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If you are interested in knowing more about how our LATC model of delivery could work for you, please complete the form below.

If you are a service user, please click here to view your contact options.

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020 8770 5000


Encompass LATC Ltd
Sutton Gate
1 Carshalton Road

Service user contacts

Direct payment enquiries
Homelessness enquiries

T: 020 8770 5000

Getting advice if you are homeless or think you are soon to be
All calls will be responded to within two working days.
If your situation is an emergency, you will be responded to within four hours.

Housing register enquiries
Landlord enquiries
Self funder enquiries
Shared Lives enquiries

How to make a complaint

If you would like to make a complaint, you can email or write to us: Complaints, Encompass LATC, Sutton Gate, 1 Carshalton Road, Sutton SM1 4LE. All complaints begin at Stage 1.

In some cases we will be able to resolve your issue without undertaking a formal process. If this is the case, we will let you know within 5 working days of receipt.

Stage 1

  • Once you’ve submitted your complaint, we will let you know that it’s been received within 5 working days
  • Complaints will be investigated and a response will be sent to you within 10 working days
  • Our Complaints Officer will focus on resolving the issue(s) you have raised
  • We’ll contact you on the outcome and the action taken

Stage 2

If you are unhappy with the response at Stage 1, you then have 20 days to request a Stage 2 review.

You will need to email or write to us explaining why you are dissatisfied and your request will then be reviewed by a senior officer who has not been involved in the case. They will then reconsider your complaint and reply within 25 working days or tell you why it will take longer.

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Encompass LATC Ltd
Sutton Gate
1 Carshalton Road

Contact us