Contacting City Hall and the Mayor

You can contact the Mayor, City Hall, the London Assembly and other departments, with your queries and comments. Use this page to find the contact details that suit your request.

What can the Mayor help you with? Check our quick guide below to make sure you're in the right place.

Contact the Mayor or City Hall

By online form

This is the quickest and easiest way to contact the Mayor or City Hall - giving us key details to help us direct your query. Rest assured, you'll still receive a full response.

Some answers to common themes

London New Year's Eve Fireworks 2016

To find out how to buy tickets, and for most common questions people ask about London New Year’s Eve Fireworks, read our NYE frequently Asked Questions.

Taxi and Private Hire Action Plan

The Mayor of London Sadiq Khan has written to private hire drivers and their passengers to outline his determination to create a vibrant market with space for all providers to flourish.

Read the Mayor's Statement

 

Garden Bridge

Mayor Sadiq Khan has announced that Dame Margaret Hodge MP will lead a review into the Garden Bridge project.

Read about the Garden Bridge review

Air quality in London

The Mayor, Sadiq Khan is tackling London's acute air pollution. You can find out what is being done on air quality in London and share your views.

By email

Send your query or suggestion to: [email protected]

By post

City Hall 
The Queen's Walk
London, SE1 2AA

By phone

Public Liaison team
Tel: 020 7983 4100
Monday - Friday
9 - 5 p.m

Note: Calls will not be transferred directly to the Mayor's Office, and you may be asked to send your request to speak with the Mayor in writing. 

We also ask that all invitations to the Mayor be made in writing. (You may also be asked to email us with more details from your call.)

What can or can’t the Mayor help me with?

The Mayor has many roles, mostly in strategic direction for Greater London.

These include:

  • putting together plans and policies to improve the city and benefit Londoners
  • managing London’s budget to run transport services, police and fire services
  • promoting London’s economy
  • being a spokesperson for the capital
  • representing the city at home and abroad

We are happy to respond to any query you may have on any of these issues.

The Mayor is not responsible for:

  • council housing
  • schools
  • social services
  • hospitals
  • street cleaning
  • council tax rates
  • parking fines
  • permits
  • birth/death/marriage certificates.

You should contact your local authority for assistance or to make a complaint about any of these issues.

The Mayor is also not responsible for:

  • the day-to-day operations of the Met Police (including reporting crimes or threats)
  • the daily operations of Transport for London (including Oyster card issues or service complaints)

The Mayor does oversee the transport and policing strategies for London. Please see our Other Queries section below, to get in touch with the right department.

Other queries

We want to make sure you can contact the right team with your query. Please select your request below to find out more and how best to get in touch.

I want to contact the London Assembly or my Assembly Member

Go to Contact the London Assembly for full details on getting in touch.

The London Assembly's External Relations team can be reached on: 020 7983 4283

If you'd like to contact your local Assembly Member directly, click on their profile from the Assembly Members list.

I have a question about the Mayor of London and London Assembly elections

Elections for the Mayor of London and the London Assembly are organised by London Elects. Although this programme is part of the Greater London Authority and based at City Hall, London Elects is politically impartial with a separate budget and reporting lines.

Queries and complaints related to the May 2016 elections are managed by the London Elects team.

To find out more about the elections, including the results, see www.londonelects.org.uk.

You can contact London Elects at: [email protected], or call: 020 7983 4444.

I have a query about my local authority/local services

Escalating your complaint

If you have complained to your local authority and are still not satisfied with their response you can contact the Local Government Ombudsman (LGO), which investigates complaints against councils and some other authorities, including the Greater London Authority (City Hall). 

You can contact the LGO online or call their advice team on 0300 061 0614.

What role does the Mayor hold with regard to local issues?

Although the Mayor works with local authorities to ensure that local and London-wide plans work well together, he is unable to intervene in local issues.

Other queries or complaints

I have a question or complaint about Transport

Transport for London (TfL) handle the majority of enquiries about public transport in London.

Enquiries or complaints about the day-to-day operation of London Buses, London Underground, London Overground, the Docklands Light Railway, Oyster Cards, Freedom Pass, Taxis and Private Car Hire, Croydon Tramlink, Congestion Charging, River Services, Victoria Coach Station and Bus Lane Enforcement must be directed to TfL.

If you have raised a complaint with Transport for London (TfL), or the appropriate transport provider, and remain unhappy with their response, you can contact London TravelWatch, which is the statutory watchdog for most transport operators in and around London.

What role does the Mayor hold with regard to Transport for London?

The Mayor is the Chair of the Board of Transport for London (TfL), which is the integrated body responsible for the capital's transport system.

Its role is to implement the Mayor's Transport Strategy for London, and to manage the transport services across the capital for which the Mayor has responsibility.

The Mayor does not have direct responsibility for the daily operation of Transport for London or its services, and to ensure a prompt response on your query or complaint you should contact TfL as above. The current head of TfL is Commissioner Mike Brown.

Any correspondence or complaints received by the Greater London Authority/City Hall on transport issues will be forwarded to Transport for London for a response.

I have a question or complaint about Policing

General enquiries

If you have a general enquiry about policing in your local area or London-wide, you should contact the Metropolitan Police Service

Complaints

If you have a complaint about a specific incident with the police, you should first make the complaint to the Metropolitan Police Service (MPS) so they can carry out a local investigation. You can raise a complaint with the MPS online or by telephone - you should call 101. 

Escalating your complaint

If you are unhappy with the response from the MPS, or you need to make your complaint to an independent organisation, you should contact the Independent Police Complaints Commission (IPCC) online. You can also telephone them on 0300 020 0096

Mayor as occupant of MOPAC (Mayor's Office for Policing and Crime)

If you believe the Mayor as occupant of MOPAC and/or the Deputy Mayor of Policing and Crime (DMPC) has breached the Elected Local Policing Bodies (Complaints and Misconduct) Regulations 2011 please email your complaint to the Monitoring officer at [email protected].

