How to complain about L&Q, and what to do if they ignore you
L&Q (London & Quadrant) manages around 105,000 homes, primarily across London and the South East. Once seen as a flagship of social housing development, the group has been in the headlines repeatedly since 2022 over a backlog of disrepair complaints and slow repairs response times.
L&Q's outer-London estates have a documented concentration of damp and mould complaints. The group's own published quarterly figures show repairs response times remain above the published service standard, and upheld severe-failing findings against it have risen year-on-year.
How to complain about L&Q
The route they publish under the statutory Complaint Handling Code. Awaab's Law repair deadlines run in parallel: the complaints clock and the repair clock are separate.
- 1
Stage 1, investigation
Target: 10 working days for response
Submit complaint via online form, email or call 0300 456 9998. Acknowledged within 5 working days; stage-1 response within 10 working days.
- 2
Stage 2, senior review
Target: 20 working days
Request escalation within 28 days of stage-1 response. Senior team responds within 20 working days. L&Q sometimes extends complex cases to 8 weeks.
- 3
Still not fixed?
If L&Q miss these deadlines, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints. The Ombudsman has already named L&Q in its 2024-25 review for upholding tenants' complaints, so you would not be the first.
L&Q's outer-London stock has a documented concentration of damp/mould complaints. Be specific about location and dates in your complaint.
Call free: 0800 030 4669L&Q contact info
Verified from L&Q's own website on 2026-05-18. Always double-check before sending, landlords change contact details.
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How L&Q's own tenants rate them
These are L&Q's own tenants' scores, collected by the housing regulator in 2024-25. We didn't pick the numbers.
RSH TSM 2024-25 · gov.uk source · L&Q's own TSM page
Most landlords means the middle score across every social landlord in England in the 2024-25 regulator data. The thin line on each bar marks that middle score.
L&Q: Housing Ombudsman record 2024-25
The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named L&Q for upholding tenants' complaints of maladministration over repairs and conditions.
Source: independent statutory complaints review 2024-25. housing-ombudsman.org.uk · published 23 September 2025. See all 2024-25 records.
A real L&Q case decided by an independent ruling
This is a published independent statutory ruling, not our own client. It shows the compensation L&Q was ordered to pay a tenant, and the kind of failing we help you act on.
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Common issues with L&Q
Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.
Damp and mould
Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Leaks and flooding
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Broken heating and hot water
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Sample complaint email to L&Q
Copy this, fill in the bracketed details, and send. It cites Section 11, the Fitness Act and Awaab's Law.
See the full sample email
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law Dear L&Q, I am writing to formally complain about disrepair at my home at [your address]. The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts]. I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed. LEGAL POSITION: Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair. Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation. Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation. This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code. If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation. Yours faithfully, [Your name] [Your address] [Your phone] [Your email]
Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.
Frequently asked questions about L&Q
What is L&Q's phone number?
Where is L&Q's head office?
How do I complain about L&Q?
What can I do if L&Q have ignored my repairs?
How long does L&Q have to fix my repair?
How do I report damp and mould to L&Q?
Can I claim compensation from L&Q?
What if L&Q have inspected but done nothing?
How do I escalate a complaint about L&Q?
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By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only, not a promise; every case is different.