Comments and complaints

What should I do if I am not happy with one of your services?

Stage 1

The estate director for Waltham Estate RMO is responsible for investigating all stage 1 complaints irrespective of service area. The contact details for the estate director are:

 


Estate Director, Waltham Estate RMO
Waltham Estate Resident Management Org.
The Old Laundry
Thornicroft House
Stockwell Road
London
SW9 9PT

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

If you are still not happy after the stage 1 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 2 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 I am still not happy?

 

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.