Newham

Complaints process

How to tell us if you are unhappy with a service or the way we dealt with an issue.

The process

Make your complaint

In most cases, once we have received your complaint we will discuss it with you to see if we can resolve the issue without having to go through the complaints process.

If we need to look into your complaint further, we will carry out a formal investigation and respond to you, in writing, within 20 working days of receiving your complaint.
 

Ask for a review if you are not satisfied

If you are not satisfied with our response, you can ask for a review of our decision. You will need to:
  • tell us why you are unhappy with our decision
  • include any new information or evidence that could support your case, or highlight anything that you do not feel has been taken into account when you made your complaint.

Contact an ombudsman

If after the review you are still not satisfied with our response, you can make a complaint to the Local Government Ombudsman, an independent body which investigates complaints about councils. If your complaint is about the council as your landlord, you can contact the Housing Ombudsman.

We will tell you which ombudsman you should contact, when we reply to your complaint.
 
 

Social care complaints

We deal with complaints about our social care services slightly differently to other complaints.
 

Adult social care

If you are complaining about adult social care services, we will use a one-stage complaints process which is set out by law.
 
We will send you a full response within 25 working days of receiving your complaint.
 

Children and young people social care

If you are complaining about our children and young people social care services, we will use a legal three-stage complaints process which is set out by law.
 

Stage one

Once we have received your complaint, the manager responsible for the service will look at it and will respond to you, in writing, within ten working days of receiving your complaint. This can be extended to 20 days if we need to investigate further before we can respond to you.
 
If you are not satisfied with our response at this stage, you can request a stage two investigation.
 

Stage two

A departmental complaints officer will look into your complaint and respond to you, in writing, within 25 working days of receiving your request. This can be extended to 65 days if we need more time to investigate further.
 
If you are not satisfied with our response at this stage, you can request a stage three investigation.
 

Stage three

A panel will review the investigation that was carried out under stage two and will decide if the investigation and results were fair.
 
If you are not satisfied with our response at this stage, you can make a complaint to the Local Government Ombudsman, an independent body which investigates complaints about councils. It is a free service.
Back to top

Contact us

  • Complaints and Member Enquiries
    London Borough of Newham
    Newham Dockside
    1000 Dockside Road
    London
    E16 2QU