How to file a complaint at Loughborough EMB Housing Office

Stage 1:Housing  Office

Complaints at this stage are investigated and responded to by the LEMB Housing Office that has been ‘complained about’. All complaints will receive acknowledgement within five days of receipt. A full written response will be sent to you within fifteen working days from date acknowledgement sent to you. Where a complaint 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 the second stage at the end of the first stage.

When making your complaint please tell us as much as you can about the issue, including:

  • What went wrong – topic of you complaint
  • When it happened – time and date
  • Who you interacted with – name or address of the person
  • How would you like the matter resolved – specific results of outcomes

Stage 2:Final Review

If you are unhappy with the outcome of the Stage 1 complaint, then you have the right to have your complaint reviewed by the Corporate Complaints Unit. Either through the email: complaints@lambeth.gov.uk or a letter to: Complaints, London Borough of Lambeth, PO Box 80771 London, SW2 9QQ”

The second stage is investigated by the complaints team. Final reviews are independent of the service you have complained about, so they will need details about your initial complaint. They will acknowledge your complaint within five working days. They will send a written response within twenty working days of acknowledging the complaint. Where a complaint 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.

Stage 3: The Housing Ombudsman

If you remain dissatisfied after your complaint has been considered at the Final Review stage, you have the right to complain to the Housing Ombudsman. The Housing Ombudsman investigates complaints about councils and some other authorities. They are appointed by His Majesty the King and make decisions independently of all government departments, councils and politicians.

Complain Conclusion/Outcome

All formal complaints are recorded with confidentiality. LEMB will send you an acknowledgement within three working days upon receiving the complaint. A full response will be issued in ten working days.

Please note, depending on the complexity of the complaint, LEMB may require more than ten working days to respond with reasonable explanation of the delay included in the response.

Abusive or threatening behaviour towards staff & board members will not be tolerated.