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.
Customer Information Centres will be closed until further notice. You can reach LPS by using the telephone helpline or 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). All Ordnance Survey services are available online. You can also email Mapping.Helpdesk@finance-ni.gov.uk for mapping queries. You can find out about 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
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.
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.