Our 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 Section Head responsible for the service in question. Their contact details can be found in 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 Section Head you are still dissatisfied, you should contact Roy Evans, Director of Housing. 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.

 Leasehold Valuation Tribunal

The County Court no longer has the power to deal with an application to determine whether the level of service charges is reasonable or not. This role in now undertaken by the Leasehold Valuation Tribunal (LVT). If you dispute your service charge bill and consider the costs unreasonable, you can make an application to refer the matter to the LVT. There is an application fee (currently ranging between £50 and £350). The LVT is an independent statutory body set up to determine, amongst other things, the reasonableness of service charges. If you intend to make an application to be heard in person then the LVT will usually consist of three members, a lawyer, surveyor and lay person. Alternatively you may elect to have your application dealt with by written submission. The LVT Office will be able to advise you further on this option. The Council can ask the County Court to make a money judgement for service charge arrears, but the Court is likely to refer the case to an LVT if you dispute the charges and want to determine their reasonableness. The Council can also ask an LVT to determine the reasonableness of charges for proposed works and you can do the same. An LVT can determine reasonableness in respect of charges such as:-

• Repairs and maintenance to a block or estate
• Cleaning, gardening, lighting and other communal services
• Building insurance
• Professional fees

Residential Property Tribunal Service
2nd Floor
10 Alfred Place
London WC1E 7LR
Telephone: 020 7446 7700
Facsimile:   020 7637 1250

National Helpline: 0845 600 3178

Website: www.rpts.gov.uk

If you are disputing service charges, you must, in the first instance, inform your Estate Manager, management co-operative or RMO without delay.  It may be that your dispute can be resolved quickly without needing to involve the LVT.