Feedback, complaints & compliments

Housing Service’s complaints process

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 2 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 fill out our online form.

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. 

An independent investigator will be appointed to look at your complaint. They will contact you to agree the outstanding issues and will then prepare a report within 25 working days or tell you why it will take longer. 

The Executive Head of Service will write to you and send you a copy of the complaint report giving you their view of the findings. 

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.

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