Complaining to Land & Property Services

Most LPS services and phone helplines are available but Customer Information Centres will remain closed until further notice.  You can email rating@lpsni.gov.uk (for queries about your rate bill), valuation@lpsni.gov.uk (for property valuation queries) or CustomerInformation.LandRegistration@finance-ni.gov.uk (for land registry queries). The Ordnance Survey helpline remains closed however you can email Mapping.Helpdesk@finance-ni.gov.uk for mapping queries.  You can keep up to date with available services at the  Department of Finance website.

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

You can make a complaint by contacting the Corporate Correspondence and Complaints Unit in LPS: 

• by email: customerservices@lpsni.gov.uk
• by phone: on 0300 200 7805 (between 9.00am-5.00pm, Monday to Thursday and 9.00am-4.00pm on a Friday)
• in writing, posting to:  Corporate Correspondence and Complaints Unit, Land & Property Services, Lanyon Plaza, 7 Lanyon Place, Belfast, BT1 3LP 

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:

• telephone: 0300 200 7801
• text relay: 18001 0300 200 7801
   
• Valuation of domestic properties for rates

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

• Getting a rates refund

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:

• LPS complaints procedure

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

• Land & Property Service headquarters

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.

• Northern Ireland Public Services Ombudsman

More useful links

• LPS privacy notice
• A guide to rates