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How To Make A Complaint

Corporate Complaints Procedure

Our commitment to customers

We aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our service

What is a complaint?

A complaint is when you tell us you are not happy about the service we provide.

It can be about anything and could include

  • When we do not deliver a service on time
  • When we give you the wrong information
  • When you receive a poor quality service
  • When you have a problem with a member of staff

There are different categories of complaint which can be made to LPS

Housing Benefit Complaints

There is a separate Housing Benefit appeals procedure if you do not agree with the amount of Housing Benefit you are receiving.

You can get details from:

Housing Benefit Rate Relief Unit
Londonderry House
Chichester Street
TOWN PARKS
Belfast, BT14JJ

  • Freephone:0800 5877477

Or on the NI Direct website

Valuation Complaints

There is a separate appeals procedure if you do not agree with the valuation we have placed on your property.

You can get details details of the appeal procedure as follows:

  • Phone: 028 9054 3774
  • Minicom: 1800 1101
  • Fax: 028 9054 3800

You must still pay your rates while your appeal is being heard. If your appeal is successful we will refund any amount overpaid, along with interest.

Licensing Complaints

If your complaint is specific to a Licensing decision and all internal processes have been exhausted you can contact:

Office of Public Sector Information
102 Petty France
London
SW1H 9AJ

Tel: 020 7276 5215

Fax: 020 7276 5207

General Complaints

How to make a complaint

If you wish to make a complaint you can contact our Central Correspondence and Complaints Team in any of the ways listed below.

  • By e-mail: customerservices@lpsni.gov.uk
  • By phone to our Customer Complaints Team on 028 90 251853
  • By fax to our Customer Complaints team on 028 90 251566
  • In person at one of our offices
  • In writing to our Central Correspondence and Complaints Team at:

Land & Property Services,
Central Correspondence and Complaints Team,
2nd Floor
Lincoln Building
27 - 45 Great Victoria Street,
MALONE LOWER,
Belfast.
BT2 7SL

You can use the following link to find your nearest LPS office

Your complaint will be fully investigated and a response issued within 10 working days.

If you are unhappy with the response you can contact the Chief Executive as follows:

John Wilkinson
Land & Property Services
Queen’s Court
56-66 Upper Queen Street
TOWN PARKS
Belfast
BT1 6FD

If you are still unhappy with our response you can contact the Ombudsman

The Ombudsman
Freepost BEL 1478
Belfast
BT1 6BR

The Ombudsman will not normally investigate a complaint unless the internal complaints procedure has been exhausted. It is necessary to contact the Ombudsman through your MLA.

Details on how to complain to the Ombudsman can be found on the Ombudsman's website:

Response times

We will acknowledge receipt of your complaint within 2 working days

We will issue a full response within 10 working days

If there is a delay in responding we will keep you informed of our progress

Comments

We are happy to receive any other comments on our service to customers. Please contact us in any of the ways mentioned above or complete a comment card at any of our offices. Alternatively you can email us from the contact us section of our website.