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How to complain effectively about the West & East Greenwich Neighbourhood Management Scheme

​If you have concerns about the West & East Greenwich Neighbourhood Management Scheme, there are formal steps you can take to ensure your voice is heard. This guide outlines how to raise a complaint, from contacting key decision-makers to involving councillors, MP, and ultimately the Local Government Ombudsman (LGO) if necessary.

 

1. Address your complaint to Averil Lekau

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Averil Lekau, as the primary decision-maker responsible for the West & East Greenwich Neighbourhood Management Scheme, should be your first point of contact. Her email is averil.lekau@royalgreenwich.gov.uk

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Steps to follow:

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  • write an email clearly stating your concerns about the scheme. Be specific, providing details about the issue and its impact on you or your community - the more specific to you, the better, in case your complaint needs to be escalated to the Local Government Ombudsman (more on this below)

  • include any evidence supporting your complaint, such as photographs, correspondence, or data - don't worry if you don't have this

  • request a specific outcome or resolution, such as a review of the scheme or changes to its implementation

 

2. Forward the email you send to Averil Lekau to your local councillors

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Local councillors are elected to represent the interests of their constituents and can help escalate your concerns within the council. It helps to let your councillors know how you feel.

 

Steps to contact your councillors:​

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  • identify your councillors: use the Useful contacts page (coming soon) on OneGreenwich, or by using the Find my councillor tool on the Royal Borough of Greenwich website to locate the councillors for your ward

  • draft your email: briefly explain your concerns about the scheme, attaching the email you've sent to Averil Lekau

  • request an escalation: ask that they raise the matter with relevant council departments or committees on your behalf

  • follow up: if you do not receive a response within two weeks, send a polite reminder

 

3. Involve your local MP, Matthew Pennycook

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If Averil Lekau or your local councillors do not address your concerns, your local MP, Matthew Pennycook, should advocate for your case at a higher level.

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Steps to contact Matthew Pennycook:

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  • contact Matthew Pennycook by emailing matthew.pennycook.mp@parliament.uk

  • write a concise email detailing the issue, attaching any responses (if any) you’ve received from Averil Lekau or your councillors

  • request his assistance in applying further pressure or raising the issue in Parliament if necessary

 

4. The council’s complaints policy

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Greenwich Council has a formal complaints policy to ensure accountability and transparency. 

 

Key points from the policy:

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  • acknowledgement of complaints: the council should acknowledge receipt of your complaint within 5 working days

  • Stage 1 - initial investigation: a response should be provided within 15 working days, or you should be informed of any delays

  • Stage 2 - review of the response: if you remain dissatisfied, request a review by a senior manager within two months of the Stage 1 response being received - a response should be provided within 20 working days, or you should be informed of delays

  • Stage 3 - escalation to the Ombudsman: if unresolved after both stages, or if you haven't received a response within 8 weeks, you can escalate your complaint to the Local Government Ombudsman (LGO). Note: The LGO are only likely to investigate complaints that affect you personally.

 

5. What to do if there’s no response

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If the council fails to respond within the stated timeframes above:

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  • send a follow-up email referencing your initial complaint

  • clearly state that you expect a response within a further 10 working days

  • mention that failure to respond will result in escalating your complaint

  • if, after 8 weeks, you still haven't received a response, contact the LGO, as explained below

 

6. Unsatisfactory responses: next steps

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If you receive a response but find it unsatisfactory:

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  • request a review: escalate your complaint to Stage 2 of the complaints process

  • keep records: retain all correspondence and evidence related to your complaint.

 

7. Involving the Local Government Ombudsman (LGO)

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If the council fails to resolve your complaint or you remain dissatisfied, you can take your case to the LGO.

 

Steps to complain to the LGO:

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  • Ensure you’ve exhausted all local complaint procedures.

  • Visit the LGO website to submit your complaint.

  • Provide a detailed summary of the issue, including evidence of the council’s failure to address your concerns.

 

Note: The LGO will only deal with complaints that affect you personally.

 

Key points to remember

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  • be polite but firm in your correspondence

  • stick to facts and avoid emotional language

  • follow the council's complaints procedure step by step

  • involve councillors, your MP, and the LGO only if necessary

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By following these steps and referencing the attached complaints policy, you ensure your complaint is handled professionally and in accordance with established procedures.

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How to get further help

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If you or anyone you know requires help with raising a complaint, visit the OneGreenwich contact page and leave a message. 

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Make sure your message contains a description of:

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  • what is is you want to complaint about

  • how if affects you personally

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