Customer Care
Our Quality Policy
The aim of Council Housing Services is to provide our customers with a high level of service that is responsive to their requirements.
Our quality objectives are to ensure that:
- services are provided that are appropriate and responsive to customer needs
- all relevant details about a customer's needs are obtained to enable their request to be fairly assessed
- clear and accurate advice and information is given
- the customer is kept informed
- decisions and actions are taken at the right time
- service standards are set, monitored, and reviewed in consultation with customers
How you can give compliments or make comments and complaints about our services
Council Housing Services is determined to provide the best possible service. To do this successfully, we need your help. We need to know what you think about the quality of services, and the quality of our staff.
Help us to provide a well-run housing service by telling us your views. Tell us what you like about Council Housing Services; tell us what you think we do well and what we could do better; tell us how we helped you or if we let you down.
We value your compliments, comments and complaints. This document tells you how you can make these known to us.
If you want to talk to a Customer Care Officer about your compliment, comment, or complaint please telephone 01524 582929 and ask to speak to the appropriate Officer.
Compliments
We all enjoy receiving compliments, and letters of appreciation.
If you would like to praise the service you have received, please write or email direct to the Customer Care Officer.
You may wish to use the Housing Talk Back form for your compliment.
Comments or Suggestions
We welcome all comments, and suggestions on how the services can be improved. Any member of staff will be happy to discuss your comments or suggestions with you.
You may wish to use our Housing Talk Back form for your comments or suggestions.
Complaints
Although we aim to provide the highest standards of service, we know problems do sometimes occur. Very often we can sort them out on the spot.
If you are unhappy about something that has happened to you, your relative, or friend, please let us know. Speak to a Housing Officer.
If you feel the issue you have raised has not been dealt with properly, or you prefer to wait until you have had time to consider the situation, you have the right to make a formal complaint to a Customer Care Officer.
You may wish to use the Housing Talk Back form for your complaint.
Please make your complaint as soon as possible, while all the events are fresh in everyone's minds. This will help us to help you by dealing with the complaint as quickly as possible.
Who can complain?
Anyone! If you make a complaint for someone else, like a friend or relative, we my need to ask their permission before we can give you certain information. This is to protect privacy and confidentiality.
How do I make a complaint?
Complaints can be made in person, by phone, or in writing.
If you prefer to talk to someone about your complaint, a meeting can be arranged and a friend, relative or other representative can come with you if you wish.
When making your complaint, we will be able to deal with it more speedily if you provide:
- Your full name and address
- The full name and address of the person if you are complaining for someone else
- The names of any staff who have dealt with the situation
- As much detail about the situation as possible
Your local Citizens Advice Bureau (CAB) can give you help and advice about making a complaint. The CAB is an independent organisation.
What will happen if I make a complaint?
We will write to you within two working days of receipt to let you know we have received your complaint.
We will send a full written reply within five working days.
If we cannot send you a full written reply within five days, we will write to you to let you know the reason why this has not been done, and the date when a full reply will be given.
If you wish you can request to meet the Customer Care Officer to discuss your complaint, and the reply given.
All information about you, or anyone involved in the complaint; will be kept strictly confidential.
What if I am not happy with this reply?
If you are not happy with our reply to your complaint or if you do not think we dealt with your complaint properly, then you can ask for your complaint to be reviewed by the Head of Council Housing Services. He will carry out a further investigation, and will reply to you within 10 working days of your request for a review.
Can I appeal against the Head of Council Housing Services' decision?
Yes - if you are still not satisfied and wish to appeal then you can take the complaint to a Housing Complaints Panel. This consists of three Councillors and, for tenants' complaints, tenant representatives nominated from the District-Wide Tenants' Forum.
The Panel should meet within 28 days of receipt of your decision to appeal.
It is your right to bring a friend, relative or representative with you if you wish. The Panel will listen to your complaint, and a member of the housing staff will present their view on the complaint. This will be done as informally as possible.
The Panel will consider the information, and will make a decision. The decision will be confirmed in writing, although it may also be given orally at the time of the appeal.
Who else can I go to?
Your Councillor
You may, at any time, take your complaint to your local Councillor, who will be happy to take up any complaint with the relevant Service. A list of Councillors' names, addresses and telephone numbers can be obtained from the Cable Street Housing Office.
The Ombudsman
If you are not happy with the responses you get from the Council, you can refer your complaint to the local Ombudsman.
Full details are set out in the leaflet "How to Complain to the Local Government Ombudsman" which can be obtained from all Council offices, and also from the Local Government Ombudsman.
Note: The Ombudsman will expect that you have used the Council's complaint procedure before you make contact with the Ombudsman service.
Follow this link to the Local Government Ombudsman Online Complaints Form.
Useful Contacts
Customer Care Officers:
For Housing Management and Elderly Services
- The Principal Management Officer
For Repairs and Maintenance
- The Repairs and Maintenance Manager
For Housing Applications and Housing Allocations
- The Housing Needs Manager
all at:
Council Housing Services
38 Cable Street
Lancaster
LA1 1HH
Phone : 01524 582929
Fax : 01524 33698
Reviews and Appeals
Head of Council Housing Services
Council Housing Services
38 Cable Street
Lancaster
LA1 1HH
Phone : 01524 582929
Fax : 01524 33698
Ombudsman:
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH