We aim to provide a high-quality service, but accept that from time to time things can go wrong. If this happens, we want to resolve the problem as quickly as possible.

We'll also use this as an opportunity to identify any areas where our service can be improved. Before making a formal complaint, we'd ask you tell us about the problem so we can try to resolve it. If we can't do this first time, we'll then take further steps to address the problem.

If you remain unhappy with the resolution, you can make a formal complaint. This will first be reviewed by our Complaints team and, if needed, by a Senior Manager.

If a Senior Manager is unable to resolve the complaint, you can request a review by a panel made up of L&Q board members and residents. Members of the panel will not have been involved in the complaint previously.

See are taking your complaint further page for more information.