Make a complaint

What do you want to complain about?

Housing management

If you're a council tenant, you can complain to us by post, phone or email:

Housing Management
37 Pembroke Road
London
W8 6PW

Phone: 0800 137 111
Phone: 020 3617 7080
Email: [email protected]

Children's services

For complaints relating to children in care, you can complain by calling or emailing us:

Phone: 020 7745 6501
Email: [email protected]

Adult social care and health services

You can make a complaint by post, phone or email:

Adult Social Care
Customer Engagement Team
Westminster City Hall
64 Victoria Street
London
SW1E 6QP

Phone: 0800 587 0072
Email: [email protected]

Something else

For any other complaint about council services, you can complain by phone or email:

Phone: 020 7361 2060
Email: [email protected]

Monday to Friday, 9am to 4pm

The complaints process

Complaints usually involve 2 stages.

Stage 1: the initial complaint

A team leader or manager will usually look into your complaint.

We aim to reply by letter or email within 10 working days. Complex complaints or those involving more than 1 service may take longer.

We’ll keep you updated if there are any delays.

Let us know within 20 working days if you are not happy with the response.

Stage 2: investigation or senior manager review

A senior manager, usually the head of service, will review your complaint and respond.

They will look at why you disagree and consider any new information you provide.

Complaints about children's services will also involve an investigating officer and an independent person, to make sure the investigation is fair.

Stage 3: review panel – children's services only

If you're still unhappy, you can ask for your complaint to be considered by a review panel.

If you get the go-ahead, a review panel will convene within 30 working days.

This will be made up of 3 independent panel members. You can also ask a friend, relative or advocate to speak on your behalf.

The panel will send recommendations to you and the executive director of children's services within 5 working days of the meeting. The executive director will then send you a letter with their final decision within 15 working days.

Going to an ombudsman

If you are still not happy, you can refer your complaint to an ombudsman.

Ombudsmen are free, independent services. They will investigate your complaint in a fair or impartial way.

Contact the Housing Ombudsman Service for complaints about housing management, estate services or repair.

Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
Phone: 0300 111 3000

For anything else, contact the Local Government and Social Care Ombudsman.

Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH

Phone: 0300 061 0614