How to make a complaint
The quickest way to make sure your complaint is dealt with is to raise it on My Account. My Account gives you the ability to track your complaint and monitor its progress.
If you are already dealing with a council officer, or you know which service to contact, you may want to discuss your issue by telephone. Some things can be fixed quickly at an informal stage. If you are not sure about which part of the council is responsible, please use our A to Z to find the relevant information or telephone the switchboard on 020 8825 5000.
Make a complaint online
If you are unhappy with the service you have received, fill in this form so we can put things right.
Before you start
Not all issues can be dealt with by our formal complaints procedure. Do not complete this form:
- if you would like to report a missed collection
- if a street light has stopped working
- if a vehicle has been abandoned on your street
- if you want to dispute a parking ticket or penalty charge notice (PCN)
- if you are a council tenant and your complaint is regarding how we dealt with a matter relating to your home
- if you want to appeal a school's decision because your child has been refused a place
- if you want to complete a SEND appeal
- to report a repair to a council property
- to request a bulky items collection or order a bin, box or bag
- to report a problem with a tree
- to complain about a councillor
You will need to:
- detail what happened and how it affected you
- give the time, date, and location
- tell us what you want to happen to put things right
Uploading supporting documents
We may ask you to upload some documents. For example: Documents or photographs relating to the complaint.Accepted file types: Word (docx), Acrobat (pdf), Excel (xlsx), Plain text (txt)
- Zip files can't be uploaded
- we also accept photos taken on phones and tablets and the following image file types - jpeg, gif, png
- there is a maximum individual file size per document of 50MB
What happens next
You can track the progress of your complaint in My Account.
Stage one
Your complaint will be acknowledged within 5 working days and sent to the relevant service area to review.
Once we investigate your complaint, we will send you a response explaining our findings. We aim to respond within 10 working days of the complaint being acknowledged.
Stage two
If you are not happy with the stage one response you can request a final review of your complaint at stage two. Please tell us the parts of the response you are unhappy with and the desired outcome.
Your complaint will be acknowledged withing 5 working days and we aim to respond within 20 working days of the complaint being acknowledged.