

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

 

Compliments

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.