How to raise a concern, and where to get help
Last checked 26 September 2026
If something in your home needs fixing, or you're unhappy with anything we've done, please tell us. Raising a concern is your right, and it helps us look after your home properly.
Talk to us first
The quickest way to sort most things out is to let us know.
- Email admin@rlancaster.co.uk
- Phone, text or WhatsApp 07398 042 999
We reply in normal business hours. A short message with a photo or two helps us understand the problem, and it gives us both a clear record of what was said and when.
If it's an emergency, don't wait for us:
- Emergencies: 999
- Smell gas or worried about carbon monoxide: 0800 111 999
- Power cut: 105
- Police, non emergency: 101
If you'd like more help
You're always free to get advice from someone independent, whether or not you've spoken to us first.
- Your local council. If repairs aren't being done, the government's advice is to contact the environmental health team at your local council. Some councils call it the private housing or private sector housing team. Councils can look into poor conditions in rented homes and have legal powers to act. You can find your council on GOV.UK by entering your postcode.
- Shelter. Free housing advice for England online, plus a helpline and webchat for urgent situations.
- Citizens Advice. Free advice on repairs, renting, money and much more.
A new Landlord Ombudsman is on the way
The Renters' Rights Act 2025 sets up a new ombudsman service for private renters. The government says it will offer "fair, impartial and binding resolution for tenants", at no cost to tenants, and will be able to require a landlord to apologise, provide information, put things right or pay compensation.
It isn't open yet. Rules for approving schemes came into force on 17 September 2026, but landlords do not yet have to join. The government's roadmap says it expects membership to become compulsory in 2028, once the service is ready. Until then, please talk to us, and use the council or the advice services above whenever you need to.
Find out more
This guide is general information about renting in England, not legal advice. If you're one of our tenants and have a question, just get in touch.
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