Residents are at the heart of everything we do, but we know that sometimes things go wrong and we don't always get it right. We're obviously disappointed when this happens, and so we welcome complaints as it helps us to learn as an organisation and improve services for our customers. Lancaster City Council has a positive culture when it comes to complaints, and it is important to us that residents are able to contact us with their feedback, so that we can fix issues as they arise and learn from our mistakes to ensure we put appropriate actions in place to minimise the risk of the same issue arising.
We regularly review complaints to understand what hasn’t worked well and what we need to improve. Here are some of the key things residents have told us — and the actions we’re taking as a result:
You told us that not knowing when repairs would start, or why there were delays, caused frustration and uncertainty.
What we’re doing: We’re improving how we communicate about repairs by introducing clearer appointment messages and text reminders that include job references and appointment details, so you know what’s happening and when.
Some complaints showed that verbal agreements were sometimes misunderstood, leading to disagreements later.
What we’re doing: We’re expanding the use of written inspection summary reports across more repair trades, so expectations are clear and consistent for both residents and staff.
You told us that when internal teams and contractors weren’t fully aligned, you sometimes received conflicting information.
What we’re doing: We’re strengthening how we manage contractors through clearer standards and a code of conduct, and improving internal communication about planned works so everyone is giving the same, accurate information.
Some residents told us they weren’t given enough notice about scaffolding or larger works.
What we’re doing: We now require scaffolding contractors to give advance notice, including clear timescales for when scaffolding will be installed and removed.
We heard that unclear payment processes led to delays and confusion around vouchers and reimbursements.
What we’re doing: We’re redesigning our refund forms to clearly explain timescales and payment processes, and publishing a simple guide for residents on refunds and compensation.
Complaints highlighted that temporary staff shortages or absences sometimes led to missed updates.
What we’re doing: We’re strengthening cross‑cover arrangements, training staff to manage urgent tasks during absences, and ensuring managers monitor shared calendars and keep residents informed if key contacts change.
ConteSome residents told us that although decisions were reasonable, the explanations didn’t always make things clear.
What we’re doing: We’re providing refresher training for staff on complaint investigations and response writing, and reviewing Stage 1 complaint letters to make sure our responses clearly explain what we found and why.nt...
 NO BG Sept 2024.png)
 NO BG Sept 2024.png)