How to Complain

The Council's procedure for dealing with complaints is set out below. It is important you follow the stages shown if we are to respond to your complaint quickly.

Step 1
Wherever possible we will try to deal with your problem at a local level. In the first instance, you should telephone, email or write to the Head of Rent Collection Service. The appropriate contact details are given under the useful contacts section. Unless dealt with immediately you will receive an acknowledgement letter within 7 days and a full written response within 14 days.

Step 2
If, after complaining to the Head of Rent Collection Service you are still dissatisfied, you should write to Chris Buss, Director of Finance. He will send you an acknowledgement letter within 7 days and a full written response within 14 days. In exceptional cases requiring lengthy investigation he will keep you informed of developments.

Step 3
If you are still dissatisfied having been through steps 1 and 2 you can contact the Chief Executive, Gerald Jones. He will take an independent view of your complaint and make sure it is thoroughly investigated. The Chief Executive can be contacted at:

Wandsworth Council
The Town Hall,
Wandsworth High Street,
London  SW18 2PU
Telephone: (020) 8871 6001

Full details of the Council's complaints procedures can be found in the "Suggestions and Complaints" leaflet which is available from most service points.

It is hoped that you will not find it necessary to go through all these steps but if you are still unhappy with the Council's response you may wish to contact your local Councillor, MP or the Local Government Ombudsman.

 Councillors and Members of Parliament

Your Ward Councillors and Member of Parliament are available to represent you and can be contacted by letter, telephone or in person at their regular advice surgeries. If you don't know the name of your local representative you can find out from your local library or by contacting the Town Hall Information Point in the Concourse by telephone on (020) 8871 6060.

 The Ombudsman

If you think you have been unfairly treated you can ask the Local Government Ombudsman to investigate on your behalf. He is independent and impartial. You can refer your complaint to the Ombudsman either directly or via a Councillor. You should first, however, give the Council a chance to deal with your complaint. The Ombudsman can be contacted at

Local Government Ombudsman
The Oaks No 2
Westwood Way
Westwood Business Park
Coventry CV4 8JB

Telephone 024 7682 0000
Facsimile   024 7682 0001

Please note that the Ombudsman is concerned with cases of maladministration. That means he cannot investigate the policy of the Council, only the way that the policy is put into action.

Further information is available in the leaflet "Complaint about the Council? How to complain to your Local Government Ombudsman". You can obtain a copy from libraries and from the Town Hall Information Point in the Concourse by telephone on (020) 8871 6060.