Complaints made to the City of Lincoln Council have surged to a peak point not experienced in the past five years, with the majority pinpointing housing issues as the predominant area of frustration. The council has linked this spike in complaints to the recent introduction of an improved complaints policy aimed at better reflecting tenant discontent. Between the period of 2024-2025, complaints received tallied up to 562, a significant rise from the previous years’ 418 complaints, and mainly centred on rent issues, maintenance, and repairs. Over half (53%) of these grievances were upheld, a proportion that mirrors the previous year’s validation rates.
In recent years, there has been increased focus on the standards pertaining to social housing. This has been particularly motivated by unfortunate incidents such as the Grenfell Tower fire and the regrettable death of Awaab Ishak resulting from a black mould situation in his council flat. Consequently, the Housing Ombudsman Service rolled out a new complaint-handling code last year, which all providers of social housing are required to stick to.
In adherence to the best practices highlighted in the new code, the City of Lincoln Council has made amendments to its complaints policy. The council has also trained its front-line staff to identify and officially record every indication of dissatisfaction, with all informal complaints now being documented, a step that had not been previously taken. This action has played a part in the increased number of complaints being officially noted. Out of the past half-decade, the 2020-21 period had the leanest record of complaints, accounting for only 260.
Upon the validation of a complaint, the council presents an apology, and depending on the case, may offer forms of rectification. Various complaints pinpointing the Central Car Park have been upheld, hence impending improvements are in the works for this year. The council plans to delve further into these findings in a future council meeting.
This article has been adapted by The Lincoln Post from original reporting by www.bbc.com.
