Tell us what you think
We welcome your feedback. The housing team is committed to
providing a high standard of services and your comments will help
us to measure how well or badly we are doing.
To make any general comments please contact:
Department of Community and Children's Services
PO Box 270
Guildhall
London EC2P 2EJ
Tel 020 7332 1636
Email
Complaints
If your feedback is more serious we have a procedure for
complaints. It is important to distinguish between a complaint and
for example, a request for repairs. Reporting that a repair is
needed is not a complaint - reporting that it has been done badly
is a complaint. So if
- We have done something wrong, or
- We have failed to provide a particular service, or
- You are dissatisfied with the way we deliver a particular
service, or
- You are not happy with the way that you have been dealt with in
person, by letter or telephone, or
- You believe that you have been treated unfairly
Then please let us know by making use of the complaints
procedure set out below.
How do I make a complaint?
Step 1: Your initial complaint should be
directed to the officer responsible, the service provider - for
instance your Resident Estate Officer or Repair Superintendent.
This not part of the formal complaints procedure.
Step 2: If your initial complaint is not
resolved, or you are not satisfied, then you should make a formal
complaint to the designated complaints officer:
Department of Community and Children's Services
PO Box 270
Guildhall
London EC2P 2EJ
Tel 020 7332 1636
Email
You do not have to put your complaint in
writing, you can telephone or come to see the complaints officer at
the office. Alternatively, a home visit can be arranged if
preferred.
The complaints officer will register and
acknowledge your complaint within seven days. Your complaint will
be investigated within 28 days of that letter being sent. If the
issue is very complicated and you cannot be given a full report
within that time you will be sent a progress report.
Step 3: If you are not satisfied with the
result of the investigations and the decision made, you can then go
to the next stage and have your complaint considered by the
Director of Community Services. The time limits are the same as in
step two.
Step 4: If you are still dissatisfied, you can
have your complaint considered by the Housing Complaints Committee.
The Town Clerk and Chief Executive will acknowledge your complaint
within seven days and arrange a meeting of the Housing Complaints
Committee within 28 days.
The Housing Complaints Committee is made up of three people: one
will be the Chairman / Deputy Chairman of the
Committee
or other Common Councilman, one will be a Chief Officer / Head of
Department other than the Director of the Department of
Community and Children's Services or anyone closely connected
with the Department of Community and Children's Services and the
other will be a nominated representative from a
Residents' Association.
If you wish, you will have the opportunity to put your complaint
in person, or have someone do so on your behalf if you prefer. The
Complaints Committee will be held at the most suitable place; this
may be at Guildhall or at your home. The decision of the Complaints
Committee is final.
What if I am still not satisfied?
If you remain dissatisfied with the way the City of London has
dealt with your complaint and wish to take the matter further, you
should contact the
Local Government
Ombudsman
10th floor
Millbank Tower
Millbank London
SW1P 4QP
Tel 020 7217 4620
Fax 020 7217 4621
Independent advice
You may wish to seek independent advise about your complaint.
Organisations such as the Citizens Advice Bureau or your local MP
will be able to help you.