Making a Complaint
Here at Lench’s Trust we want you to feel at home, listened to and supported. If something isn’t right we really want to know.
Helps us put things right
It’s never a problem
You can tell us about:
Something you are unhappy with
A service that hasn't met your expectations
A problem you've already reported that hasn't been resolved
Helps us learn and improve
When you contact us, we promise we will:
Be fair ✓
Listen Carefully ✓
Treat you with respect ✓
How to Complain
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www.lenchs-trust.co.uk/contact-us
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0121 426 0455
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Lench’s Trust Central Office, 80 Ridgacre Road, Quinton, B32 2AQ
You can also make a complaint directly through our portal:
How we deal with a complaint
Stage 1
If we can't solve the problem straight away, we'll log a Stage 1 formal complaint.
We'll let you know by letter that we've received your complaint within five working days. The letter will tell you who will be dealing with your complaint, or why we can't accept the complaint.
Once we've logged your complaint, we'll aim to resolve it within 10 working days. If we need more time, we will tell you why and keep you informed. We'll investigate the complaint and contact you to talk through how we can resolve the issue.
Stage 2
If you are still unhappy and you don't feel the issue has been resolved, you can ask us to look at it again. We will tell you by letter within 5 working days who is dealing with your Stage 2 complaint. It won't be reviewed by the person who dealt with it in Stage 1.
We'll investigate again and write to you with our final response to the Stage 2 complaint within 20 working days of it being acknowledged. If we need more time we will discuss any delay with you.
If you're still not satisfied with our response after completing our Stage 1 & Stage 2 complaints process, you can contact the Housing Ombudsman Service.
They are independent, fair, impartial, and are a free service that investigates individual complaints from social housing residents about their landlords.
A FINAL WORD FROM US
Complaints aren't about blame. They're about working together, building trust and making things better.