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Common Questions
Have a look at these common questions before you contact us, as it may help you get an answer quicker.
What are your office opening hours?
The Cowley office is now open to residents on the following days:
Monday to Friday from 8:00 am – 4:00 pm
If you are unable to visit our office in person, we are readily accessible via email at xdhscowley1@lambeth.gov.uk or by telephone at 0207 926 0690. In light of ongoing health considerations post-Covid, we kindly request that you refrain from entering the Estate Office if you or anyone in your household is experiencing COVID-19 symptoms. For your safety and that of others, please use the hand sanitisers or wipes available at the office entrance. Additionally, we encourage you to wear a face mask or covering while in the RMO office.
How do I report anti-social behaviour?
There are a number of ways you can report non-emergency cases of anti-social behaviour, including harassment:
- Contact us here using this form
- Call us on 020 7926 0690 (during office hours)
- Visit us at the Cowley RMO office.
If you feel unsafe but don’t think it’s an emergency, call the Police on 101.
In an emergency, always call the Police on 999.
What if I am not happy with my service?
We recognise that from time to time things do go wrong. If you do have a complaint, please follow our complaint’s procedure here
Why do I have to pay service charge?
Your lease says that you should pay a proportion of the cost of carrying out repairs to your building on your estate. This is known as a service charge.
There are several services that make up the day-to-day service charge. Some are provided to the block, some to the estate, and some are split into block and estate components.
You’ll only be charged for services that are provided to your block or to your estate. Some services are provided every year. Others will only be charged if any work is carried out during that year.
Services making up the day-to-day service charge:
- Boiler repairs and maintenance
- Building insurance
- CCTV
- Cleaning
- Communal electricity
- Communal electrical maintenance
- Communal ventilation maintenance
- Communal water quality
- Communal window cleaning
- Concierge
- Disinfestation
- Door entry system
- Dry riser
- Fire ventilation maintenance
- Grounds maintenance
- Hot water and heating
- Lightning protection
- Lift services and repairs
More information available in a downloadable PDF
Send Us a Message
If your query isn’t answered in our FAQs, please use the form below to get in touch with us. We’re here to help with any additional questions or concerns you may have.
Out of Hours Contact Numbers
Weekdays from 5 pm to 8 pm, and all day on weekends and bank holidays
| Lambeth Council | 020 7926 6000 |
| For emergency repairs, lifts, & communal heating only @ Kingsgate, Chardin, Annesley, call Lambeth Out of Hours: | 020 7926 6666 |
| For heating or boiler emergencies, call BBright Ltd: | 02080500905 |
|
For plumbing, leaks, blockages, and drainage concerns, call OA Plumbing & Heating
|
07398082610, oa.plumbingheating@outlook.com |
| For Electrical Repairs, call RMA Stewart Limited | 07891885774 |
| If you have or suspect a gas leak, contact SGN on | 0800111999 |
| To make a noise complaint, contact the Noise Control Team: | 020 7926 5999 or 020 7926 5000 |
| To report anti-social behaviour out-of-hours, call | 020 7926 6000 |
| Safer Neighbourhood Team Police: | 020 7091 5852 |
| Non-Emergency Services: | 101 |
Visiting Our Office
Our team are on hand for all residents to ask questions and provide information and support.
Our office opening hours are Monday to Friday, 8 am to 4 pm.
Our Adress is:
Cowley House
147 Brixton Road
London
SW9 6LZ
Protecting Our Staff
At Cowley RMO, we hold a deep commitment to fostering a respectful and supportive environment for both our residents and staff. Our team is dedicated to serving the community with professionalism and care, and in turn, they deserve to be treated with respect and dignity. As such, we maintain a zero-tolerance policy towards any form of threatening or abusive behaviour, whether in person, over the phone, or through any other means.
We understand that situations may arise where emotions run high, and we are committed to addressing concerns and resolving issues in a constructive and empathetic manner. However, it is crucial that we maintain a safe and positive environment for everyone involved – residents, staff, and visitors alike.
