Complaints and feedback

Make a complaint online

You can also email us your complaint at complaints@southwark.gov.uk or call the complaints team on 020 7525 0042.

Read our complaints policy (PDF, 321 KB) and complaint handling procedure (PDF, 598KB).

Your initial complaint must be made to the service that you're unhappy with.

We hope you will be satisfied with our response to your initial complaint. However, if you're still unhappy, you can ask to escalate the matter.

Escalate a complaint

Escalate your complaint

To have your complaint reviewed you'll need to summarise why you are unhappy with our initial response.

We'll review the complaint and our initial response. If we find we are not at fault, your complaint will not progress.

If you don't want to use our online escalation form, you can also ask us to review your complaint by:

• calling 0207 525 0042
• or writing to us at Customer Resolution Team, PO BOX 64529, London, SE1P 5LX

If there is a delay in reviewing your complaint, we'll let you know.

This is the final stage of our internal complaints procedure.

Read our habitual contact policy (PDF, 92KB). Email complaints@southwark.gov.uk for a copy of our compensation policy.

Taking matters further

If you're unhappy with the way we've handled your complaint, contact the Local Government Ombudsman or the Housing Ombudsman.

We may also refer the complaint to an ombudsman ourselves.

The Housing Ombudsman handles complaints about local authorities as landlords. Read our self assessment for the Housing Ombudsman (PDF, 584KB).

The Local Government Ombudsman investigates complaints about most other local authority services. 

These are free, independent services that investigate complaints against councils.

You can complain to the ombudsman at any time. But, they will only investigate if you've gone through our complaints procedure.