At L&Q we aim to provide good quality homes and services to our customers. Sometimes we fail to do that, and we will put things right as quickly as possible. We have recently updated our policy to reflect our Customer Promise which is aimed at delivering a better, faster response when a customer is dissatisfied with our services.

Below is information on how to make a complaint and how it will be handled. You can also download our complaints policy (PDF, 891KB) and compensation policy (PDF, 732KB) in full. 

Who can make a complaint?

We accept complaints from our customers or anyone directly impacted by our housing related services, including service applicants. We will also accept complaints from someone acting on behalf of a customer. 

Before submitting a complaint, we'd ask you to tell us about the problem so that we can try to resolve it.

Our complaints policy covers instances where customers:

  • are not satisfied with any aspect of a service we have provided
  • are not satisfied with the standard or service provided by our staff or agents
  • feel that we have failed to follow our policies and procedures

You are able to make a complaint in whichever way suits you best, including by phone, email, our on-line complaints form, via social media, by letter, or speaking to a staff member.

How will my complaint be handled?

If you make a complaint, we will do the following:

Contact you within one working day to:

  • personally, acknowledge the complaint
  • fully understand the issues and what outcome you are seeking
  • identify whether you have any vulnerabilities or needs which will help us to resolve the complaint properly
  • identify what actions may be needed to resolve it
  • agree with you the frequency and method of contact during the investigation

If matters cannot be resolved immediately an action plan may be needed. Action plans will state the steps we are going to take to resolve the complaint and will include timescales. This will be agreed with you as soon as possible and no later than ten working days from receipt of your complaint.

We will then investigate the complaint thoroughly and work to deliver an effective resolution for you. We will then tell you the outcome of our investigation and explain why we reached the conclusion we did.

If you are dissatisfied with our response, you can ask for your complaint to be escalated to stage two of our process. Our policy sets out the situations where we will consider escalation.

At this stage of the process, a senior manager, not previously involved, will carry out a complete review of the circumstances surrounding your complaint. They will:

  • contact you to understand the issues and the resolution you are seeking
  • review the previous investigations and actions to assess whether we met our responsibilities
  • identify any additional actions that may be required to achieve a resolution
  • make a decision, sign-off the review and send you a full written response

Taking your complaint further

If, after receiving our final written response, you think we have still not resolved your complaint to your satisfaction, you can contact the Housing Ombudsman.

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