How to solve a concern
Five steps that work for almost any problem, anywhere in London. Start at step 1 and stop as soon as it's fixed.
Is anyone in danger?
Call 999 if there's a risk to life, a crime happening now, or a fire. Smell gas: 0800 111 999.
Hazards at home — damp and mould, no heating or hot water, electrics, a leak — go to your landlord today. Don't wait for anyone else to report it.
Find who owns it
Every problem has someone whose job it is to fix it: your landlord, your council (find it by postcode) (opens in a new tab), TfL, the police or the NHS.
Use the Who fixes what guide to find them in seconds.
Report it the official way
Use their own form or phone line — it creates a record they have to act on. Keep the reference number, the date, and a copy of what you sent. Photos with dates help.
What to write — fill in the brackets
Subject: [What the problem is] at [street or building] What: [describe the problem in one or two sentences] Where: [address or exact place] Since when: [date it started] How it affects us: [e.g. child with asthma, can't use the kitchen, unsafe at night] What I'm asking for: [e.g. an inspection and repair by a date] Earlier reports: [reference numbers and dates, if any] Please confirm you have received this and give me a reference number. [Your name and how to contact you]
Nothing you type here is saved or sent — copy it into the official form or email.
Chase on time
Ask when you can expect an answer. For social housing complaints, landlords must reply within 10 working days at stage 1 and 20 working days at stage 2.
No answer when it's due? Chase once, politely, quoting your reference and the date you first reported it.
Take it further
- Formal complaint — ask the organisation for its complaints process and use it in writing.
- The Ombudsman — free and independent, once the complaints process is finished: Housing Ombudsman (opens in a new tab) for council and housing association homes; Local Government and Social Care Ombudsman (opens in a new tab) for other council services and care.
- Your councillor or MP — find them and write in minutes with WriteToThem (opens in a new tab).
- Free advice — Citizens Advice (opens in a new tab), or Shelter (opens in a new tab) for housing.
- Neighbours affected too? One combined voice is harder to ignore. Talk to your tenants' or residents' association. Shared issues are live in Lambeth and coming to more boroughs.