Infection Control
As health precautions have changed since Covid, we ask that you
- DO NOT come into the Estate Office if you or a member of your household has Covid-19 symptoms under any circumstances.
- You are encouraged to use the hand sanitisers/wipes provided at the entrance to the Estate Office.
- You are encouraged to wear a facemask/covering whilst in the RMO office.
Useful, Non-Emergency Phone Numbers
| Estate Management Office (General) | 020 7926 0690 |
| Repairs Service (during office hours) | 020 7926 0690 |
| Housing Benefit/Council Tax | 0345 302 2313 |
| British Gas (service/repair) | 0845 850 0047 |
| BBright Ltd (individual heating, hot water & radiators 24/7) | 02080500905 |
| Credit and debit card Hotline | 0208 290 2086 |
| L.B. Lambeth (switchboard) | 0207 926 1000 |
| Homeownership Service | 0207 926 6700 |
| Lambeth Social Service | 0207 926 5410 |
Comments and Complaints
The Cowley RMO Complaints Policy is based on the general principles of the MMA and complaints guidelines as provided by the London Borough of Lambeth. You can read it in full by downloading it below:
Complaints Summary
At Cowley RMO, our complaints process is based on Lambeth Council’s corporate complaints policy and procedure. Stage 1 complaints are dealt with by Cowley RMO, and Stage 2 complaints are dealt with by Lambeth Council’s Corporate Complaints Team.
Anyone who receives or is affected by a service from Cowley RMO (including tenants, leaseholders, visitors and contractors) can use this complaints process.
If you’re unhappy with any of our services, please follow the steps outlined below.
Stage 1: Contact the Estate Director
In the first instance, please direct your complaint to the Estate Director of Cowley Estate RMO, who will investigate all Stage 1 complaints (or the Finance/Housing Services Manager in their absence).
You can contact:
Ronke Ayoola, Estate Director, Cowley RMO
Cowley House, 147 Brixton Road, London SW9 6LZ
Phone: 020 7926 0693
Email: aayoola@lambeth.gov.uk
You should normally make your complaint within 28 days of becoming aware of the issue.
We aim to:
Acknowledge your complaint in writing within five working days, and
Provide a full response within ten working days.
If we cannot resolve your complaint immediately, or if the investigation is likely to take longer, we will send you a holding response within ten working days explaining the reasons for the delay and giving a revised timescale.
If you remain dissatisfied with the response at Stage 1, you can ask for your complaint to be escalated to Stage 2.
What if I’m unsatisfied with the Estate Director’s response?
Stage 2: Lambeth Council’s Corporate Complaints Unit
Stage 2 complaints will be considered by Lambeth Council, please see the following link setting out their complaints procedure and Corporate Complaints Policy: Our complaints procedure | Lambeth Council
Your stage 2 complaint will be acknowledged within three working days, and a detailed investigation report is aimed to be provided within 20 working days. Should there be any delays, you will be notified with an explanation and a revised timeline.
Corporate Complaints Unit
Complaints, P.O. Box 734, Winchester, SO23 5DG
Phone: 020 7926 9694
Email: complaints@lambeth.gov.uk
What if my issue is still unresolved?
Final Stage: Referral to the Ombudsman
If you are not happy with the way your complaint has been handled, you have the right to escalate to the Ombudsman for an independent view: https://www.lambeth.gov.uk/about-council/contact-us/make-complaint/ombudsman
You can contact:
Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH
Phone: 0300 061 0614
Website: www.lgo.org.uk
The Ombudsman will usually expect you to have completed the council’s complaints procedure before they consider your case.
Providing Positive Feedback
Cowley RMO encourages residents’ suggestions, concerns and complaints about any of the services we provide. Your views matter to us. Letting us know about any difficulties you have had helps us to improve the services Cowley RMO provide. Cowley RMO would also like to know if you have received a good service. Cowley RMO welcomes compliments when they are deserved, and we will gladly pass them on to the staff responsible.