Lancaster City Council - tenant satisfaction, complaints and mutual exchange policy

Mutual exchange policy

We have not yet summarised this landlord's mutual exchange policy. By law a social landlord must give you a written decision within 42 days of your application, and can only refuse on the grounds set out in the Housing Act 1985.

Homes to swap from Lancaster City Council tenants

No Lancaster City Council tenants have listed a home yet. Are you one? List your home and it will appear here.

What tenants say

From the regulator's Tenant Satisfaction Measures survey, 2024/25, based on 628 tenant responses. Each figure is the share of tenants who said they were satisfied.

Satisfied with the overall service 77.1% better than the sector median of 71.8%

Satisfied with repairs 81.5% better than the sector median of 73.6%

Satisfied with time taken for repairs 79.1% better than the sector median of 69.5%

Home is well maintained 75.7% better than the sector median of 71.9%

Home is safe 78.3% about the sector median (77.6%)

Landlord listens and acts 66.4% better than the sector median of 61.6%

Kept informed 77.3% better than the sector median of 72.0%

Treated fairly and with respect 81.5% better than the sector median of 77.9%

Satisfied with complaints handling 37% better than the sector median of 35.5%

Communal areas clean and well maintained 60.2% worse than the sector median of 66.7%

Positive contribution to the neighbourhood 66.1% better than the sector median of 64.6%

Satisfied with handling of anti-social behaviour 55.1% worse than the sector median of 59.5%

The thin marker on each bar is the median across all landlords in the data set. The landlord's own TSM report is at www.lancaster.gov.uk.

Repairs, safety and complaints

From the landlord's own records reported to the regulator for 2024/25.

100% Gas safety checks completed about the sector median (100.0%)

100% Fire risk assessments completed about the sector median (100.0%)

100% Asbestos surveys completed about the sector median (100.0%)

100% Legionella risk assessments completed about the sector median (100.0%)

100% Lift safety checks completed about the sector median (100.0%)

0.8% Homes NOT meeting the Decent Homes Standard about the sector median (0.5%)

90.4% Non-emergency repairs done on time better than the sector median of 82.5%

99.3% Emergency repairs done on time better than the sector median of 94.9%

23.9 Stage 1 complaints per 1,000 homes better than the sector median of 53.9

83.7% Stage 1 complaints answered on time worse than the sector median of 89.9

2.8 Stage 2 complaints per 1,000 homes better than the sector median of 8.4

90% Stage 2 complaints answered on time better than the sector median of 88.9

53.3 Anti-social behaviour cases per 1,000 homes worse than the sector median of 36.0

Repair targets: 20 24

Housing Ombudsman decisions

You can search the Housing Ombudsman decisions archive for published complaints about this landlord.

Swapping with a Lancaster City Council tenant?

Both landlords have to approve a mutual exchange, and both have 42 days to decide. Get the application in early, keep your rent account clear, and ask for the decision in writing.

How a swap works Complaints and support