Housing Complaints

The Housing Ombudsman Complaint Handling Code, Self-Assessment and Complaint Performance and Service Improvement Report

On 1 April 2024 the Housing Ombudsman introduced its updated Complaint Handling Code and compliance with this Code became a Statutory requirement on the same date.

A copy of our most recent self-assessment and report can viewed by clicking on the links below.

Residents Complaints and Feedback Policy, August 2026

Housing Complaints and Feedback Procedure, May 2026

Information for Residents about the Housing Ombudsman

How to Contact the Housing Ombudsman

YMCA Lincolnshire Housing Complaints Self-Assessment

Information paper - Complaints Handling, August 2026

Statement from The Tackling Homelessness Committee on behalf of YMCA Lincolnshire Board of Trustees

The Board recognises the vital importance of listening to residents and responding effectively to their feedback and concerns. We are committed to ensuring that all feedback is treated seriously, fairly and as an opportunity to learn and improve the services we provide.

Over the past year, we have strengthened our focus on understanding residents' experiences and embedding their feedback into service improvement. Complaints provide valuable insight into where we are performing well and where changes are needed to deliver better outcomes for residents.

To support this commitment, our Service Improvement Group continue to regularly review complaint trends, lessons learned and resident feedback. This enables us to identify opportunities for improvement, monitor progress and drive positive change across our services.

We have also undertaken a comprehensive self-assessment against the Housing Ombudsman's Complaint Handling Code. The findings have informed a targeted improvement plan designed to strengthen our processes, enhance service delivery and ensure residents receive a fair, timely and an effective response when things go wrong.

The Board remains committed to maintaining a positive complaint-handling culture, learning from and using residents' feedback to shape our services. We will continue to monitor performance, scrutinise progress and support improvements that help us meet the needs and expectations of the communities we serve.