Make a Complaint

At L&G , we strive to provide you with the best possible service. If you are dissatisfied with any services provided by us or any of our partners, we would like to hear your feedback and resolve the matter quickly to restore your trust in us and to help us to learn from any mistakes.

We always strive to provide an excellent service to our customers, however we understand that sometimes things don’t go to plan. If you’re unhappy with any services provided by us or any of our partners, please let us know. We’ll investigate the matter quickly, understand how we can make it right for you and learn from any mistakes made.

If you have access to My Brolly, you can raise a complaint directly through this portal, otherwise please fill in the form below with as much information as possible.

Our Complaints Policy provides more information about how we will oversee your complaint, including timescales for a response, but here’s a broad overview:

Complaints FAQs

What is a complaint?

The Housing Ombudsman defines a complaint as:

“An expression of dissatisfaction from a resident about the standard of service, actions, or lack of action by their landlord”

If you have reported an issue to us, and you do not think we have taken the appropriate action or responded in a suitable way, you can log a complaint to let us know where you think we have gone wrong and how you would like this resolved.
A complaint is not a request for service and must be handled in line with our complaints policy.

What must I do before making a complaint?

If you have a concern or something isn’t quite right, please start by raising it as a ‘service request’. This helps our teams and partners respond quickly and ensure services are delivered to the standards you expect. More information on how to do this is provided below.

What is a service request?

A service request is a way for you to ask us to put something right. If you have an issue in your home, you should let your management provider know. We should then tell you how we will respond to the issue and clearly set out what action we will take.

You can log a service request via My Brolly, using our online enquiry form, or by contacting your management provider.

Pinnacle
0203 701 3514
landgah@pinnaclegroup.co.uk

Southern
0800 121 6060
lgah@southernhousing.org.uk

Great Places
0161 527 3641
l&genquiries@greatplaces.org.uk

CHP
0300 555 0500
enquiries@chp.org.uk

Flagship
0808 1962229
LandG.info@flagship-homes.co.uk

Coastline
01209 200200
customer.service@coastlinehousing.co.uk

How do I make a complaint?

We recommend logging a complaint by using My Brolly, the complaints form on this page, or by contacting your management provider and using their complaints process.

What should I include in my complaint?

In order to fully address your complaint, we kindly request the following information:

When you first reported the issue
Who you reported the issue to
Any actions that L&G or our partners have taken
If this has had an effect on you or your household
How you would like us to put it right
Any photos that can support your complaint
Your contact details

Who can complain?

You can make a complaint if you are:

A tenant
A shared owner
A household member of an L&G customer (with permission)
Impacted by one of our residents i.e. a neighbour, anti-social behaviour
An individuals who has the tenant’s or shared owner’s permission to contact us

What falls outside of the complaints process?

There are certain issues which cannot be considered a complaint under our policy:

Issues that are part of any ongoing legal action.
Issues that have already been through our complaints process.
12 months has passed since the issue occurred which is the reason for the complaint.
Complaints of anti-social behaviour by another individual, will be handled under the terms of our anti-social behaviour policy. We will however deal with complaints where you feel we have not followed our anti-social behaviour policy of process correctly.
Complaints relating to General Data Protection Regulation (GDPR) legislation.
Any expression of dissatisfaction which is outside of our responsibilities, such as a service offered by another organisation. In those circumstances we will help you to direct your complaint to the right organisation.
A general service request which is asking us to take action to put something right. This will be passed to the relevant team to address as part of our service commitments.

When can I contact the Housing Ombudsman?

You may contact the Housing Ombudsman at any point during the complaint process. However, the assistance they offer will depend on whether L&G’s complaints procedure has been completed and when. You can escalate to the Housing Ombudsman when you have exhausted our complaints process, having received a Stage One and Stage Two decision.

The Housing Ombudsman can help progress our decision if:

You have not received your Stage One decision in 10 working days and you have not been notified of an extension of a maximum of another 10 working days.
Your Stage One decision goes past 20 working days and you are still awaiting a decision.
You have not received a Stage Two decision within 20 working days and you have not been notified of an extension of a maximum of another 20 working days.
Your Stage Two decision goes past 40 working days and you are still awaiting a decision.
You have not received an acknowledgement of your complaint within 5 working days.
Your letter from LGAH does not include a paragraph stating that it is a final response, indicating that there is more we can do. The Housing Ombudsman can make checks with us to help you know whether the complaints process has finished.

How can I contact the Housing Ombudsman?

If you remain dissatisfied with the decision, you can appeal to the Housing Ombudsman by filling out an online complaint form. They will review how your complaint has been handled: Housing Ombudsman Service

Email: info@housing-ombudsman.org.uk
Telephone: 0300 111 3000 (Phone line opening hours are: Monday, Tuesday, Wednesday, Friday 9am – 5pm, Thursday 9am – 3.30pm)

Post: Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

What is the Housing Ombudsman’s process?

The Housing Ombudsman does not have a rigid process for each complaint. Once they have had time to consider the individual circumstances of your complaint, they will decide the best way to resolve it. For instance, they may:

Advise you to contact a different organisation if it is an issue they are better placed to resolve. For example, a mediation service.
Work with L&G and you to resolve the dispute through an agreement.
Carry out an investigation over the way we handled your initial problem and how we dealt with your complaint.

What falls outside the Housing Ombudsman’s complaints process?

There are some complaints that the Housing Ombudsman are unable to consider, for example, if your complaint has been considered by a court. The Housing Ombudsman will tell you as soon as possible if they are unable to consider any element of your complaint. Wherever possible, please provide any details of any organisation that may be able to assist you to resolve the dispute.

If I am unhappy with the Housing Ombudsman decision, what can I do?

The Housing Ombudsman’s decision is final and we are obliged to follow any orders made by the Housing Ombudsman. If you’re unhappy with with the decision itself, you can request for it to be reviewed. More information can be found here: Requesting a review of our decision | Housing Ombudsman

Can the Housing Ombudsman complain on my behalf?

The Housing Ombudsman are an independent and impartial organisation. This means they cannot represent you or make the complaint on your behalf. They do not act on behalf of L&G either. The Housing Ombudsman believe the bast way to resolve a dispute is quickly and locally, by a resident and their landlord.

Can someone else complain on my behalf?

Yes. If you have an advocate or someone supporting you – such as a family member, MP, local councillor, or agency – they can raise a complaint for you. To do this, we need their details on our system and your permission to speak with them about your case. If we don’t have this in place, we’ll contact you first to confirm.

For further information about our complaints process, please take a look at our complaints policy.

First name*

Last name*

Account reference number (if applicable)

Email address*

Phone number

Full address (if applicable)

Please can you provide a full summary of what your complaint is about and how you would like us to put things right. Please check the information on this page on what to include in your complaint. If your complaint relates to a previous complaint you have made, please provide the reference number.

Do you have any access or support requirements that you would like us to be aware of that may have affected how you have received a service (or that may be useful to help with the resolution of your complaint)?

If you have any supporting documents, photos or videos to support your complaint, please upload them here.

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