Complaints

If things go wrong

We value your feedback, if you received a good service or have ideas about how we can do better please let us know. If something does go wrong report the problem to the office as quickly as possible, we can often quickly put right simple mistakes and misunderstandings.

If you are not happy

If we don’t deal with your problem quickly enough or well enough, then take it to your local Tenants and Residents Association (TRA). The TRAs in the Leathermarket JMB area scrutinise the work of the JMB to ensure we are keeping up standards. Speak to someone on your TRA committee to find out the best way to raise your complaint. Remember: TRAs can only follow up problems that have already been reported to the JMB Office

Formal complaints procedure

If this does not get the result you are looking for, you can make a formal complaint to the JMB in writing. Email your complaint to: feedback@leathermarketjmb.org.uk with the subject ‘Complaint’.

Alternatively you can post your complaint to Complaints, The Manager, Leathermarket JMB, 26 Leathermarket Street, London, SE1 3HN

Set out the facts of your complaint and what you would like us to do to remedy the problem. The emphasis is on resolving the complaint and learning more general lessons, rather than apportioning blame.

We will reply to your complaint within 15 working days. If we are unable to give you a full answer at this point we will tell you how much longer we need.

The process for formal complaints

If we are unable to resolve your issue informally, the JMB operates a four stage complaints process. In the first three stages the complaint is reviewed within the JMB. At the fourth stage the complaint is reviewed by Southwark Council’s Corporate Complaints Team.

Stage one – service manager

The manager of the service being complained about will review the action that has been taken to date. The aim is notify the complainant of the decision and the reason for a decision within fifteen working days.  If the matter is complex the manager may request additional time to investigate.  If the complainant is not satisfied they can request a stage two review within ten working days of receiving the decision.

Stage two – senior manager

A senior manager will consider the action taken to date. The aim is notify the complainant of the decision and the reason for a decision within twenty working days.  If the matter is complex the senior manager may request additional time to investigate.  If the complainant is not satisfied they can request a stage three review within ten working days of receiving the decision.

Stage three – appeal to JMB directors

Two JMB directors, with no involvement in the complaint to date, will consider the complaint and the action taken to resolve the complaint. The complainant has the opportunity to explain their complaint in person and may be accompanied by a friend.  The complainant will be notified of the decision and the reason for a decision within twenty five working days of moving to this stage.  If the matter is complex the directors may request additional time to investigate. If the complainant is not satisfied they can request a stage four review within ten days of receiving the decision.

Stage four – Appeal to Southwark Council

Southwark Council’s Corporate Complaints Section will independently review the complaint. They will notify the complainant of their decision within 25 working days.

The JMB are the managers of your home. Southwark Council are the landlords and oversee the activities of the JMB. You may also wish to register your complaint with Southwark Council, who accept complaints in the following ways:

• E-mail: complaints@southwark.gov.uk
• By phone: 02075253819
• Fax: 02075253819
• In writing: Corporate Complaints Unit, PO Box 64529, London, SE1P 5LX.

The council will refer complaints about services that we are responsible for back to us for resolution; whilst keeping an eye on how the complaint is progressing. The council is a large organisation and sometimes it can take time for a complaint routed through the council to get to the JMB officer who will resolve your complaint. Therefore if a speedy response is important it is worth notifying the JMB of the complaint at the same time as the council.

Local Government Ombudsman

A complainant can ask the Local Government Ombudsman to consider the complaint. The Ombudsman will expect the complaint to be substantial and for the JMB’s complaints procedure to have been exhausted before s/he will investigate.

Unreasonable complaints

As a resident-managed organisation, the JMB recognises the importance of the involvement of our residents in shaping how we deliver our services.
However some people, who may have justified complaints or grievances, may be pursuing them in inappropriate ways. This can place an unreasonable burden on the JMB and affect the services that other people receive.

The JMB policy on Unreasonably persistent complainants
and unreasonable
complainant behaviour (pdf 93kb) explains how we identify unreasonably persistent complainants and those complaints who behave unresonably towards the JMB and how we handle those cases.