We have recognised that, following feedback from customers, staff, and Board members, that the current service needs improving. We have carried out a recent review and developed a plan that includes recruiting more engineers, introducing van stock, and investing in new systems to improve communication with you.

We receive and process customer emails between Monday and Friday, 08:30 – 17:30. Our current average response time to an email delivered during this time is 2 hours and 27 minutes. Last week we responded to 538 emails with that as the average time for a customer response. In January, our customer satisfaction rating for the speed of response to our email contact channel was 78.6% (quick or very quick).

We acknowledge that the LHP app needs improvements. Our current app has been reviewed and we have identified improvements we would like to make to any new app, alongside speaking to suppliers to understand what the best options are on the market. One of those would be to have an integrated repair option for booking repairs. This is still part of our longer term view for customer access to service, but we have to prioritise what actions we take first. With customer feedback helping to shape our agenda, the repairs stabilisation project is our main focus but the customer app will be reviewed again in the future.

Fencing and lockable gates are not part of the current customer offer by LHP. Our investment is currently focused on things like kitchens and bathrooms, however if there is a vulnerability, we will always consider doing work outside of the current policy.

We appreciate that while online events aren't for everyone, neither are in-person ones, so we want to provide a mixture of opportunities for people to attend. We advertise in-person events on our website, via email and in our magazine, with dates and venues available in local areas. If you'd like to get more involved, you can also sign up to YourVoice, our digital engagement platform, where you can interact with our local neighbourhood plans and contribute to and join events in your area.

At LHP, we work in conjunction with NELC and other local housing providers to provide social and affordable housing in the region (subject to Right to Rent Checks). We support the Home Choice Lincs housing registration scheme and if any future customers need housing this would be the first route to applying. We offer support to customers on registration if needed. We'd suggest reaching out to Home Choice Lincs to discuss this further.

Our customers safety is always our top priority. Before any of our properties are allocated, a risk assessment has to be completed, and prospective customers need to be able to demonstrate that they can live independently and sustain a tenancy. As we know, circumstances can change over time, and we work closely with all of the regions partners to ensure we continue to provide the right level of support and, where necessary, find alternative accommodation if that individual circumstance requires.

Your safety and the safety of all our tenants is a priority for us. When incidents such as fires or flooding occur, we take them seriously and work closely with the relevant services, including the fire brigade and police, to investigate and ensure appropriate follow-up actions are taken. Where a tenant requires extra support to manage their tenancy safely, we work with external agencies to put appropriate support in place. In cases where higher levels of support are needed, we work with local support agencies to explore alternative housing options that better meet the individual’s needs.

We also want to highlight that in some cases, support may be provided by external providers within schemes, as this support is often personal to the resident.

We also acknowledge the concerns about residents with substance misuse issues and the impact this can have on the wider community. We work closely with support services to help tenants address these challenges and aim to balance the needs of all our residents when allocating properties. We encourage residents to report any criminal behaviour or anti-social activity to the police, as they have the authority to intervene directly in such matters.

We have a 30-year planned works programme, and you can check when you're due a particular type of planned work (e.g. a new kitchen) by contacting our customer service centre.

Openreach are responsible for fibre optic upgrades. Unfortunately this isn't something LHP can assist with, but we suggest reaching our to Openreach and/or your Internet Service Provider.

Thank you for sharing your concerns about the frequency of neighbourhood officer visits. We understand how valuable regular visits can be in helping to address issues, build stronger relationships with residents, and maintain a positive living environment.

Our neighbourhood officers do visit communities to support tenants, carry out tenancy checks, and respond to concerns. However, we also need to balance our resources to ensure we can provide support across all the areas we serve. While routine visits may not always be as frequent as some would like, we are committed to being accessible and responsive when concerns are raised.

We encourage you to reach out to us directly if you feel a visit would be helpful. We would be glad to arrange for a neighbourhood officer to meet with you to discuss any concerns or issues you may have. Your feedback is important, and we’re here to listen and support you.

Thank you again for raising this—working together is key to making sure everyone feels supported in their community.

We understand how frustrating it can be when parking is limited, especially for residents who regularly face difficulties finding a space near their home.

Where parking is on a public road, we unfortunately have no authority to implement or enforce dedicated resident-only parking. Any decisions regarding resident permit schemes or parking restrictions are managed by the local highways authority or council. If this is something you’d like to explore, we’d be happy to guide you on how to contact them.

In areas where we manage private parking spaces, we can consider measures to encourage more considerate parking, such as installing signage. However, our ability to control who parks in certain areas is limited unless designated spaces are already in place.

Employees of LHP who are tenants have the same tenancy agreement and rights as any other customer. There is no preferential treatment given, nor are employees disadvantaged in any way because of their employment with the company. All tenants are treated equally and fairly in line with our policies and procedures.