Summary of our complaints procedure

Who can use the complaints procedure?

Anyone who receives a service directly managed by L&Q. It is also open to anyone acting on your behalf, for example residents' associations, MPs or Citizens Advice Bureau.

When should I use the complaints procedure?

If you are unhappy with the service provided, please contact your neighbourhood services officer or you can contact L&Q Direct on freephone 0800 0156 536 to log your complaint. If you remain unhappy you can then make a complaint through our customer relations team, an independent team within L&Q who manage the complaints process.

Stage 1 - Customer Relations Team

This team will log and investigate your complaint and you will receive a response within 10 working days. The team will also follow up any action agreed to help resolve your complaint*. (*Please note we will only deal with a complaint regarding an issue that is less than 12 months old.)

Stage 2 - Senior Manager/Director

If you remain unhappy, the Customer Relations Team will pass the complaint to the relevant manager (within one month of receiving a Stage 1 response). We will forward you their response within 10 working days and the team will follow up any actions agreed.

Stage 3 - Complaints review panel

There is also the opportunity for the panel to review the complaint with the customer in attendance. The panel is made up of members of L&Qs Boards and Committees who are independent of staff including a resident representative. The review can be heard in writing or in person, with a friend or advocate. We will send you information on the next panel date within 10 working days of hearing from you.

If you would like to make a complaint online, please use our Complaint form

Taking your complaint further

If you still wish to pursue the complaint you can then get in touch with the Independent Housing Ombudsman at:

81 Aldwych, London,
WC2B 4HN
Telephone: 0207 421 3800
Fax: 0207 831 1942

The Housing Ombudsman will only accept a complaint if it has been through the above procedure. If your complaint is related to your support service you can contact your local supporting people team.