In the event you wish to complain about the service you are experiencing please refer to/download the attached policy and get in touch.
Governing body comments: The Lune Valley Rural Housing Association (LVRHA) Board has approved this annual performance and service improvement report for publication to stakeholders and submission to the Housing Ombudsman Service. The Board has reviewed the self-assessment and service improvement report and has received assurance this is a true reflection of the LVRHA complaint handling.
The Board approved a new Complaints Policy and Complaint Handling Code self-assessment at its meeting in May 2024, alongside a new Compensation Policy and Unacceptable Behaviour Policy. All documents are available at the website About the Lune Valley Rural Housing Association (lunevalleyhousing.co.uk)
The Board also appointed Tim Dant as the Member Responsible for Complaints to ensure that complaints and lessons to be learned are heard at Board level. Tim will support positive complaint handling culture, though regularly meeting with officers to review complaints, complaint handling and insights to inform discussions at Board meetings and to help scrutinise and challenge self-assessment and service improvement report.
Complaints are investigated by LVRHA’s Managing Agent, South Lakes Housing (SLH) who are a Registered Provider and member of the Housing Ombudsman Service.
