What is a complaint?
Sometimes things go wrong. We need you to tell us, so that we can try to resolve them and make sure they do not happen again.
A complaint is when you let us know that something has not met your expectations, for example:
- the standard of service you received
- delays or lack of action
- poor communication
- how you were treated
- a decision we made
- something we did wrong
- our failure to do something we should have done
We take complaints seriously. They help us understand what went wrong and how we can improve.
When you contact us, we will listen, look into what happened, and treat your concerns fairly. Where possible, we will try to put things right.
Service request or complaint – what is the difference?
Service request
If you are reporting a problem for the first time, this is usually a service request. For example:
- reporting a missed bin collection
- requesting a repair
- reporting fly-tipping
- reporting antisocial behaviour for the first time
- asking for information or advice
- applying for a service
We will normally try to resolve these issues first through the relevant service team. You can find a full list of our online services in our do it online section.
The complaint process looks at how we have delivered services or reached decisions. Requests for help with problems on your local area should be directed to the relevant service first.
Complaint
A complaint is different. It is when you are unhappy with how we have handled something or with the service you have received.
For example, you may want to make a complaint if:
- a problem keeps happening
- we have delayed in responding or taking action
- you have not been kept updated
- we did not do something we said we would
- you are unhappy with how your issue was handled
Do I need to contact the service first?
In many cases, the quickest way to resolve an issue is to contact the service responsible.
However, you can make a complaint at any time - especially if the issue has been ongoing, you have already tried to resolve it, or you are unhappy with our response.
We will not refuse your complaint just because it started as a service request.
What happens when you make a complaint?
We will review what happened and consider what is fair.
Depending on the outcome, we may apologise, explain what went wrong, take action to resolve the issue, or make improvements to prevent it happening again.
Accessibility and support
If you need help making a complaint or would like information in another format or language, please let us know by emailing us on housing.environ.complaints@ealing.gov.uk. We are here to support you.