How to make a complaint to LPS

Our commitment to customers

If you are not satisfied with the standard of service Land & Property Services (LPS) provide to you, there is a procedure you can go through to make a complaint.

LPS 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
  • we give you the wrong information
  • you receive a poor quality service
  • you have a problem with a member of staff

How to make a complaint

  • If you wish to make a complaint you can contact our Corporate Correspondence and Complaints Unit by email - customerservices@lpsni.gov.uk
  • Please state "complaint" in the subject line.
  • Please only provide LPS with information that is relevant to your complaint.
  • You can find out more information in the LPS Complaints procedure.
  • Your complaint will be fully investigated and we aim to issue a response within 10 working days. If LPS is unable to meet this deadline, we will write to inform you.
  • If you are unhappy with the response to your initial complaint, you can contact the Chief Executive as follows:
Ian Snowden
Land & Property Services
Lanyon Plaza
7 Lanyon Place
Town Parks
BELFAST
BT1 3LP
  • If you are still unhappy with our response you can contact the Northern Ireland Public Services Ombudsman:
Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
BELFAST
BT1 6HN
  • The Ombudsman will not normally investigate a complaint unless the Land & Property Services internal complaints procedure has been exhausted.
  • Details on how to complain to the Northern Ireland Public Services Ombudsman can be found on the Ombudsman's website.

Response times

  • LPS aim to acknowledge receipt of your complaint within two working days
  • LPS will issue a full response within 10 working days; or
  • if there is a delay in responding we will keep you informed of our progress
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