What should I do if I am not happy with one of your services?
Stage 1
We can usually put things right quickly if you complain direct to the service you are not happy about. You should speak or write to the manager of the service and let them know what your problem is.
They will try to sort out any difficulties straightaway. If this is not possible, they will let you know how long it should take. We aim to respond to your complaint within ten working days.
What should I do if I am not happy with this manager's reply?
Stage 2
You can now complain to URH's Chief Executive. The Chief Executive will acknowledge your complaint within three working days of you contacting him. He will arrange to investigate your complaint and reply within 10 working days. Sometimes we may need longer but we will explain the reasons for any delay and let you know when you can expect a full reply.
Sarah Florentine United Residents Housing 105 Angell Road London SW9 7PD
If you are still not happy after the Stage 2 investigation, you can complain to Lambeth Council's Corporate Complaints Unit, explaining why you are dissatisfied. They will investigate your complaint and are independent of the service you are complaining about and will carry out a full review of your complaint.
They will acknowledge your Stage 3 complaint within three working days and let you know how long it will take to give you a reply. They aim to send you a report of their investigation within 20 working days. If they need longer they will explain the reasons for any delay and let you know when you can expect a full reply.
Corporate Complaints Unit Lambeth Town Hall London SW2 1RW
If you are not happy with the way we have handled your complaint, you can contact the Local Government Ombudsman. This is an independent national service that investigates complaints about local councils. You can make a complaint to them at any time, however they will usually only investigate if you have already been through our own complaint procedure.
printer-friendly version
