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 open hours?

We are open 8:00 am – 4:30 pm on Monday, Tuesday, Thursday and Friday.

We are open 8:00 am – 4:00 pm on Wednesday.

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 the form above
  • Call us on: 020 7926 0690 (during office hours)
  • or at Cowley RMO office.

If you feel unsafe but you 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 are open 8:00 am – 4:30 pm on Monday, Tuesday, Thursday and Friday.

We are open 8:00 am – 4:00 pm on Wednesday.

Why do I have to pay service charge?

We are open 8:00 am – 4:30 pm on Monday, Tuesday, Thursday and Friday.

We are open 8:00 am – 4:00 pm on Wednesday.

Get in touch

Cowley Resident Management Organisation
Cowley House
147 Brixton Road London
SW9 6LZ

T: 0207 926 0690/ 0697
F: 0207 926 0692
E: cowley@lambeth.gov.uk

Useful Phone Numbers

Estate Management Office (General) 020 7926 0690
Repairs Service 020 7926 0690
First call (out of hours repair service) 0207 926 6666
Housing Benefit/Council Tax 0345 302 2313
British Gas (service/repair) 0845 850 0047
Transco (Emergency gas service) 0800 111 999
Credit and debit card Hotline 0208 290 2086
L.B. Lambeth (switch board) 0207 926 1000
Homeownership Service 0207 926 6700
Lambeth Social Service 0207 926 5410

Feedback

Has a member of the Cowley team done something great you would like to shout about? Then come into the office and complete the Cowley RMO positive feedback form.

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.

How to Make a Complaint

We recognise that from time to time things do go wrong. If you do find yourself** a please follow our complaint’s procedure as detailed below:

BEFORE STAGE 1: THE INFORMAL APPROACH

If you have a problem with the way Cowley RMO manage or maintain residents’ homes or services you should firstly discuss it with the estate office. Our staff will be happy to talk over complaints or suggestions, and most problems can be dealt with on the spot.

AFTER STAGE 1A: A Written Complaint

If you remain unhappy, you should put the complaint in writing. Cowley RMO would prefer it if you used the standard form provided for this purpose, returning it in the envelope marked confidential to the Estate Director. If you would like to make an appointment for an officer to write a complaint on your behalf, please contact the estate office.

However, if you would prefer to telephone through a complaint, or call at our office, then this is perfectly acceptable. Cowley RMO staff will make careful note of any formal complaint using one of our forms as a record.

Residents can also make a complaint through our board members or through external agencies, solicitors, CAB etc. You may also bring someone along with you to any meeting, for example a friend or relative, but please let us know beforehand.

After STAGE 1: Formal Response

All formal complaints are recorded confidentially. Cowley RMO will send an acknowledgement within three working days of receipt, giving the name of the person who is dealing with the complaint, and a reference number. This will usually be the Estate Director.

You should receive a formal response within 10 working days. In some cases, where complaints are very complicated, Cowley RMO may need longer. Cowley RMO will explain the reasons for the delay and say when you can expect a full reply.
Occasionally Cowley RMO may suggest mediation or arbitration as the best way to resolve a dispute.

BEFORE STAGE 2: CONTACT THE BOARD

Having received our formal response, if you are still not satisfied, you should write to the Secretary of the Board. You may ask for a personal meeting with a panel of the Board, the Board will decide if this is appropriate.

You should always follow our procedure through to the end before you take an outstanding complaint elsewhere.

STAGE 2: CONTACT LAMBETH COMPLAINTS UNIT

If you need to take the matter further, you can contact London Borough of Lambeth complaints unit on 0207 926 3497 or you can also contact the local Government Ombudsman, an independent investigator, about your complaint.

This service is independent and is available to those individuals who feel that they have been treated unfairly by a local authority.

The Ombudsman will however, only investigate complaints which have already been considered under the Council’s own complaints procedure. The Ombudsman can deal with complaints about the manner in which decisions were made (maladministration) but cannot investigate a matter that is already subject to legal proceedings. Please write to:

The Independent Housing Ombudsman Scheme
81 Aldwych House
London
WC2B 4HN

www.housing-ombudsman.org.uk

T: 0300 111 3000
F: 020 7831 1942
Minicom: 020 7404 7092

Summary of Complaints Code of Practice

Introduction

Cowley RMO recognises the importance of having a simple and effective complaints procedure.

The code of practice
Cowley RMO will tell all residents about our complaints procedure, and forms will be readily available in our offices. Complaints will be positively received.

Ease of use
Cowley RMO will treat all complaints confidentially. Cowley RMO will not pass information on to third parties or other residents without getting the permission of the person complaining.

ACKNOWLEDGEMENT AND RESPONSE TIMES

Cowley RMO will acknowledge all complaints within three working days. The aim at each stage of the complaint’s procedure is to give a response within 10 days of receipt.

POSITIVE RESPONSE

Cowley RMO view complaints as important feedback on the services we provide. When a complaint has been investigated and fault has been found, Cowley RMO will contact the resident and will apologise where appropriate; provide compensation where the circumstances merit this; and solve the problem as soon as possible.

Appeals

Cowley RMO view complaints as important feedback on the services we provide. When a complaint has been investigated and fault has been found, Cowley RMO will contact the resident and will apologise where appropriate; provide compensation where the circumstances merit this; and solve the problem as soon as possible.

Learning from mistakes

Cowley RMO view complaints as important feedback on the services we provide. When a complaint has been investigated and fault has been found, Cowley RMO will contact the resident and will apologise where appropriate; provide compensation where the circumstances merit this; and solve the problem as soon as possible.

Welcoming suggestions

Cowley RMO view complaints as important feedback on the services we provide. When a complaint has been investigated and fault has been found, Cowley RMO will contact the resident and will apologise where appropriate; provide compensation where the circumstances merit this; and solve the problem as soon as possible.

Monitoring

Cowley RMO view complaints as important feedback on the services we provide. When a complaint has been investigated and fault has been found, Cowley RMO will contact the resident and will apologise where appropriate; provide compensation where the circumstances merit this; and solve the problem as soon as possible.

Annual report and review

Cowley RMO view complaints as important feedback on the services we provide. When a complaint has been investigated and fault has been found, Cowley RMO will contact the resident and will apologise where appropriate; provide compensation where the circumstances merit this; and solve the problem as soon as possible.

Get in Touch.

cowley@lambeth.gov.uk

0207 926 0690 / 0697

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