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 - local resolution
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 firstname.lastname@example.org. 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.