HOW TO MAKE A COMPLAINT IF THE LILESTONE TENANTS MANAGEMENT ORGANISATION (TMO) IS UNABLE TO RESOLVE YOUR ISSUES WITH HOUSING , IF YOU RESIDE ON THE ESTATE, YOU CAN RAISE ANY ISSUE OF CONCERN EFFECTING RESIDENTS. 

You can complain, (or offer suggestions for improvement) If your are a Council Tenant or a Private tenant paying rent to a flat owner and living in the Lilestone Estate. You may also complain if you are an owner occupier.

All formal complaints will be replied to within ten working days in writing.

Contact Details

Lilestone Tenants and Residents Management Co-operative
1 Wyatt House
Frampton Street
London NW8 8ND

Email  office.lilestone@gmail.com which will come directly to me, I will ensure that you have a written record.

Estate Management Contractor: Pamela Ltd : Telephone: 020 7723 2808

The Chairman of the Lilestone Co Op which administers Westmacott House, Wyatt House and Orchardson House is required by the Westminster Council to have an internal complaints procedure and must publish information on the nature and number of complaints received and inform residents of how information on complaints is used to improve services. 

Full details of the above in the form of a report can be obtained by visiting the management office located on the Estate at Wyatt House ( contact details above).

As well as ensuring Council flats are in good repair the co-operative manager, has overall responsibility to the co-operative for delivering a high quality, cost-effective repair, caretaking and cleaning service, and for running an efficient office. A cleaner/caretaker is employed to keep the grounds and communal areas clean. The co-operative also employs its own contractor for grounds maintenance.

The Lilestone Tenants Management Organisation (TMO) is controlled by a Committee elected by all residents who vote for candidates every year via a Annual meeting. 

The day to day operations and oversight of staff is the responsibility bot the  elected Chairman Chris Garner, who has continually been elected for twenty years Mr Garner is a resident in the Estate.

The committee has six members who meet every two months they review the performance of Lilestone Co Op. they can be contacted via e mail   -   office.lilestone@gmail.com

1. In the first instance, tenants should use the Lilestone’s Co Op internal complaints procedure. This should be available on all notice boards or by visiting the office, the manager give you advice and a information leaflet and the names of all committee members.

2. IF THE TMO IS UNABLE TO RESOLVE YOUR COMPLAIN  AND IF YOU ARE A COUNCIL TENANT TAKE TO YOUR LANDLORD WESTMINISTER COUNCIL.

To Take your Housing Management issue to stage 2 please email stage2housingcomplaints@westminster.gov.uk or telephone the housing contact centre on 0800 358 3783.

OR

3. If you are a tenant of a leaseholder they may refer certain complaints to the Housing Ombudsman Service for investigation. (Nb. from 1 October 2022 social tenants can refer complaints to the Housing Ombudsman immediately, without being required to wait eight weeks or contact a ‘designated person’, such as an MP)

Videos to help you from the housing ombudsman service 

The Housing Ombudsman provides a free, independent and impartial complaints resolution service. The Ombudsman’s determination may include recommendations for action and/or a financial remedy. Not all complaints are covered by the Ombudsman Scheme (PDF).

If the Ombudsman identifies possible significant systemic issues they can refer the case to the Regulator of Social Housing who can take action if there is evidence of a breach of its consumer standards and there has been, or is a risk of, ‘serious detriment’ to tenants. The Regulator does not resolve individual disputes between tenants and landlords.

These audio recordings are from our single-issue meeting on rents and service charges from the London Tenants Federation 

Listen here to:

(Apologies the audio link is being updated)

How do we make a complaint as a tenant and what are the processes for escalating the complaint?

and

(This Link Works)

How do we make a complaint as a leaseholder and what are the processes for escalating the complaint?