Comments and Complaints Procedure
Our aim is to provide all our customers with good quality services.
You may feel unhappy with the service you receive or you may want to make a suggestion that helps us improve it. We also hope that there are times when you would like to tell us when we do something well.
Your comments are important to us because they help us put things right and improve our services. That’s why we have three simple complaint stages.
At the bottom of this page you can download a feedback form which you can print out and send back to us.
What should I do if I am not happy with one of your services?
Stage 1
We can usually put things right quickly if you complain direct to the service you are not happy about. You should speak or write to the manager of the service (stamped address envelopes available on request) and let them know what the problem is. They will try to sort out any difficulties straight away. If this is not possible, they will let you know how long it should take.
Name & Position | Responsibilities |
| Mark Browne (Director) 020 7926 0216 | Housing Management & Services |
| Trevor Daley (Assistant Director) 020 7926 0212 | Maintenance Service |
Carole Cunningham (Senior Housing | Service Charges, Rents, Tenancy Issues |
If you are not sure who to contact you can talk to any of our Generic Housing Officers
We aim to respond to your complaint, at this stage, within 10 working days.
What should I do if I am not happy with this manager’s reply?
Stage 2
You can now complain to the Director. The Director will acknowledge your complaint within three working days of you contacting him the Director will investigate your complaint and reply within 10 working days. Sometimes we may need longer but we will explain the reasons for any delay and let you know when you can expect a full reply.
To make a Stage 2 complaint, you should contact:
Mark Browne (Director)
Community Office
Brockham Drive
London SW2 3RY
Tel: 020 7926 0216
Fax: 020 7926 0218
Email: Mark Browne
What should I do if I am still not happy?
Stage 3
If you are still not happy after the Stage 2 investigation, you can complain to the Chair of the Board (Roupell Park RMC Executive Committee). The Chair will now investigate your complaint. It is independent of the service you are complaining about and will carry out a full review of your complaint. We will acknowledge your Stage 3 complaint within three working days and let you know how long it will take to give you a full reply. We aim to send you a report of the investigation within 15 working days. If we need to take longer we will explain the reasons for any delay and let you know when you can expect a full reply.
To make a Stage 3 complaint, you should contact:
Carla Pall (Chair of the Board)
Committee Office
1 Tanhurst House
Redland Way
London
SW2 3LS
What should I do if I am still not happy?
Stage 4
If you are still not happy after the Stage 3 investigation, you can complain to the Chief Executive of United Resident Housing (URH). The Chief Executive will now investigate your complaint. It is independent of the service you are complaining about and will carry out a full review of your complaint. We will acknowledge your Stage 4 complaint within three working days and let you know how long it will take to give you a full reply. We aim to send you a report of the investigation within 15 working days. If we need to take longer we will explain the reasons for any delay and let you know when you can expect a full reply.
To make a Stage 4 complaint, you should contact:
Nilavra Mukerji (Interim Chief Executive)
United Residents Housing Ltd
The Loughborough Centre
105 Angell Road
London
SW9 7PD
Tel: 020 7733 9929
Fax: 020 7587 3519
Email: Nilavra Mukerji
How do I contact the ombudsman?
If you are not satisfied with the way we have handled your complaint, you can contact the Local Government Ombudsman. This is an independent national service that investigates complaints about local councils. You can make a complaint to it at any time, however, it will usually only investigate if you have already been though our own complaints procedure.
To make a complaint to the ombudsman you should contact:
Local Government Ombudsman
The Oaks
2 Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Tel: 02476 820000
Website: www.lgo.org.uk
Who can help me make a complaint?
If you would like help, you can contact your Local Councillor or Member of Parliament. You can also get help from a specialist advice agency or advocacy organisation.
Contact details for your local councillor:
Cllr: Steve Reed 020 8674 8316
Cllr: Florence Nosegbe 07985 735 474
Cllr: Betty Evans-Jacas 07985 735 890
If you would like further information, you can contact:
Carole Cunningham (Senior Housing Officer)
Community Office
Brockham Drive
London
SW2 3RY
Tel: 020 7926 0220
Fax: 020 7926 0218
Email: Carole Cunningham
You can write to:
Roupell Park RMC Ltd
Community Office
Brockham Drive
London
SW2 3RY
Tel: 020 7926 0219
Fax: 020 7926 0218
Download a copy of the Roupell Park Complaints Policy here or collect one from the housing office.
Please phone 020 7926 0219 if you would like details of how to make a complaint in another language, braille or large print.
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