SERVICES
Feedback & Complaints
Waltham Estate RMO and Lambeth Council operates a two stage complaints process on resolving complaints at the earliest opportunity.
When making your complaint
please tell us as much as you
can about the issue, including:
- What went wrong – topic of you complaint
- When it happened – time and date
- Who you interacted with – name or address of the person
- How it impacted you – explain the effect the issue had on you
- How would you like the matter resolved – specific results of outcomes
How to make a complaint and our complaints process
There is a simple two-stage complaints process:
Stage 1:Housing Office
We will consider your complaint at stage 1 and following which if you remain dissatisfied you have the option of referring the matter to Lambeth Council to consider at stage 2 (final review) of Lambeth’s Corporate Complaints Policy. Once you have submitted your complaint, we will provide you with an acknowledgement within 5 working days from receipt and issue a written response within 10 working days from the date the acknowledgement is sent.
Where a case is complex it may take longer to respond. If this is the case, we will explain why there is a delay, set out when you can expect a response, and provide contact details for the Ombudsman.
You will receive details on how to escalate your complaint to stage 2 within the stage 1 response. When reviewing complaints at stage 1, we follow Lambeth’s Corporate Complaints Policy, for further information please see the following link: https://www.lambeth.gov.uk/sites/default/files/2026-02/Corporate-Complaints-Policy-January-2026.pdf
Stage 2:Final Review
This stage is independently investigated by Lambeth’s Corporate Complaints team who will acknowledge your complaint within 5 working days from receipt and issue a written response 20 working days from the date the acknowledgement is sent.
Referral to the Ombudsman
If you are not happy with the way your complaint has been handled, you have the right to escalate to the Ombudsman for an independent view: https://www.lambeth.gov.uk/about-council/contact-us/make-complaint/ombudsman
How to make a complaint
Via our online form below
If you want to talk to someone, call us on 02079269083
If you would prefer to put your complaint in writing, please email:waltham@wermo.org.uk
You can also write to us at:
The Old Laundry,
Thornicroft House,
Stockwell Road,
London, SW9 9PT
You can also make a complaint in person to any member of staff who will arrange for it to be recorded and managed through the stage 1 complaints process.
Complain Conclusion/Outcome
All formal complaints are recorded with confidentiality. WERMO will send you an acknowledgement within five working days upon receiving the complaint. A full response will be issued in ten working days.
Please note, depending on the complexity of the complaint, WERMO may require more than ten working days to respond with reasonable explanation of the delay included in the response.
Abusive or threatening behaviour towards staff & board members will not be tolerated.
Please file your complaints using the form below.
CONTACT
Get in touch
If you want to learn more about the Waltham Estate RMO or have a question you would like to ask, we would love to hear from you.
