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Making a complaint

If you are unhappy with the service you receive from NLWA this section explains the process for making a complaint. We also have a more detailed guide which covers :
  • Complaints about our services or our services providers
  • Complaints about our staff
  • Additional options for complaints
  • Accessing NLWA financial information

Making a complaint to the NLWA

Step 1: Contact the service provider or officer you have been dealing with. You can do this over the phone, by email or in writing. If you are unsure who to contact ring 020 8489 5730, email: post@nlwa.gov.uk or write to The Contracts Manager, North London Waste Authority, Unit 1B, Berol House, 25 Ashley Road, Tottenham Hale, London N17 9LJ.

Step 2: If you feel that this is not the right way to resolve your complaint or you have already tried and are not happy with the outcome, please make a formal written complaint to the NLWA by writing to:

  • For complaints about services: Contracts Manager, Service Complaint North London Waste Authority, Unit 1B, Berol House, 25 Ashley Road, Tottenham Hale, London N17 9LJ. Your complaint will be acknowledged within 5 working days and a full response will be provided within 25 working days.
  • For complaints about staff: Managing Director, Staff Complaint, North London Waste Authority, Unit 1B, Berol House, 25 Ashley Road, Tottenham Hale, London N17 9LJ. Your complaint will be acknowledged within 5 working days and a full response will be provided within 25 working days.

Step 3: If you are unhappy with the response you can appeal by writing to:

  • For complaints about services: Managing Director, Appeal of Service Complaint North London Waste Authority, Unit 1B, Berol House, 25 Ashley Road, Tottenham Hale, London N17 9LJ. Your complaint will be acknowledged within 5 working days and a full response will be provided within 20 working days.
  • For complaints about staff: Managing Director, Appeal of Staff Complaint, North London Waste Authority, Unit 1B, Berol House, 25 Ashley Road, Tottenham Hale, London N17 9LJ. Your complaint will be acknowledged within 5 working days and a full response will be provided within 20 working days.

NLWA’s complaints process is based on the principles of accessibility, communication, timeliness, fairness, credibility and accountability. The process will be reviewed regularly so that improvements can be made.