Housing management complaints
If you're a Lambeth housing tenant or homeowner, you can tell us when you're not happy with something we've done.
1. Local resolution
The first stage of the complaints process is called local resolution. Complaints at this stage are investigated and responded to by the service area that has been complained about. This is because the people who provide the service are in the best place to resolve simple complaints.
If you want to talk to someone call us on 020 7926 9694
If you'd prefer to put your complaint in writing, please email us or send by post at:
London Borough of Lambeth
PO Box 734
Winchester SO23 5DG
You can also make a complaint in person to any member of council staff.
The service area will acknowledge this within two working days and will respond to you within 20 working days.
Hopefully this will resolve the matter. If you are still unhappy you can contact us again for your complaint to be escalated for final review.
2. Final review
Requests for final review should be made after receiving a local resolution outcome.
If the matter has not been resolved, you can ask that your complaint is escalated from local resolution to final review.
Your request should set out in what way the local resolution was inadequate and what you would like to happen, or what action you would like us to take, to resolve the complaint. The review will not address new issues that were not previously raised at the local resolution stage.
We will acknowledge your complaint within two working days. We will then review the handling of your complaint and reply within 25 working days. If we need longer we will contact you.
The outcome of the review will represent our final response on the matter and we will not enter into any further correspondence or discussion on the complaint.
3. Taking your complaint further
If you're not happy with the way that we have handled your complaint and final review, the Independent Housing Ombudsman may be able to consider your case directly, eight weeks after completing the complaint process, or earlier than eight weeks after completing the complaint process where supported by a ‘designated person’. A designated person can be an MP or a local councillor.
Housing Ombudsman Service
Harbour Exchange Square
London E14 9GE