Whilst we try our utmost to get our service right, there will be occasions when we do get things wrong.  When this happens we want to make it as easy as possible for you to register your complaint, so we can resolve it quickly and fairly.

Our complaints service

Your comments, compliments and even your complaints are always welcome!  Only by hearing from you can we review our services and make improvements for the future. In some cases, financial compensation may be appropriate.

The aim of our complaints service is:

• To rectify problems where LHT has failed to meet its service standards
• To explain policy decisions
• To review service provision based on analysis of your feedback
  

Making your complaint

If you have a complaint, you can tell us in a number of ways:

• Call us immediately on either 0151 236 0010 or our Customer Service Centre on 01928 796000.  One of our staff will take full details.
• Make your complaint through LHT's internet site by clicking here
• You can request a 'Making a Complaint' form
• If you prefer, you may put your complaint in writing to your local management office at the following addresses:
  

Please note - LHT respectfully requests that complainants approach staff with courtesy as aggressive behaviour towards staff is considered unacceptable.

Independent Help

If you wish, you can ask for someone else to act on your behalf when making a complaint such as a relative, the Citizens Advice Bureau, or your local residents' association.

Resolving Your Complaint

Our target is to resolve 100% of all complaints received.  To achieve this we have a three-stage process:

Stage 1 - Complaint
Once you have made a formal complaint, it will be acknowledged within 3 working days and you will be issued with a reference number.

Your complaint will be investigated and LHT will offer you a resolution to the matter, within 14 days of the complaint being logged.  If you are satisfied with the response, any necessary action will take place and the matter concluded.

Stage 2 - Review
If you are not satisfied with the response received at Stage 1, the appropriate Senior Manager will be asked to review the decision, then either uphold the response or suggest an alternative approach.  This review will take up to 14 days.

Stage 3 - Appeal
At this point, dependent on the nature of the complaint, an appeals panel, consisting of a senior LHT Officer and two tenants will consider the complaint.  This investigation will be completed within 28 working days.

At this stage in the process, you will have 14 working days to respond to any resolution offered.  Should no response be made, LHT will consider the case closed.

If we fail to resolve your complaint, it may be necessary for you to contact the Housing Ombudsman Service.

Housing Ombudsman Service
Norman House
105-109 The Strand
London
WC2R 0AA

Tel: 020 7836 3630
Lo call: 0845 7125 973
Minicom number: 0207 240 6776
Email: ombudsman@hos.org.uk