Complaints 

LHA-ASRA is committed to providing the highest standard of service to you to ensure that you are totally satisfied. Occasionally, we may not live up to your expectations and in such circumstances we want to hear from you.

So that our commitment to high standards can be maintained, we would also like to know when we get it right. We welcome suggestions you may have on how we can improve our services

We promise to investigate your complaint, resolve it as quickly as possible and provide you with a satisfactory conclusion. In doing so we hope this will also help us to improve our service for all our customers

If you have a complaint, please contact us in person, by phone, e-mail or in writing to:

The Group Customer Care Manager

LHA-ASRA
Head office
3 Bede Island Road
Leicester
LE2 7EA

Telephone: 0116 257 6716

E: enquiries@lha-asra.org.uk

Our online form. 

When should a complaint be made?

As soon as the matter comes to your attention, a complaint should be made. Normally complaints should be made within 6 months of the date of the event you are complaining about. After this date the complaint will not be considered unless in exceptional circumstances, such as, where it was difficult for you to complain earlier.

Citizens Advice Bureau

Your local Citizens Advice Bureau can be a great source of advice and support if you want to complain about LHA-ASRA. You can find your local Citizens Advice Bureau at: www.citizensadvice.org.uk

How we will respond (Local Resolution 1)

Our Group Customer Care Manager will work with you and staff to investigate your complaint and resolve the situation to your satisfaction as quickly as possible.

Our preference is always to deal with your complaint on a person to person basis by phone, but if you prefer, we will deal with your complaint at any stage through e-mail or letter

In the event that your complaint cannot be resolved quickly and to your satisfaction we will:

• Provide a written acknowledgement of your complaint within a maximum of 5 working days
• Provide details of who will be dealing with your complaint at LHA-ASRA and how you can contact them. You will be able to have a personal meeting if you require.
• Advise how long we think it will take to investigate your complaint
• Aim to resolve your complaint within 20 working days of the complaint being made

In the event we are unable to resolve your complaint within this timescale, we will inform you, prior to the expiry of this 20 day period, why we are unable to resolve it at that time and what will happen next and when we expect to be able to write to you with a final response

If you are still unsatisfied (Local Resolution 2)

Our aim is to resolve your complaint as quickly as possible and make sure you are completely satisfied. In the event that you remain unhappy with our response, please write to us with full details, explaining how you would like to see your complaint resolved.  LHA-ASRA’s Group Customer Care Manager will then review your complaint and resolve the issue.

We will also advise you if you are eligible to refer your complaint to the Independent Housing Ombudsman Service who can be contacted at:

Housing Ombudsman Scheme 
81 Aldwych                                                                             
London
WC2B 4HN                                                                            

Phone 030 0111 3000
Fax 020 7831 1942
Minicom: 020 7404 7092
Email: info@housing-ombudsman.org.uk

Serial Complainants

LHA-ASRA will reserve the right to operate a different procedure where tenants of a vexatious nature or where excessive amounts of staff time are required. These types of complaints will still be logged but dealt with directly by the Group Customer Care Manager and will not be held to the time limitations as detailed previously

Complaint closure

A complaint will be closed once a resolution is achieved and all actions as promised by LHA-ASRA have been acted upon. In addition a case will be closed should no response be received from a complainant after 3 months.