Nuisance & General Complaints

In life there will be occasions where situations occur in which a person(s) behaviour or activities may be considered a nuisance or annoyance. CETRA encourages Residents to speak with their neighbours if there is an instance whereby a persons behaviour or the activities they are undertaking may be causing a nuisance or annoyance but we also understand that not everybody is comfortable in doing this.

In such instances Residents have the option to raise the matter directly to CETRA who will treat the report with the upmost confidentiality. CETRA’s trained officers will investigate into the matter that has been reported and will take the appropriate action if necessary.

Examples of matters CETRA deal with are as follows;

  • Dog fouling/dogs being walked without a lead
  • Anti-social behaviour
  • Physical and verbal abuse (including foul or offensive language)
  • Noise Nuisance*
  • Using and selling drugs
  • Criminal behaviour
  • Intimidating gatherings of young people in public places

* Please be aware that CETRA will only investigate noise nuisance matters which relate to such things as noise from parties/gatherings and DIY works being carried out outside of the specified times. Noise made by peoples day-to-day living such as use of a washing machine/hoover, children running in a property or television noise will NOT be investigated by CETRA. 

In regards to DIY works being carried out, this can only be carried out at set times which are as follows;

Monday-Friday – 8am-6pm

Saturday – 8am-1pm

Sunday and Bank Holidays no DIY works can be carried out.

Any Resident or their contractors found to be in breach of the above set times will be written to about the situation and depending on the severity of the matter may have further action taken against them for breaching these conditions.

CETRA may choose to send out a generic letter depending on the nuisance issue at hand advising the Resident that a nuisance complaint has been received and to ask them to make amendments to avoid complaints of such nature re-occurring, but please note no further action will be taken in relation to matters that do not meet the criteria for investigation.

If Residents experience nuisance outside of office hours such as loud parties/gatherings they can report this to Lambeth Council’s rapid response noise nuisance team during the following times using the below telephone number;

Friday and Saturday 7pm-3am

020 7926 5000

Outside of these hours please send an email to cedars@lambeth.gov.uk regarding the nuisance experienced (where possible please try to provide video evidence but avoid from filming people or their properties deliberately) where an officer will respond to your email on CETRA’s next working day. 

General Complaints

Our aim is to ensure that we can all enjoy the benefits of living in a harmonious, well-run estate at peace with our neighbours. We aim to resolve complaints in an efficient and consistent manner that respects the need for the confidentiality of all concerned.

What should I do if I am not happy with one of the services that CETRA offers?

Stage 1

The Manager for CETRA Housing Co-operative is responsible for investigating all stage 1 complaints irrespective of service area. The contact details for the Manager are:

CETRA Manager, CETRA Housing Co-operative Limited, 27 Cedars Road, London, SW4 0PN

Phone: 020 7926 7555

Email: cedars@lambeth.gov.uk

We aim to respond to your complaint within ten working days.

What should I do if I am not happy with the manager’s reply?

Stage 2

If you are still not happy after the stage 1 investigation, you can complain to Lambeth Council’s Corporate Complaints Unit, explaining why you are dissatisfied. They will investigate your complaint and are independent of the service you are complaining about and will carry out a full review of your complaint.

They will acknowledge your stage 2 complaint within three working days and let you know how long it will take to give you a reply. They aim to send you a report of their investigation within 20 working days. If they need longer, they will explain the reasons for any delay and let you know when you can expect a full reply.

Corporate Complaints Unit , London Borough of Lambeth, PO Box 80771, London, SW2 9QQ

Phone: 020 7926 8645

Email: complaints@lambeth.gov.uk

What if I am still not happy after receiving Lambeth’s response?

If you are not happy with the way we have handled your complaint or the response received from Lambeth Council under stage 2 of the complaints process , you can contact the Local Government Ombudsman. This is an independent national service that investigates complaints about local councils.

You can make a complaint to them at any time however, they will usually only investigate if you have already been through our own complaint procedure. If you have not completed our 2 stage complaints procedure fully they will not look into your complaint.

Phone: 0845 602 1983 Email: advice@lgo.org.uk Web; How to Complain – Local Government and Social Care Ombudsman