L&Q's complaints and compensation policies
Find out how we handle complaints, consider compensation and help residents access information about their homes and services.
Our policies explain what you can expect from us, how we make decisions and how we use feedback to improve our services.
- Compensation policy
Sometimes things go wrong, and our services may not meet the standards you expect.
This policy explains when we may offer compensation or take other action to put things right, including refunds and reimbursement of costs.
It also sets out how we assess compensation fairly and consistently.
Read our Compensation policy (PDF, 0.2MB)
- Complaints policy
We want residents to feel confident raising concerns about our services.
This policy explains how to make a complaint, how we'll investigate and respond, and what you can do if you're unhappy with our response.
It follows the Housing Ombudsman's Complaint Handling Code and explains how we use complaints to learn and improve our services.
Read our Complaints policy (PDF, 0.3MB)
- Social Tenants Access to Information Requirements (STAIRs) policy
STAIRs gives social housing residents greater access to information about their homes, L&Q's services and how we make decisions.
This policy explains how we publish information through our Publication Scheme.
Read our STAIRs policy (PDF, 0.1MB)