Complaint Procedure for Leaseholders
Our aim is to provide all our customers with good quality services. However, there may be times when you are unhappy with the service you receive and consider it appropriate to lodge a complaint. Your complaints are important to us because they help us put things right and improve our services. That's why we have three simple complaint stages.
| Stage One
You should write to or email the Customer Relations manager setting out your complaints, marking your letter Stage One Complaint. This should be addressed to: Customer Feedback Lambeth Living Hambrook House Porden Road London, SW2 5RW Email: feedback@lambethliving.org.uk Tel:
020 7926 Your complaint will be acknowledged within three working days and we aim to respond in full to your complaint within 15 working days. |
| Stage Two
If you are not happy with the Stage One response you should write or email again to the Customer Relations Manager, enclosing a copy of the Stage One Complaint together with the reasons why you are not satisfied and marking it Stage Two Complaint. They will arrange for a senior manager to investigate your complaint. We aim to respond to Stage Two Complaints within 15 working days. |
| Stage Three
If you are still not happy after the Stage Two investigation you can complain to the Council's Chief Executive. The Chief Executive's Corporate Complaints Unit will now investigate your complaint. It is independent of the service you are complaining about and will carry out a full review of your complaint. We aim to send you a report of the investigation within 20 working days. To make a Stage Three Complaint you should contact: Corporate Complaints Unit Lambeth Town Hall, Brixton Hill London, SW2 1RW Email: complaints@lambeth.gov.uk Tel: 020 7926 9694 |
| Local Government Ombudsman (LGO)
If you remain dissatisfied with the way your complaint has been handled, you can contact the LGO. This is an independent national service that investigates complaints about local councils. You can make a complaint at any time, however, it will usually only investigate if you have already been through our complaints procedure. To make a complaint to the ombudsman you should contact: Local Government Ombudsman The Oaks 2 Westwood Way Westwood Business Park Coventry CV4 8JB Tel: 02476 820000 Website: www.lgo.org.uk |
| Leaseholders'
Valuation Tribunal (LVT)
As a leaseholder you can take the matter to the LVT at any stage of the process, but this should be considered a last resort. To take your dispute to the LVT you should contact: Residential Property Tribunal Services 10 Alfred Place London, WC1E 7LR Tel: 0845 600 3178 Email: London.rap@communities.gsi. Website: www.rpts.gov.uk |
| Leasehold Advisory
Service (LEASE)
It is strongly advised that any leaseholder who wishes to take a dispute to the LVT first seeks advice from LEASE. Leasehold Advisors are available for telephone advice from 9.30am to 3.30pm, Monday to Friday. LEASE can be contacted at: Leasehold Advisory Service 31 Worship Street London, EC2A 2DX Tel: 0845 346 1993 Email: info@lease-advise.org |