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Who to complain to

 
The list below will explain which complaints officers to contact for different services.

Colleges and schools

Schools have their own complaints procedures, which are available by request from the relevant school.

To make a complaint about a school, please contact the school directly. You'll find contact information for schools and colleges here. Schools are responsible for addressing complaints. Complaints can often be dealt with by the headteacher, or head of year, or form teacher.
 
If you are not happy with the outcome of this informal stage of the procedure, you can make a formal complaint to the relevant school's governing body. Arrangements will be made for your complaint to be considered by a panel of governors. 

If you are still unhappy with the outcome of your complaint, you can complain the Secretary of State for Education. The process for complaining to the Secretary of State for Education is outlined in detail on the Government's ParentCentre website. You'll find the link to the ParentsCentre website in the Useful links menu on the right.

Please note that the Council has no jurisdiction over school complaints.

Children's services (includes issues relating to admissions, special education needs, attendance, early years, and adult and community education)

To make a complaint about Children's Services related to education, please contact the relevant head of service at:

Children's Services Directorate
Riverside House West
Woolwich High Street
London SE18 6DF
Tel: 020 8921 8230
Fax: 020 8921 8097
Email: childrens-services-education@greenwich.gov.uk

To make a complaint about the Youth and Play Service, please contact:

Youth and Play Service
Complaints
3rd floor Riverside House West
High Street
Woolwich
London SE18 6DF
Tel: 020 8921 8087
Fax: 020 8921 8105
Email: childrens-services-education@greenwich.gov.uk
To make a complaint related to Pupil and Student Benefits, please contact:

Pupil and Student Benefits
151 Powis Street
Woolwich
London SE18 6JL
Tel: 020 8921 2500
Fax: 020 8921 2984
Email: childrens-services-education@greenwich.gov.uk

Children's social care or safeguarding (includes issues relating to children's care and children's social services):

Complaints Officer (Children's Services Directorate)
Riverside House West
Woolwich High Street
London SE18 6DF
Tel: 020 8921 3082
Fax: 020 8921 3112
Email: childrens-complaints@greenwich.gov.uk

Adults and older people's services complaints (includes all social services for adults and older people)

Customer Care & Complaints Officer
2nd Floor
Riverside House East
Woolwich High Street
London SE18 6BU
Tel: 020 8921 2385
Fax: 020 8921 3039 
Email: adults-complaints@greenwich.gov.uk  

Culture and community services complaints

Complaints Officer
Riverside House
Woolwich High Street
London SE18 6DF
Tel: 020 8921 8362
Fax: 020 8921 8338
Email: ccscomplaints@greenwich.gov.uk

Services and responsibilities: Parks and cemeteries, libraries, including the borough museum and local history library, sports, recreation, community centres and halls, leisure centres, registrars.

Neighbourhood services (includes issues relating to housing)

Make complaints to your relevant housing office or the Housing Options Service.

Further information, and a downloadable complaints form, can be found in our Housing section.

If you feel uncomfortable making your complaint locally, please contact:

Director of Neighbourhood Services
3rd Floor
Crown Buildings
48 Woolwich New Road
Woolwich
London SE18 6HQ
Tel: 020 8921 5635
Fax: 020 8921 6136
Email: housing-complaints@greenwich.gov.uk

Services and responsibilities: Managing and maintaining Council homes and providing services to the tenants living in them, services to people in housing need, food safety and safety at work, consumer legislation, licences, home and road safety, environmental health, pollution, trading standards and building services.

Regeneration, Enterprise and Skills complaints

Complaints Officer
Regeneration, Enterprise and Skills
6th Floor
Crown Buildings
48 Woolwich New Road
Woolwich
London SE18 6HQ
Tel: 020 8921 5384
Fax: 020 8317 0806
Email: Director of Regeneration, Enterprise and Skills

Services and responsibilities: planning and regeneration, including economic development, European issues, tourism development, traffic, transport and engineering, Council property management (excluding housing), Olympics Unit.

All other complaints

If you're unsure about which department to send your complaint to, please send it to:

Chief Executive's Complaints Officer
Town Hall
Wellington Street
London SE18 6PW
Tel: 020 8921 8949
Fax: 020 8921 4412
Email: chief-executives@greenwich.gov.uk
You can also visit the service centre at Riverside House or Eltham Centre to make a complaint in person.

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