Council housing complaints

Can I make a complaint?

You can make a complaint if you are dissatisfied with Ealing Council housing services, including if: 

  • you have told us about a service that you need and we have not responded appropriately 
  • one of our contracting partners has failed to fix an issue or acted inappropriately 
  • we have mishandled a report of antisocial behaviour 
  • an Ealing Council policy has been breached or incorrectly followed 

In some circumstances, we will not be able to investigate your complaint. This includes if we are already investigating or if there is another process you can follow to resolve the issue. We outline both when we can and cannot investigate your complaint in our Complaints policy 

If we cannot investigate your complaint for you, we will explain why and direct you to the Housing Ombudsman Service for support. 

Can someone else complain on my behalf?

Yes - someone else can complain on your behalf. This may be a friend, family member, a local councillor or MP. We will need you to share written permission with us so we can discuss your case with them. 

Handling housing complaints

Ealing Council follow the Housing Ombudsman's Complaint Handling Code. The purpose of the code is to enable landlords, such as the council, to review their current complaints procedure and performance in relation to social housing tenants and to identify areas for improvement to ensure complaints are dealt with quickly and efficiently.

The council carried out a self assessment against the Complaint Handling Code and created a new complaints policy and procedure to help comply with the code.

Make a complaint

Residents can raise complaints many ways:

Make a housing complaint on My Account

You can also:

Adjustments

We are committed to making our services work for our residents. When taking your complaint, we will ask you for your preferred method of contact to help us to stay in touch throughout the complaint process. If you need any adjustments or additional support, we encourage you to talk these through with your complaint handler.