Complaints

Our commitment

M.E.M.O. is committed to addressing residents’ concerns promptly and effectively. We always aim to deliver the best services for our residents; however, there may be times when residents may feel we have not met their expectations. If this is the case, then residents can make a formal complaint by following the procedure below.

How to make a complaint

You can make a complaint in the following ways:

1.      Submit your complaint by clicking on this link to fill out our online complaint form

2.      By telephone 0207 976 5788 (during opening hours)

3.     By post - The Millbank Estate Office, Reynolds House Courtyard, London, SW1P 4HP

4.      In person by visiting the Millbank Office:

  • Monday to Thursdays: 9am – 5pm

The complaints process

Stage 1

Once you have submitted your complaint it will be acknowledged by letter within 5 working days. We aim to provide a response with the results of our investigation within 10 working days, if we require longer, we will let you know.

 

Stage 2

If you still remain dissatisfied with the stage 1 response, you can appeal the decision with a Stage 2 complaint to Westminster City Council (WCC).  The complaint will need to have gone through stage 1 first. Stage 2 complaints must be made within 3 months from the Stage 1 response.  

When making a Stage 2 complaint, it is helpful to explain why you are dissatisfied and what you would like as the outcome.

Complaints will be acknowledged within 5 working days and WCC aim to reply within 20 working days from the day of acknowledgement.

Please follow this link and you will be directed to the WCC website for more information on stage 2 complaints.

Complaining to the Ombudsman

If you’re unhappy with the way your stage 1 and stage 2 complaints have been handled, you can contact the Local Government Ombudsman.  This is an independent national service that investigates complaints. This is an independent national service that investigates complaints against councils. 

If your complaint concerns housing management (tenant or lessee services), you should contact the Housing Ombudsman. 

The stage 2 response will indicate which ombudsman you should contact, or if in doubt, click on the links provided, and the ombudsman websites will explain if they can assist.