We want you to feel safe, supported, and respected in your home. If something hasn’t gone right, you have every right to let us know – and we’ll do our best to fix it quickly and fairly.
Our complaints process is handled by our team at Lichfield West Midlands Traded Services (or LWMTS) who manage and maintain your property on behalf of Lichfield District Council.
If your complaint is about how your housing officer has served you, please complain to Lichfield District Council.
What counts as a complaint?
A complaint is basically you saying: "I’m not happy with the service I’ve had."
Some common examples:
- Repairs taking too long or not being done properly
- A staff member or contractor being rude or unhelpful
- Something promised that hasn’t happened
- Poor communication or no updates
What isn’t a complaint?
- Disagreements about rent or service charges
- Legal cases already in progress
- Anonymous complaints (but we still might investigate the issue)
How to make a complaint
The easiest way is to email us at complaints@lwmts.co.uk - please tell us:
- What happened
- When it happened
- Who was involved (if you know)
- What you’d like us to do to put it right
We’ll do the rest.
What happens next?
Stage 1 - We’ll look into it
- We’ll acknowledge your complaint within 5 working days
- You’ll get a full reply within 20 working days
- If you’re still not satisfied, you can ask for it to be reviewed
Stage 2 - Independent review
Stage 3 - Still unhappy?
- You can take your complaint to the Housing Ombudsman - the Ombudsman will expect you to have gone through our complaints process first.
- We’ll explain how to do this in our reply
We aim to learn from complaints
Every time someone gives us feedback, even if it’s not great, it helps us improve. We review complaints regularly to make sure our service gets better for everyone.