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Complaints

It's important to us that when you think we've got it wrong, we're able to put matters right as quickly as possible
Resident on the phone

How to make a complaint

If you're unhappy with the service you receive from us, you can use our online complaints form to let us know

Complaints process

If you need to complain, the person you contact will take responsibility for trying to resolve your complaint there and then. If they can’t help – perhaps because it doesn’t relate to their part of the business – they’ll pass it to the right team immediately to resolve.

This is stage one of our complaints process. If you’re not happy with the resolution we offer you at this stage, you have the right to ask us to escalate your complaint to stage two.

You’ll need to explain why you don’t agree with our decision and what you want us to do to put it right.

Get in touch

We're here to help you with your complaint, contact us online or by calling our customer service centre on 0300 456 9996

The Housing Ombudsman

You can also access the Housing Ombudsman at any time. Their contact details are:

Email: info@housing-ombudsman.org.uk 
Website: www.housing-ombudsman.org.uk 
Telephone: 0300 111 3000

Taking your complaint further

If we still haven’t resolved the complaint to your satisfaction, you can contact a designated person – an MP, a local councillor or a Tenant Panel – to help find a solution. At L&Q we don't operate a Tenant Panel.

Their role is to help resolve disputes between tenants and their landlords which they can do in whatever way they think is most likely to work.

The designated person can also refer your complaint to the Housing Ombudsman Service.

If you decide not to contact a designated person, you can go directly to the Ombudsman eight weeks after we have given you our final response to your complaint.

Customer service centre

0300 456 9996

Monday to Friday: 8am - 6pm (excluding bank holidays)

Outside these hours, we operate an emergency only service

Home sales

0300 456 9997

Monday to Friday: 8am - 6pm (excluding bank holidays)

Head office

0300 456 9998

For all business inquiries please contact our Head office

Our complaints and compensation policies

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L&Q's complaints policy
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L&Q's interim compensation policy from 1 April 2020
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L&Q's standard compensation policy
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