Who you should contact
Sutton Housing Partnership (SHP) council tenants
If you are an SHP tenant you can email them for enquiries, repair requests, to provide comments and make a complaint at customercare@suttonhousingpartnership.org.uk or you can call them on 020 8915 2000.
Roundshaw tenants
Housing for Roundshaw tenants is provided by Metropolitan Thames Valley Housing (MTVH). If you have an enquiry, you can speak to a member of staff at the office located at 5 Mollison Square, Wallington, Sutton SM6 9DA. They will also assist you if you would like to make a complaint.
You can report a problem to MTVH on their website or call them on 0203 535 3535.
For all other housing association tenants
Any enquiries, comments or complaints should be raised directly with your housing association.
Housing Advice
Encompass LATC provide the housing advice service on behalf of the London Borough of Sutton Council.
Making a complaint
Contact us if you would like to make a complaint about something that happened in the past 12 months.
complaints@sutton.gov.uk
Write to us
Sutton Council, Civic Officer, St. Nicholas Way, Sutton SM1 1EA
You should include as much detail as possible, providing any supporting documents such as emails or letters. If you are submitting a complaint on behalf of someone else, we will need proof of authorisation for you to act on their behalf.
Complaints process
Stage 1
Once you have submitted your complaint, we will let you know that it’s been received within 2 working days.
Your complaint will be investigated and responded to in writing within 10 working days. On occasion we may need to extend this, if an extension is required, you will be contacted prior to the 10 working day deadline.
The investigating officer may contact you to discuss or clarify certain aspects of your complaint.
If you are unhappy with the response to your complaint at Stage 1, you have 28 calendar days to request a Stage 2 review. You will need to explain why you remain unhappy and advise of any outcomes you are seeking from your complaint. This will be reviewed and if appropriate, your complaint will be escalated to Stage 2.
Stage 2
A Stage 2 complaint is a review of the Stage 1 investigation and outcomes, it cannot include new issues that were not a part of the Stage 1 investigation.
The Stage 2 review will be conducted by a senior or independent officer who has not previously been involved in your complaint/case.
Your complaint will be investigated and responded to in writing within 20 working days. On occasion we may need to extend this, if an extension is required, you will be contacted prior to the 20 working day deadline.
If you’re not happy with the final outcome
If you remain unhappy following the final decision on your complaint, you have the right to refer it to the Local Government and Social Care Ombudsman.