Note: If your complaint is about the Mayor in another capacity (e.g. other than as Occupant of MOPAC), please see our section below  on how to address this complaint. 

You should also view GLA Guidance on Complaints about MOPAC and the DMPC.

Contact MOPAC

To contact MOPAC directly, email [email protected] or telephone 020 7983 6532. They aim to reply within 20 working days.

Any correspondence or complaints received by City Hall about policing may be forwarded to MOPAC for a response.

What role does the Mayor hold with regard to policing in London?

The Police Reform and Social Responsibility Act 2011 established a Police and Crime Commissioner for each police force area across England and Wales. In London, the elected Mayor – Sadiq Khan, is the equivalent of the Police and Crime Commissioner.

However, the Mayor has chosen to delegate the vast majority of his duties as “occupant of MOPAC” to the Deputy Mayor for Policing and Crime, Sophie Linden. The Mayor remains responsible for setting the policy and direction of Mayor’s Office for Policing And Crime (MOPAC).

MOPAC also ensures the Metropolitan Police Service is run efficiently and effectively and holds it, and other criminal justice services, to account on behalf of Londoners.

I want to make a complaint about a member of City Hall staff

We hope that you have no reason to complain about City Hall or its staff, but, if you do feel unhappy about the service you have received please let us know and we will try to put things right. 

If you wish to make a complaint, you can do so online using our online complaints form

If you have a question about making a complaint, you can telephone us at: 020 7983 4100.

How your complaint about City Hall staff will be dealt with

There are three main stages to the corporate complaints process. We aim to deal with all complaints at stage one. If you are unhappy with our first response, you can then escalate your complaint to the second stage. 

Stage 1

Once you have contacted us outlining the problem, we will contact the relevant member of staff or their manager who will investigate the complaint, deal with it where possible and ensure measures are taken to prevent a similar problem occurring in the future. We will then inform you of the outcomes of any actions taken following your complaint, or give you guidance on how to progress your complaint if it is outside our control.

Stage 2

If you are unhappy with the response you received at stage one, you can escalate your complaint to the next stage of the complaints procedure.  At stage two, your complaint will be referred to a more senior member of staff. A director or senior manager will investigate the matter further. 

Stage 3

If you are still not happy with the response you have received, you can contact us again stating clearly that you wish to escalate your complaint to stage three. At this stage, your complaint will be dealt with by the GLA's most senior member of staff, the Head of Paid Service, or a person nominated by him/her. We will aim to respond within 20 working days.

Next steps

If at the end of stage three you are still not satisfied with our response, you can contact the Local Government Ombudsman (LGO) online or telephone 0300 061 0614. The Ombudsman is an independent person who investigates complaints about local authorities, including the Greater London Authority.

I want to make a complaint about the Mayor, Deputy Mayor or Assembly

If you wish to make a complaint about a Member (Mayor, Deputy Mayor or Assembly Member), you can do so using our online complaints form. If you have a question about making a complaint, you can telephone us at: 020 7983 4100.

Once you have made a complaint about a Member, the Monitoring Officer will normally try to resolve this informally.

If it is not possible to resolve your complaint by early informal resolution, you will be notified in writing what will happen next. If appropriate, the Monitoring Officer of the GLA will assess the complaint and decide whether formally to investigate it.

If the Monitoring Officer decides that the complaint should be investigated, he/she will undertake a process (details of which are set out in the links at the bottom of this section) to determine whether or not the complaint is to be upheld. If the complaint is not to be investigated, the Monitoring Officer will write to you to explain why.

If the GLA’s Monitoring Officer does investigate your complaint, the final summary investigation report and finding will (with the exception of any private or confidential information) be published on the Authority’s website.

In cases where the Monitoring Officer upholds your complaint, he/she can apply no formal sanction other than to provide an opinion on the conduct of the GLA Member concerned as compared to the expectations of the Code of Conduct.

Note: There are no appeal mechanisms within this process. Should you be dissatisfied with the Monitoring Officer’s decisions and/or actions at any point, you may be able to complain to the Local Government Ombudsman (as above) or to the courts.

Further information about Member complaints 

Find out more about high standards of conduct we set for Members and the role of the Monitoring Officer. 

Browse decisions by the Monitoring Officer

Detailed information about the Member complaints procedure can be found in the following document:

I want to make a complaint about the London Fire & Emergency Planning Authority (LFEPA)

The London Fire & Emergency Planning Authority (LFEPA) oversees the London Fire Brigade and is in charge of supporting London Boroughs in their emergency planning role.

For complaints about fire services or emergency planning in London please contact LFEPA.

Your correspondence

You can view our City Hall Service Standards for more details on how we manage your correspondence, including response time and privacy information.

Discrimination and Equalities

The Greater London Authority (GLA) is committed to promoting equality of opportunity and diversity in London, as well as challenging discrimination. 

In line with the GLA’s Equalities Framework we believe that all employees should be treated with dignity and respect at all times. Staff are entitled to work in an environment free from abuse or harassment.

This applies to email and telephone correspondence. If a member of staff feels threatened, intimidated or abused by comments, then they are entitled to ask that the comments stop.

If they feel that they are unable to resolve a situation on the telephone then they will advise that the call will be terminated. Only after giving a warning will a call actually be terminated.

If you feel that you have been discriminated against by the GLA, or a person or body acting on behalf of the GLA, you should make your complaint as outlined on our How can I make a complaint about a member of City Hall staff section of this page.

You may also want to contact the Equality and Human Rights Commission for help and advice.