How to complain about L&Q
Customer service phone: 0300 456 9998
Address: L&Q, 29-35 West Ham Lane, Stratford, London, E15 4PH
Online form: https://www.lqgroup.org.uk/contact-us/complaints
Response time: 10 working days (stage 1), 20 working days (stage 2).
Verified from L&Q's own website on 2026-05-18. Always double-check before sending, landlords change contact details.
How to send your complaint
L&Q accepts complaints by four routes. Pick whichever you can document, written routes (email, online form, letter) are easier to prove later than phone calls.
Slowest, but the most formal. Send recorded delivery and keep the receipt.
L&Q's complaints procedure
- Stage 1, 10 working days
Submit complaint via online form, email or call 0300 456 9998. Acknowledged within 5 working days; stage-1 response within 10 working days.
- Stage 2, 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.
- Still not fixed?
If L&Q miss these deadlines or still leave the problem unfixed, you may have a claim. Call us free on 0800 030 4669 and we will tell you honestly.
L&Q's outer-London stock has a documented concentration of damp/mould complaints. Be specific about location and dates in your complaint.
Should you use Support for Tenants instead of complaining yourself?
Honest answer: often not. If your damages would likely be under £3,000 and you mainly want the repair done, working through L&Q's own two-stage complaints process is usually enough.
A claim through us makes sense when damages are bigger (£5,000+ in losses, illness, or destroyed belongings), or when L&Q have been recalcitrant even after you have exhausted their complaints process. Then a legal claim with court-order enforcement is the right tool.
FAQs about complaining to L&Q
Where do I send a complaint letter to L&Q?
L&Q, 29-35 West Ham Lane, Stratford, London, E15 4PH. Verified 2026-05-18.
How long does L&Q take to respond to a complaint?
10 working days for the stage-1 response, 20 working days for stage-2 if you escalate. If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim. Call us free on 0800 030 4669.
What if L&Q ignore my complaint?
After 8 weeks of no proper response you don't need to wait further, you may have a claim. Call us free on 0800 030 4669. Document every contact you've made: dates, times, names, reference numbers. That evidence is what supports a claim for compensation and repairs.
Can I claim compensation from L&Q?
Yes, if you've reported a hazard and L&Q have ignored it past the Awaab's Law deadlines (24 hours to investigate and make safe an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days from the end of that investigation to complete the safety work), you may be able to claim compensation. How much depends on how long the problem lasted, how serious it was, and any effect on your health.
See also: L&Q main page · Ombudsman vs a claim · Letter builder · What to do if they ignore you