Complaints and feedback

We have insurance to protect our property and liabilities, and those of our stakeholders. This includes a building policy for housing lessees. It also has a voluntary tenants' and lessees' contents insurance scheme.

This guidance is mainly about how to claim for injuries or property damage you believe we caused.

Read the general guide on making claims (PDF, 28KB).

We aim to make fair and quick decisions. To accept a liability claim and pay, we must be legally liable for the injury or damage.

If we have no liability for any injury or damage, we will not pay anything.

It is usually quickest to claim off property insurance you may have.

Property or personal injury claims

For loss or damage to property and/or personal injury (due to our negligence), complete and return the property and injury liability report form.

If your claim is connected to an incident on a road or pavement within Southwark (other than red routes), email claims.regen@southwark.gov.uk.

Transport claims

For other (non-highways) incidents email centralinsuranceservices@southwark.gov.uk.

For damage and injury liability claims originating on "red routes" contact Transport for London (TFL) customer services on 0343 222 1234 and ask for Streets Department.

For leaseholder loss or damage to buildings such as damage from burst pipes to plasterwork in the premises, refer to home owners services or call 020 7525 7660.

For incidents involving a council insured vehicle, contact Fleet Services call 020 7525 2410.

For incidents involving a Veolia refuse vehicle, contact Veolia call 020 7525 2560.

Home contents claims

We are only liable for losses to your contents if you can prove it, and then we'll usually limit our liability to their value after wear and tear.

Your own insurance, by contrast, will usually be settled on a "new for old" basis. 

We have set up a pay-as-you-go, new-for-old home contents insurance scheme for tenants and leaseholders. For more information on this scheme, contact your local housing office. Email crystal@jltgroup.com or call 0845 601 7007.

Liability insurer's claims handlers

Until 30 September 2025, our liability insurer's claims handlers are Gallagher Bassett. Call 01245 772 200

The cover period is 1 May 1998 to 30 September 2024.

Any Employers Liability or Public Liability Portal claims need to be submitted against Gallagher Bassett ID - D00019.

To request a copy of our insurance rate card, email

Fraud detection and exchange of information

The data held by Southwark Council will be exchanged with other authorities, our insurers and their agents for the prevention and detection of fraud.