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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.

If you are interested in forming a tenant panel to help resolve complaints please visit our taking your complaint further page.

  • Compliments, comments and suggestions

    If you are happy with the service you receive from L&Q, or you have a suggestion for ways of improving things, why not drop us a line?

    Compliments, comments and suggestions