Our aim is always to give you the best service we can – but accept that from time to time things can go wrong.

How to complain

You can make a complaint if you're unhappy with the service you receive from us.

To start, please select which category best describes your complaint:


New complaint      Existing complaint

More information about complaints

  • How our complaints process works
    Stage one
    • You make a complaint to us
    • The person you contact takes responsibility for trying to resolve your complaint there and then
    • If they can't help – they immediately pass it to the right team to resolve
    • You receive a resolution within ten working days
    You have the right to ask us to escalate your complaint to stage two if you're not happy with the resolution we offer at this stage.

    Stage two
    • You explain why you don't agree with our decision
    • You tell us what you want us to do to put it right
    • We review your complaint and our initial decision
    • You receive a resolution within 20 working days

    You can also contact the Housing Ombudsman Service, at any time, to review our decision if we haven't resolved the complaint to your satisfaction.
  • How to make a complaint by phone
    Call us on 0300 456 9996.
  • How to take your complaint further
    You can contact the Housing Ombudsman Service, at any time, to review our decision if we still haven’t resolved the complaint to your satisfaction.

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