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
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
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.
Our complaints and compensation policies
L&Q's interim compensation policy from 1 April 2020
L&Q's standard compensation policy
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