Learning From Complaints

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.

Our Performance

2024/25 Q2 Complaints Performance (PDF, 210KB)

2024/25 Q1 Complaints Performance (PDF, 189KB)

We've Listened To What You're Telling Us:

Here are some of the key themes from our complaints:

• Improve communication with our residents
• Keep customers informed, particularly around repairs and timescales
• Provide accurate information to reduce misunderstandings and help set realistic expectations