Nuisance complaints
From time to time, there will be disputes between residents which may not be simple to solve directly between each other. Therefore CETRA provides a nuisance complaint service which allows residents to report issues to the office and we will investigate and try to resolve on their behalf.
The office deals with:
- Dog fouling
- Anti-social behaviour
- Physical and verbal abuse (including foul or offensive language)
- Noise
- Using and selling drugs
- Criminal behaviour
- Intimidating gatherings of young people in public places
- Noise nuisance
CETRA only investigates noise nuisances which relate to such things as noise from parties/gatherings and DIY works on the estate.
For all other noise nuisance complaints, these must be raised with Lambeth’s noise nuisance team.
Please contact Lambeths noise nuisance team directly on: 020 7926 5000.
Lambeths noise nuisance criteria when raising a nuisance complaint:
- Three or more complaints from three different households must be made about a residential premises within a month.
- Evidence must be gathered in order to progress matters.
- Keep a nuisance diary
- Send recorded evidence to support your allegations
Please note however, there are some nuisance complaints that Lambeth will not be able to deal with, regardless of the amount of complaints made, these are:
- Complaints received anonymously
- Complaints where the source of the noise is unknown
- Complaints of noise from ordinary domestic activity such as banging, heavy walking, closing of doors, vacuuming, washing machines, use of showers/toilets, children playing, loud talking, shouting etc (this list is not exhaustive).
Dealing with problems yourself
Most people can be reasonable if approached in person. People are sometimes unaware that they are causing you a nuisance. Speaking with someone face to face is preferable to shouting at them or writing letters to them because they are less likely to become defensive.
If you feel it is possible to speak to your neighbour regarding the problem please see the tips below to avoid any possible counter allegations from the perpetrator.
Preparation
Before approaching your neighbour:
• Think about what you want to say before approaching your neighbor.
• Have a clear and simple message in mind – it will give you more confidence.
• Be clear about what the problem is and think about how it affects you.
• Do not stray from the main issue.
• Think beforehand what the outcome is likely to be.
• Try and choose a good moment.
• Before you talk to your neighbour, try talking to another person e.g. a friend or the Housing Officer.
• Try and stay calm and friendly. Being aggressive is not going to help.
• Always listen to your neighbour and think about what they are saying. By listening as well as talking you help to build a good atmosphere where problems are more likely to be resolved.
• Try not to interrupt the other person when they are talking.
• Try not to shout, even if your neighbour does! Try to stay in control and not be abusive.
• Be tolerant
• If your neighbour is unreasonable – leave the discussion.
If you have tried to speak to your neighbour and the problem is still taking place, you can report the problem to the CETRA Housing Office. We are committed to supporting our residents’ right to quiet and peaceful enjoyment of their homes. Once a case is reported to the office we will treat your case with sensitivity and in a confidential manner.
To report a nuisance please contact the office or fill in the online form.
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.
How to make a complaint and our complaints process
Stage 1
There is a simple two-stage complaints process:
Stage 1 (Local Resolution)
We will consider your complaint at stage 1 and following which if you remain dissatisfied you have the option of referring the matter to Lambeth Council to consider at stage 2 (final review) of Lambeth’s Corporate Complaints Policy.
Once you have submitted your complaint, we will provide you with an acknowledgement within 5 working days from receipt and issue a written response within 10 working days from the date the acknowledgement is sent.
Where a case is complex it may take longer to respond. If this is the case, we will explain why there is a delay, set out when you can expect a response, and provide contact details for the Ombudsman.
You will receive details on how to escalate your complaint to stage 2 within the stage 1 response.
When reviewing complaints at stage 1, we follow Lambeth’s Corporate Complaints Policy, for further information please see the following link: https://www.lambeth.gov.uk/sites/default/files/2026-02/Corporate-Complaints-Policy-January-2026.pdf (please copy and paste this link into your browser)
Stage 2 (Final Review)
This stage is independently investigated by Lambeth’s Corporate Complaints team who will acknowledge your complaint within 5 working days from receipt and issue a written response 20 working days from the date the acknowledgement is sent.
Referral to the Ombudsman
If you are not happy with the way your complaint has been handled, you have the right to escalate to the Ombudsman for an independent view: https://www.lambeth.gov.uk/about-council/contact-us/make-complaint/ombudsman (please copy and paste this link into your browser)
How to make a complaint
Via our online form: http://www.cetra-housing.co.uk/Public/repairs-report-it/report-it/ (please copy and paste this link into your browser)
If you want to talk to someone, call us on: 020 7926 7555
If you would prefer to put your complaint in writing, please email: cedars@lambeth.gov.uk
You can also write to us at:
CETRA Housing Co-operative Limited, 27 Cedars Road, London SW4 0PN
You can also make a complaint in person to any member of staff who will arrange for it to be recorded and managed through the stage 1 complaints process