Complaints policy and procedure
The policy and procedure is for tenants and leaseholders of Ealing Council only. We refer to this group as ‘residents’.
By following the Housing Ombudsman Service Complaint Handling Code, the council's housing service will make sure all complaints are investigated fairly and efficiently. There are 2 stages to our complaints process:
Stage 1
Stage 1 complaints are acknowledged within 5 working days of being received and will be fully responded to within 10 working days of the stage 1 acknowledgement date. Sometimes complaints will be more complex and may take longer to investigate. In these cases, we will contact the resident that has made the complaint to negotiate more time (up to 10 working days). If a resident is unhappy with our response at stage 1, they can escalate their complaint to be considered by another person at stage 2.
To log a Stage 1 complaint:
- you can use your My Account portal, which will allow you to track the status of your complaint, and you will also receive regular updates through My Account
- you can call the customer service centre on 020 8825 5000
- you can email us at: housing.environ.complaints@ealing.gov.uk
- you can let any member staff within the council housing service know you wish to make a complaint by writing to us at:
Perceval House
14 Uxbridge Road
Ealing W5 2HL
Stage 2
Stage 2 complaints are acknowledged within 5 working days of being received and will be fully responded to within 20 working days of the stage 2 acknowledgement date. Sometimes complaints will be more complex and may take us longer to investigate. In these cases, we will contact the resident that has made the complaint to negotiate more time (up to 10 working days).
To escalate your complaint to stage 2 of the complaints process, you can email, call or write to us quoting your reference number, and you can also log into your MyAccount to escalate your complaint via the MyAccount Portal
If a resident is unhappy with our response at stage 2, they can escalate their complaint to the Housing Ombudsman Service. They can be contacted by:
- telephone: 0300 111 3000
- email: info@housing-ombudsman.org.uk
- online: www.housing-ombudsman.org.uk where you can fill in a complaint form
- post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
Putting things right
There are lots of things we can do to put things right if they go wrong. We can:
- say sorry and give you an explanation or more information
- make sure that any repairs needed are carried out
- learn from your complaint to improve our services
- make sure our staff have extra guidance and support to help other residents