Complaining to Land & Property Services

You can complain to Land & Property Services (LPS) about how they dealt with you as a ratepayer. This includes complaining about an application for help paying your rates. LPS will investigate and answer your complaint.

Types of complaints 

You can complain to LPS about:

  • a mistake in a rates bill
  • property valuation
  • a long delay in processing  your application for help with rates
  • a long delay in processing your request for a property valuation
  • the way LPS treated you

You can complain to LPS about different services at the same time. 

How to make a complaint

To make a complaint, contact Corporate Correspondence and Complaints Unit in LPS: 

  • by email: customerservices@lpsni.gov.uk
  • by telephone:  0300 200 7805
  • by telephone if calling from outside the UK  +44 28 9049 5837
  • in person at a Customer Information Centre
  • in writing 

Complaints about Housing Benefit and Rate Relief 

If you don't agree with the amount of Housing Benefit you are receiving, you need to appeal the decision. For information about the appeal process, contact:

Housing Benefit and Rate Relief Unit
Queen's Court
56-66 Upper Queen Street
Belfast

  • telephone: 0300 200 7802

Licensing complaints

If your complaint is about a licensing decision and you’ve used all internal processes, you can contact:

Information Commissioner's Office (ICO)
Wycliffe House
Wilmslow
Water Lane
SK9 5AF

  • telephone: 0303 123 1113
  • ICO 

Valuation appeals

You can appeal the valuation LPS gave your property.

For information about the appeal procedure:

You must pay your rates bill while LPS assesses your appeal. If your appeal is successful, LPS will refund any overpayment.

Replying to your complaint

When you complain to LPS:

  • they usually confirm in writing within two working days that they received your complaint 
  • they will send you a full response within ten working days
  • they will tell you if there is a delay in replying

LPS complaints procedure

LPS has a complaints procedure. You must use this procedure if you want them to investigate your complaint.

To read more, go to:

If you’re unhappy with their response, contact the Chief Executive:

Contacting the Ombudsman

If you're still unhappy with the response from LPS, you can contact the Northern Ireland Public Services Ombudsman (NIPSO). The Ombudsman doesn't usually investigate a complaint unless the internal complaints procedure has been exhausted.

More useful links

Share this page

What do you want to do?
What is your question about?
Do you want a reply?
Your email address
To reply to you, we need your email address
Your feedback

We will not reply to your feedback.  Don't include any personal or financial information, for example National Insurance, credit card numbers, or phone numbers.

This feedback form is for issues with the nidirect website only.

You can use it to report a problem or suggest an improvement to a webpage.

If you have a question about a government service or policy, you should contact the relevant government organisation directly as we don’t have access to information about you held by government departments.

You must be aged 13 years or older - if you’re younger, ask someone with parental responsibility to send the feedback for you.

The nidirect privacy notice applies to any information you send on this feedback form.

Don't include any personal or financial information, for example National Insurance, credit card numbers, or phone numbers.

Plain text only, 750 characters maximum.
Plain text only, 750 characters maximum.

What to do next

Comments or queries about angling can be emailed to anglingcorrespondence@daera-ni.gov.uk 

What to do next

If you have a comment or query about benefits, you will need to contact the government department or agency which handles that benefit.  Contacts for common benefits are listed below.

Carer's Allowance

Call 0800 587 0912
Email 
dcs.incomingpostteamdhc2@nissa.gsi.gov.uk

Discretionary support / Short-term benefit advance

Call 0800 587 2750 
Email 
customerservice.unit@communities-ni.gov.uk

Disability Living Allowance

Call 0800 587 0912 
Email dcs.incomingpostteamdhc2@nissa.gsi.gov.uk

Employment and Support Allowance

Call 0800 587 1377

Jobseeker’s Allowance

Contact your local Jobs & Benefits office

Personal Independence Payment

Call 0800 587 0932

If your query is about another benefit, select ‘Other’ from the drop-down menu above.

What to do next

Comments or queries about the Blue Badge scheme can be emailed to bluebadges@infrastructure-ni.gov.uk or you can also call 0300 200 7818.

What to do next

For queries or advice about careers, contact the Careers Service.

What to do next

For queries or advice about Child Maintenance, contact the Child Maintenance Service.

What to do next

For queries or advice about claiming compensation due to a road problem, contact DFI Roads claim unit.

What to do next

For queries or advice about criminal record checks, email ani@accessni.gov.uk

What to do next

Application and payment queries can be emailed to ema_ni@slc.co.uk

What to do next

For queries or advice about employment rights, contact the Labour Relations Agency.

What to do next

For queries or advice about birth, death, marriage and civil partnership certificates and research, contact the General Register Office Northern Ireland (GRONI) by email gro_nisra@finance-ni.gov.uk

What to do next

For queries about:

If your query is about another topic, select ‘Other’ from the drop-down menu above.

What to do next

For queries or advice about passports, contact HM Passport Office.

What to do next

For queries or advice about Penalty Charge Notices (PCNs), including parking tickets and bus lane PCNs, email dcu@infrastructure-ni.gov.uk

What to do next

For queries or advice about pensions, contact the Northern Ireland Pension Centre.

What to do next

If you wish to report a problem with a road or street you can do so online in this section.

If you wish to check on a problem or fault you have already reported, contact DfI Roads.

What to do next

For queries or advice about historical, social or cultural records relating to Northern Ireland, use the Public Record Office of Northern Ireland (PRONI) enquiry service.

What to do next

For queries or advice about rates, email LPSCustomerTeam@lpsni.gov.uk

What to do next

For queries or advice about  60+ and Senior Citizen SmartPasses (which can be used to get concessionary travel on public transport), contact Smartpass - Translink.