Langport House, Overton Road,
London SW9 7HN
angelltownhousing@outlook.com
9AM - 5PM
020 7926 8820
Out of Hours
General: 0208 646 9100
Gas/Boiler: 0808 175 0231

Complaints Process

Complaints Procedure and Form

Click on this link to Make a complaint | Lambeth Council

  1. Introduction and background

Angell Town RMO (RMO) aims to provide customers with services that are of a consistently high quality. But things sometimes go wrong and when they do, we want to make sure that we quickly put them right and learn from our mistakes. Angell Town RMO recognises the importance of complaints from our customer in helping to achieve this aim and welcomes them as a valuable form of feedback about our services.
Our aim is to deal with complaints promptly and to resolve any issues to the satisfaction of our customer and Angell Town RMO.
Through our approach to dealing with complaints we aim to show you that we have:

  • Listened to their concerns
  • Taken them seriously
  • Learnt from our mistakes and use the lessons we have learnt to improve our Services
  • Committed ourselves to providing excellent customer services, dealing with individuals in a courteous and efficient manner
  • Provided a quality approach to investigating complaints that is fair and transparent

How to make a complaint
Our complaints process is open and accessible and allows you to make a complaint by whichever method you prefer.
This includes

  • In writing (e-mail or hard copy)

  • By telephone

  • In person at any council building or Angell Town Housing Office.

Complaints can also be made in any language. Where a complaint is made in a language other than English, we would arrange for a translation to be made.
A complaint can be made to any officer who will then ensure that a full written record of the complaint is made and it is recorded on the computerised system.
The complaints process
Angell Town RMO and the Council operates a 2-stage complaints process focused on resolving complaints at the earliest opportunity.
The first stage of the complaints process is called Local Resolution.
Complaints at this stage are investigated and responded to by the Angell Town RMO Housing Office that has been ‘complained about’.
a) Local Resolution – All new complaints will be dealt with at the Local Resolution stage (unless there is a reason for the complaint to be considered at a higher level
i.e. due to the urgent nature of the complaint or the vulnerability of the individual concerned).
A full written response will be sent to you within twenty working days of receipt of your complaint by Angell Town RMO.
The second stage of the complaints process is called Final Review. At this stage the Lambeth’s Corporate Complaints Unit carry out a review of the complaint independent of Angell Town RMO that has been complained about.
b) Final Review – You can escalate your complaint if you are not satisfied with the outcome of the stage one (local resolution). You have the right to have your complaint reviewed by the Corporate Complaints Unit. The Corporate Complaints Unit investigates complaints on behalf of the Chief Executive and will carry out a review of the complaint, independent of the service being complained about. A full written response should be sent to you within twenty-five working days.
Escalation Paragraph
Angell Town RMO and the Council operates a 2-stage complaints process focused on resolving complaints at the earliest opportunity.
The first stage of the complaints process known as Local Resolution is investigated and responded to by Angell Town RMO Office. The second stage of the complaints process is called Final Review where the Corporate Complaints Unit carry out a review of the complaint independent of Angell Town RMO.
Please be informed that you have the right to have your complaint reviewed.
If you wish to exercise this right please state the reasons why you feel your complaint has not been resolved and send them to:
Corporate Complaints Unit
PO Box 734
Winchester
SO23 5DG
Email complaints@lambeth.gov.uk  Telephone: 02079269694 including the following information:

  1. Name of the person making the complaint
  2. Address
  3. Telephone contact number
  4. Nature of the complaint

(c) The Local Government Ombudsman – If you remain dissatisfied after your complaint has been considered at the Final Review stage you have the right to complain to the Local Government Ombudsman. The Local Government Ombudsman investigates complaints about councils and some other authorities. They are appointed by Her Majesty the Queen and make decisions independently of all government departments, councils and politicians.