FOI - Record of complaints made against the Mayor's Office [Nov 2022]

Your request

Since Sadiq Khan took office as Mayor of London:

1. How many complaints have been made against the Mayor, the Mayor's Office, or the Mayoral Team each year?

2. What the nature of these complaints were?

3. What the average initial response time to respond to these complaints was?

4. What the average time to fully resolve these complaints was?

5. How many members of staff left their positions before the complaint was resolved?

Our response

The Greater London Authority takes very seriously any complaints raised about its elected members (the Mayor of London and members of the London Assembly) and its staff.

Complaints about elected members are handled by the GLA's Monitoring Officer. Part of their role is to consider complaints about the conduct of elected members which includes the Mayor of London and members of the London Assembly.

Specifically, the Monitoring Officer considers allegations of breaches of the GLA Code of Conduct. The Code can be found on our website. The complaints handling procedure can be found in Appendix 1.

Complaints about the conduct of staff in the Mayor’s Office or the Mayoral team are handled by the relevant line manager with support from the GLA’s HR team as necessary.

Complaints about the conduct of the Mayor of London

As set out in the complaints process, the Monitoring Officer completes an initial assessment of any complaint received which alleges a breach of the GLA Code of Conduct and considers if it can be resolved informally or is sufficiently serious to warrant further investigation.

The current GLA Monitoring Officer took up the post in October 2017. As such, we are unable to provide any information on complaints made about the current holder of the office of Mayor of London which were resolved informally or not considered to be sufficiently serious to warrant investigation before this time.

All complaints which have been investigated by the Monitoring Officer concerning elected members of the GLA (including the current Mayor) can be found on our Monitoring Officer Decisions page.

The information in the table attached sets out all complaints received. There was one complaint which was investigated (marked with an asterisk in the table). The others were resolved without need for an investigation.

The Monitoring Officer does not record response times to complaints. Each complaint is handled based on the nature of the complaint. However, an initial response to complaints is usually sent within one week.

None of the complaints referred to above have resulted in any staff leaving their positions as a result of these complaints.

Complaints about staff in the Mayor’s Office

Due to the small number of complaints that have been made against the staff in the Mayor's Office, we have applied Exemption Section 40(2)1.

This is because entries of five or less are considered sufficiently small enough to be potentially identifiable data. On this basis, this information is exempt from the duty to publish.

If you have any further questions relating to this matter, please contact us, quoting reference MGLA300522-2047.