Our complaints procedure
There is a simple two-stage process for making a complaint about a council service.
For complaints about children's social care, the process is different. Find out how to make a complaint about children's social care.
1. Local resolution
Once you have submitted your complaint, we will acknowledge your complaint and notify the service you have complained about so they can investigate internally. They are in the best position to resolve your complaint.
For housing complaints relating to tenant/landlord functions, we will issue a written response within 10 working days of acknowledging the complaint. For all other complaints we will send a response within 20 working days from the date of receipt.
Where a housing complaint relating to tenant/landlord functions 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 local resolution.
2. Final review
If you do not think that your complaint has been resolved after the first stage, you have the right to have it reviewed. This second stage is investigated by our complaints team. Final reviews are independent of the service you have complained about so we'll need details about your initial complaint.
You’ll need to complete a form with details such as:
- what went wrong
- when it happened
- who you dealt with
- any reference numbers you have
- how you would like the matter resolved
We will acknowledge your complaint within 5 working days. For housing complaints relating to tenant/landlord functions, we will send a written response within 20 working days of acknowledging the complaint. For all other complaints we will send a response within 25 working days from the date of receipt.
Where a housing complaint relating to tenant/landlord functions is complex, it may take longer to respond. We will explain the reason why, set out when you can expect a response, and provide contact details for the ombudsman. For all other services we will tell you the reason why there is a delay and when you can expect a full response.
Read the Lambeth Corporate Complaints Policy - April 2024 (PDF 110.61KB)
Other ways to make a complaint
If you want to talk to someone call us on 020 7926 9694.
If you'd prefer to put your complaint in writing please email complaints@lambeth.gov.uk or write to us at:
London Borough of Lambeth
PO Box 80771
London
SW2 9QQ
You can also make a complaint in person to any member of council staff.
Referral to Ombudsman
If you are not happy with the way the council has handled your complaint you have the right to refer it to the Ombudsman.