Complaints and feedback

Apply online for housing arbitration

The Southwark Arbitration Service resolves disputes between us and our tenants and leaseholders.

It's a tribunal process that is independent of the council. It is a quick, simple and informal way of resolving disputes. It is free and because it's informal, there is usually no need for legal representatives.

You'll need to have exhausted the complaints process before making an application. If you're having difficulties completing the form, call the Arbitration Service on 0207 525 7429 or email arbitration@southwark.gov.uk.

Types of disputes

The types of complaints from tenants that we can deal with are contained in the Tenancy Agreement (Conditions of Tenancy) booklet, and include:

•  disrepair
•  missed appointments
•  lack of heating and hot water
•  standard of repair

The types of complaints from leaseholders that we can deal with are:

• alleged unreasonable action with regard to the right to buy sales process
• alleged breaches of covenant, excluding those which fall under the jurisdiction of the Leasehold Valuation Tribunal

The Arbitration Service does not consider service charge disputes between leaseholders. If you think your service charge bill is wrong, you can tell us what you think is wrong and ask us to check your charges. Call the accounts team, whose details will be found on your invoice.

How does it work and what to expect at a hearing

The arbitration tribunal is independent of the council.

The panel consists of:

• an elected tenant or leaseholder representative
• an independent chairperson
• a councillor

A qualified housing law expert acts as a legal advisor to the panel.

After we get your application, we will contact you within 5 working days of a hearing date and location. This will usually be at our offices at 160 Tooley Street.

You can attend the hearing. As can the council. You can be represented, though this is not essential. The tribunal panel may call witnesses and question them.

You'll be able to question the officer representing us and any of our witnesses.

You'll get a written tribunal judgement within 28 days of the hearing.

The decisions of the panel are binding on both you and us.

Read the full rules relating to the arbitration service:

• rules of Southwark tenancy tribunal
• rules of Southwark leasehold tribunal
• rules of Southwark leasehold tribunal Appendix 1

Contact us

• email us at arbitration@southwark.gov.uk
• call us on 0207 525 7429