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
- 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.
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:
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 (if outside the UK, dial +44 28 9067 5505) Lines open between 9.00 am and 5.00 pm, Monday to Thursday and 9.00 am and 4.00 pm Friday
- by writing to: Corporate Correspondence and Complaints Unit, Land & Property Services, Lanyon Plaza, 7 Lanyon Place, Belfast, BT1 3LP
Replying to your complaint
When you complain to LPS, they:
- usually confirm they have got your complaint in writing within two working days
- will send you a full response within 15 working days
- will tell you if there is a delay in replying
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.
Licensing complaints
If your complaint is about a licensing decision and you’ve used all LPS processes, you can contact:
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.