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- Customer Services: 0300 303 1010
- ContactUs@Lifestone.co.uk
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We welcome your feedback, both good and not so good! We have a specialist Customer Resolutions team who make sure your comments are dealt with efficiently and that we learn from your experience.
If you would like to complain, or let us know about a great experience, you can share your feedback by calling us on 0300 303 1010, emailing us on ContactUs@lifestone.co.uk, or you can click here to fill in our online complaint form.
You can also give your feedback to any member of staff you speak to.
We define a complaint as:
an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual customer or group of customers.
An example of a complaint could be an unreasonable delay or where we have failed to follow a policy or procedure.
Please refer to our Complaints Policy below for further information.
If something goes wrong or you are not satisfied with our service, please tell us so we can work with you to put things right.
As well as making a complaint by telephone, email or face to face, you can also complain by completing and returning the form included in the complaint leaflet or you can click here to fill in our online complaint form.
Reasonable adjustments
We are committed to ensuring that disabled and vulnerable customers are not disadvantaged in accessing our complaints process. You should contact us in the first instance to discuss any individual needs you may have.
Use of advocate
You may choose to have a representative or advocate act on your behalf; we will need your permission for this, so please contact us in the first instance.
Your complaint will be logged and acknowledged within five working days of it being received.
You will receive a response within 10 working days. If we need more time, we will let you know.
It will then be allocated to a more senior member of the team who will review the handling of your stage one complaint.
If you remain dissatisfied with the outcome of your Stage 1 complaint, please contact CustomerResolutions@lifestone.co.uk and we will escalate your complaint to Stage 2.
We will log and acknowledge your escalated complaint within five working days.
Your complaint will be allocated to a more senior member of the Customer Resolutions Team for investigation.
You will receive a response within 20 working days. We will let you know if we require any more time.
If you have exhausted our internal two-stage complaints process and remain dissatisfied with the outcome and response, you can contact the Housing Ombudsman.
The Housing Ombudsman Service has been set up by law to look at complaints about housing organisations. Their service is independent and impartial.
They will only consider formal investigations once our internal complaints process has been exhausted.
The contact details for the Housing Ombudsman Service are below:
If you wish to log a compliment or say thank you to a member of staff, please let us know by calling or emailing us, or by filling in the form here. Let us know what they did to make your experience that extra bit special.
Once we have received your feedback, our Customer Resolutions Team will share this with the member of staff or team and their manager.
We will also use positive feedback to promote good service across Lifestone.
If you would like more information about our complaint process, wish to make a new complaint or if you have an open complaint and are unhappy with how it is being handled, please contact our Customer Resolutions Team.
Email: CustomerResolutions@lifestone.co.uk
Phone: 0300 303 1010
You can also use the feedback form below to log a complaint or compliment.
The Housing Ombudsman Service Complaint Handling Code has been written to ensure all landlords have a fair, accessible and consistent complaints process. Each year we complete a self-assessment against the latest version of the code to show how we comply with it. Our latest self-assessment is in the document below.
The code also requires us to publish an Annual Complaint Performance and Service Improvement Report. It includes details on the number of complaints we have received, our performance against the response time targets, the top issues our customers have had cause to complain about and what we have done to stop them from happening in the future. We have also included a copy of the 2025 – 26 Obmudsman’s report for Paradigm Housing below.