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Put Something Right

Sutton Housing Partnership is committed to providing an excellent service to our customers. We would like you to tell us of any complaints, compliments and suggestions about our services. We will use this feedback to help shape and improve future services.

How to make a complaint, compliment or suggestion

You can tell us your views in several ways:

When contacting us please make sure that you:

  • Give your name, address and phone number
  • Tell the person you speak to what your complaint, compliment or suggestion is regarding
  • Mark your correspondence with complaint, compliment or suggestion

Complaints, what happens next?
We have three stages for dealing with complaints

Stage 1
We will acknowledge your complaint within two working days of receipt, providing you with the name of the investigating Manager and a response date for dealing with your complaint. The Manager will investigate your complaint and send you a written response within 10 working days. However, sometimes complaints are complex and might require a longer period to complete an investigation. We will write and inform you of this.

Stage 2
If you are unhappy with the outcome at Stage 1, you have six months from the date of our response to contact our Complaints Co-ordinator and explain why you are still dissatisfied. At Stage 2, a Senior Manager, from another service area, will investigate. We will acknowledge your complaint within two working days with the Senior Manager’s name and a response date. The Senior Manager will fully investigate your complaint and you will receive a response within 21 working days.

Stage 3
If you feel your complaint is still not resolved to your satisfaction you can request that it is reviewed by Sutton Housing Partnership’s Appeals Panel. Please contact our Complaints Co-ordinator within 28 days of your Stage 2 response to explain why you remain dissatisfied. Our Appeals Panel meets once every three months. They will review your complaint and consider any previous actions taken. The findings of the review will be communicated to you within 7 working days of the meeting. The Appeals Panel consists of the Sutton Housing Partnership’s Chief Executive, Board Champion for Complaints, a Resident Board member and a volunteer resident. If you remain dissatisfied after your complaint has been through Sutton Housing Partnership’s complaint procedure, you can contact the Local Government Ombudsman.

If you have any trouble reading our documents, then please click here for our ‘easy-read’ version.

Contact us:
Sutton Housing Partnership, Sutton Gate, 1 Carshalton Road, Sutton, Surrey, SM1 4LE

By telephone 020 8915 2000 between 8:45am and 5pm, Monday to Friday

By fax on 0208 915 2240

Our 'out of hours' emergency number is 020 8770 5000



The Local Government Ombudsman will only investigate your complaint once you have been through Sutton Housing Partnership’s complaints procedure.

Local Government Ombudsman
Po Box 4771
Tel: 024 7682 0001
Text ’call back’on 0762 480 4323

The Ombudsman is independent and his service is confidential and free.

Help in making a complaint
If you have a problem in making a complaint, a friend, relative, Councillor or a Member of Parliament may be able to help. You may also be eligible to receive help from an independent agency. One organisation providing this type of help is Advocacy Partners. This organisation employs experienced staff who will be able to represent your views and help you deal with a specific complaint.

Advocacy Partners
MacMillan House
54 Cheam Common Road
Worcester Park
Tel: 020 8330 6644
Fax: 020 83306622

Last Updated: Friday 09 January 2015