The housing advice and options services have become a local authority trading company and are now branded as Encompass, they provide the housing advice service on behalf of the London borough of Sutton. Please view the Encompass web page for more information.

This process covers complaints on matters dealt with by our Housing Centre. Complaints regarding housing benefit are covered by our Corporate Complaints Process, please refer to All other services.

Stage 1

We will acknowledge your complaint in writing within 3 working days.
10 working days is the expected timescale for a full response. This may need to be extended, and if so we will contact you to agree a new deadline. The investigating officer may also contact you during this time to discuss or clarify your concerns.

To make a complaint, please email Please provide as much detail as possible, attaching any relevent emails, letters that will assist us in investigatng your complaint.

If you are submitting a complaint on behalf of someone else, we will need proof of authorisation.

Stage 2 - investigation 

If you are not happy with your Stage 1 response, you can contact the officer to discuss the outstanding concerns or you can contact the Customer Care and Improvement Team within 20 working days to request a Stage 2 investigation, stating which aspects of your complaint you remain dissatisfied with and why. 
If you are still not happy
You can refer your complaint to the Local Government Ombudsman.
Sutton Housing Partnership (SHP) council tenants
If you are council housed in Sutton, contact the number below for enquiries, repair requests, comments or complaints. SHP has its own compliments and complaint process. 
Telephone: 020 8915 2000 
Roundshaw tenants
For enquiries or comments, speak to the staff in your local office. They will also help you if you have a complaint. 
Telephone: 020 3535 5050
Other housing association tenants
Any queries/complaints need to be raised with your housing association representative.