Contacting City Hall and the Mayor

We want to ensure that your query is dealt with promptly and correctly the first time. 

Please use these quick links to help ensure that your query is addressed by the most appropriate team.

How can I contact the Mayor or City Hall?

Please make sure that you read the section below on what the Mayor can and cannot help you with before you contact us. This will ensure that your query or comment is dealt with by the most appropriate person or authority the first time.

In writing: 

If you wish to contact the Mayor or someone in City Hall, the quickest and easiest way to ensure that we receive your correspondence is to use our online enquiry form to ensure a full and accurate response. 

Our mailing address is:

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

The Mayor’s correspondence is managed by the Public Liaison Unit, who will either respond to your query directly or ensure that it is sent to the appropriate team within City Hall for a response.

On the telephone: 

If you wish to reach a particular officer in City Hall you should phone the switchboard at 020 7983 4000.

The Mayor’s Public Liaison Team are also available to take your telephone calls Monday – Friday from 9 am to 5 pm at 020 7983 4100. You should be aware that we may ask you to e-mail us with any detailed information so that it can be processed by the correct team. 

Please note:

The Public Liaison Unit can only respond to queries or complaints related to the work of the Mayor (as below). Transport related queries should be referred to Transport for London (TfL),  and policing enquiries should be referred to the Met Police or Mayor's Office for Policing and Crime (MOPAC). See the sections below for more details about transport or policing queries. 

For more information about how correspondence is handled, please see our section on Service Standards below.

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

City Hall staff want to ensure that your query is answered as promptly as possible and by the person responsible for the area you are writing to us about. 

The Mayor has many roles, mostly in strategic oversight of 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,
  • and representing the city at home and abroad.

We will be happy to respond to any query you may have relating to any of these issues.

The Mayor is not responsible for:

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

These day-to-day services are all provided by borough councils or other organisations, and we will not be able to assist if you contact us about one of these issues. You must contact your local authority for assistance or to make a complaint about one of these issues. Links to local authorities in London can be found on our London boroughs  page.

The Mayor is also not responsible for the day-to-day operations of the Met Police (including reporting crimes or threats), nor is he responsible for the daily operations of Transport for London (including Oyster card issues or service complaints). 

Complaints or queries about these organisations must be directed to these organisations. See our sections about transport or policing queries below for further details. 

How can I contact the London Assembly or my Assembly Member?

Full contact details for the London Assembly are available on the London Assembly contacts page.

To contact the London Assembly's External Relations team, see the London Assembly media contacts page.

If you wish to contact your local Assembly Member directly you can find their contact details through the listing of Assembly Members.

Information about the 2016 mayoral and assembly elections

What if I have a question about the 2016 mayoral and 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 and operates independently. Queries and complaints related to the 2016 mayoral and assembly elections are managed by the London Elects team.

To find out more about London Elects, including detailed information for voters, candidates, and electoral administrators, see www.londonelects.org.uk.

You can contact London Elects by email at info@londonelects.org.uk, or by phone at 020 7983 4444.

What if 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.

Find out more information and contact Transport for London

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.

What if 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

If you believe the Mayor as occupant of MOPAC and/or the Deputy Mayor of Policing and Crime has breached the Elected Local Policing Bodies (Complaints and Misconduct) Regulations 2011 please email your complaint to the Monitoring officer at mopc.complaints@london.gov.uk. 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. 

Detailed information about the MOPAC complaints procedure can be found in the GLA Guidance on Complaints about the Mayor’s Office for Policing and Crime and the Deputy Mayor for Policing and Crime document (RTF, 245kb)

Contact MOPAC

To contact MOPAC directly then please either email enquiries@mopac.london.gov.uk or telephone 020 7983 6532. They aim to reply to correspondence within twenty working days.

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

What if I have a query about my local authority/local services?

Questions or complaints

Queries and complaints about public services need to be directed to your local borough. You can find their contact details on our London Boroughs webpage. You will need to contact them if your question relates to refuse collection, public housing, health and social care, education, leisure facilities, parking and traffic enforcement or library 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.

Any correspondence or complaints received by City Hall about local authorities will receive a response re-directing you back to the relevant borough.

How can I 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 one

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 two

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 three

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.

How can I complain 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:

Guidance on making a complaint about a GLA Member’s conduct PDF
 

Complaints about the London Fire & Emergency Planning Authority

How can I 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 through their website

 

City Hall Service standards

Enquiries in writing 

We aim to answer written correspondence as quickly as possible, and within a maximum of twenty working days from the day following receipt. If we are reliant on information from another source and it is not expected within that timescale, then we aim to keep you informed.

Exceptions:

Where we specifically state that we are unable to enter into correspondence (for example, when inviting email responses to consultation documents).

Where correspondence contains comments of an abusive or discriminatory nature. In line with the GLA’s 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.

Where correspondence is deemed to be vexatious or abusive.

We do not respond to letters/emails copied to the Mayor, which are regarded as for information only.

We do not respond to correspondence that is trying to sell or promote a product

The GLA does not accept unsolicited job applications or CVs. Details of our current vacancies are available in the Jobs section on our website

Do you keep any of my personal data when I write in? 

Please see the GLA’s privacy policy for information on how we use personal data, and your rights under the Data Protection Act.

All information contained in public correspondence the Mayor receives, including personal details, will be also be supplied to a third party (ResoLex Limited) for aggregating using bespoke software. This will help ensure the Mayor better understands Londoners’ needs as a whole. ResoLex Limited is contractually obliged to keep this information secure and not to use it for any means other than to report to GLA staff.

If you would prefer the GLA not to share your personal data with ResoLex Limited for this purpose please state this in your enquiry and we will ensure your details are not shared.

Enquiries by telephone

The Mayor’s Public Liaison Unit is open from 9am to 5pm Monday-Friday, and closed on bank and public holidays for England.

Standards:

  • We aim to answer all calls within six rings.
  • We aim to answer 80% of all attempted calls.
  • We request that all invitations to the Mayor be made in writing.
  • We may also ask that requests for complex information, or detailed complaints, be made in writing, for cases where we are unable to address them over the phone.
  • Calls will not be transferred directly to the Mayor's Office, and we may ask that any request to speak with the Mayor be put in writing.

Please note that it may be necessary to close the phone line at certain times to allow for staff training/briefings. We will however ensure that disruption to our service will be kept to a minimum.

 

If you have a comment or complaint about our telephone enquiry service because you feel that a member of staff has been unhelpful or discourteous, you can ask to speak to the Manager. The Manager will listen to what you have to say and take any appropriate action, as necessary.

 

Corresponding with the Mayor

Calls will not be transferred directly to the Mayor's Office, and we may ask that any request to speak with the Mayor be put in writing. We also request that all invitations to the Mayor be made in writing.

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.