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 would you like the matter resolved – specific results of outcomes
How to file a complaint at Waltham Estate Housing Office
Stage 1:Housing Office
Complaints at this stage are investigated and responded to by the Waltham Estate RMO Housing Office that has been ‘complained about’. All complaints will receive acknowledgement within five days of receipt. A full written response will be sent to you within ten working days from date acknowledgement sent to you. Where a complaint 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 the second stage at the end of the first stage.
Stage 2:Final Review
If you are unhappy with the outcome of the Stage 1 complaint, then you have the right to have your complaint reviewed by the Corporate Complaints Unit. Either through the email: complaints@lambeth.gov.uk or a letter to: Complaints, London Borough of Lambeth, PO Box 80771 London, SW2 9QQ”
The second stage is investigated by the complaints team. Final reviews are independent of the service you have complained about, so they will need details about your initial complaint. They will acknowledge your complaint within five working days. They will send a written response within twenty working days of acknowledging the complaint. Where a complaint 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.
Stage 3: The Housing Ombudsman
If you remain dissatisfied after your complaint has been considered at the Final Review stage, you have the right to complain to the Housing Ombudsman. The Housing Ombudsman investigates complaints about councils and some other authorities. They are appointed by His Majesty the King and make decisions independently of all government departments, councils and politicians.
Complain Conclusion/Outcome
All formal complaints are recorded with confidentiality. WERMO will send you an acknowledgement within three 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.
