How to file a complaint at Loughborough EMB Housing Office

Stage 1: Housing  Office

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

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

How to make a complaint

Via our online form below

If you want to talk to someone, call us on 0207 926 8800

If you would prefer to put your complaint in writing, please email: LEMB@loughboroughestate.org.uk

You can also write to us at:

Loughborough EMB
10 Featley Road, 
London, SW9 7LJ

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 process.

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

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.