Useful Contacts
London Borough of Lambeth
Heating and Hot Water Repairs: 020 7926 6000
Housing Benefits: 020 7926 6000
Rent Telephone Payment Line: 020 8290 2086
Complaints
OUR COMPLAINT PROCEDURE
How to make a complaint and our complaints process
There is a simple two-stage complaints process:
Stage 1 (Local Resolution)
We will consider your complaint at stage 1 and following which if you remain dissatisfied you have the option of referring the matter to Lambeth Council to consider at stage 2 (final review) of Lambeth’s Corporate Complaints Policy.
Once you have submitted your complaint, we will provide you with an acknowledgement within 5 working days from receipt and issue a written response within 10 working days from the date the acknowledgement is sent.
Where a case is complex it may take longer to respond. If this is the case, we will explain why there is a delay, set out when you can expect a response, and provide contact details for the Ombudsman.
You will receive details on how to escalate your complaint to stage 2 within the stage 1 response.
When reviewing complaints at stage 1, we follow Lambeth’s Corporate Complaints Policy, for further information please see the following link: https://www.lambeth.gov.uk/sites/default/files/2026-02/Corporate-Complaints-Policy-January-2026.pdf
Stage 2 (Final Review)
This stage is independently investigated by Lambeth’s Corporate Complaints team who will acknowledge your complaint within 5 working days from receipt and issue a written response 20 working days from the date the acknowledgement is sent.
Referral to the Ombudsman
If you are not happy with the way your complaint has been handled, you have the right to escalate to the Ombudsman for an independent view: https://www.lambeth.gov.uk/about-council/contact-us/make-complaint/ombudsman
How to make a complaint
Via our online form: committee@wellingtonmills.org.uk
If you want to talk to someone, call us on 0207 633 0255
If you would prefer to put your complaint in writing, please email: wellingtonmills@lambeth.gov.uk
You can also write to us at:
Wellington Mills Housing Co-op, 24 Mead Row, London, SE1 7JG
You can also make a complaint in person to any member of staff who will arrange for it to be recorded and managed through the stage 1 complaints proce