The 6 stages to handling a complaint

How to raise a complaint, what steps should you follow and who should you contact.

1. How to make a complaint

You can make a complaint to L&Q either by telephone, in writing (email or letter), through our social media channels, and face to face*. If you wish to raise a petition about an issue, we will also deal with this through our complaint’s policy.

*Additional Covid restrictions copy

2. Official or unofficial complaint

Unless you tell us otherwise, we will treat this as an official complaint. If you don’t want it to be an official complaint and we are able to offer a suitable resolution, then we will treat it as an unofficial complaint

3. Time to respond

Once we receive a complaint it will be passed to one of our Customer Liaison Officers who has 10 working days to make a decision but will aim to discuss the issue(s) you have raised within two working days of receiving the complaint.

The Customer Liaison Officer will try to contact you before issuing the decision to discuss it. In very rare circumstances we may ask for a 10-day extension if further information is required before making a final decision.

4. Our decision

Once you receive the formal decision if you are happy with our response you don’t need to take any further action and your complaint will be closed. If, however, you are not happy with this you can escalate the complaint to a tier 2 complaint.

5. Tier 2 complaint

This will be passed to the Resolution Lead who will review the facts of the case and investigation and then make a final decision. They have 20 working days to make a final decision, and again, in exceptional circumstances, we may ask for a 10-day extension. We will try to contact you before issuing the final decision to discuss it.

6. Next steps

If you are satisfied with our response you don’t need to take any further action, however, if you are not satisfied with our response then our complaints process has been exhausted but you can take this to the Housing Ombudsman who will then investigate your complaint and our response.

You can take your complaint to the Ombudsman if we haven’t dealt with it within 8 weeks.

Additional support

You have access to the Housing Ombudsman all the way through the complaints process.

The Housing Ombudsman’s details are:

Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ

Tel: 0300 111 3000
Mon - Fri: 9:15am - 5:15pm

If you want to make a complaint, you can do so through any of the options below. When you get in touch, please let us know how we have got things wrong, what we could have done differently, and how you think we might be able to put things right.

You can call us on 0161 968 0300 or email us here

Write to us at Laurus Homes, 126-150 Washway Road, Sale M33 6AG

Looking after the information you provide us is really important. You can find out how we use and store your personal data in our Privacy Policy.