Who this is for: Residents complaining about Southwark services; housing escalation depends on the landlord and issue.
A first request for a repair and a complaint about poor service are different. Keep the original repair moving while making clear when you are also complaining about the handling of it.
What do I need to do?
- For an existing repair, check MySouthwark and use “query a repair”. If contacting the contractor does not resolve it, email repairs@southwark.gov.uk; if it is an emergency or you cannot get online, call 020 7525 2600. Track or complain about a repair.
- To complain formally, use Southwark’s complaints and feedback page and select the relevant service. State that you are making a complaint, what went wrong, and what you want done.
- Keep the complaint acknowledgement, reference, and reply. If dissatisfied with stage 1, request escalation to stage 2 and explain the unresolved points. Housing Ombudsman: how to complain to your landlord.
What information will I need?
Include a short dated timeline, relevant references, correspondence, photographs where useful, the practical impact, and your requested remedy. For example:
I am complaining about the handling of the repair reported on [date], reference [reference]. The unresolved problem is [description]. Please confirm the action, responsible team, and expected completion date, and address the service failures described below.
What happens next?
For landlord complaints covered by its Code, the Housing Ombudsman sets acknowledgement within 5 working days, then a stage-1 reply within 10 working days of acknowledgement or a stage-2 reply within 20 working days of escalation acknowledgement. Extensions require an explanation and response date. These are complaint-response times, not deadlines for completing repairs. Complaint timescales and delay help.
The Ombudsman can help if a landlord fails to respond. Formal investigation ordinarily follows both complaint stages; take an unresolved final response to it promptly. Its current guide says the stage-2 response must be within the previous 12 months. When to bring your complaint.
Scope check: housing management complaints, service-charge disputes, and other council complaints can have different routes. Follow the final response’s escalation information and obtain specialist advice where a tribunal or payment dispute is involved; do not assume every council issue belongs with the Housing Ombudsman.