How to make a complaint

If you are unhappy with the service you receive from us, you can access our complaints procedure. We have a dedicated, central Customer Relations Team to help you when you feel you are not getting the quality of service from us that you should, and need the issue to be investigated.

You can find out more about making a complaint, by reading our  complaints procedure.

Two important things to consider before submitting a complaint:

• Have you told your tenancy services officer or our customer services team about this issue?
• Have you allowed at least 10 days for the team to respond to your request?

Contact our customer services team

• Online - You can use the online complaint form to log your complaint.
• By telephone - Call the Customer Relations Team on 0844 406 9000 ext. 6150.
• In writing - Download the complaint form (PDF, 2.8 MB), fill it in and return it to the customer relations team, at the following address:
  

  L&Q Customer Relations Team
  Group PO Box 194
  Sidcup
  Kent
  DA15 0AJ

Need help with making a complaint?

If you cannot make the complaint yourself, or simply want the support of others, please ask a friend, carer or other advocate to help you. Our complaints procedure is also open to those acting on your behalf, for example a residents' association, MP or Citizens Advice Bureaux.

Our Translation service for residents

For residents who need a document translated or an interpreter in order to explain any part of your tenancy to you or access any of our services, we provide a free to access translation service. You can either contact L&Q Direct on 0800 015 6536 or your Tenancy Services Officer to access this service.  Find out more on our translations page.