Making a complaint

Sometimes we get things wrong and although we will always try to put things right, if you are still not happy, here’s how you can make a complaint.

In the first instance please write or speak to your lettings and property manager.  If you are not comfortable with this you can speak to anyone from landlord services in Ealing.  You can also ask someone else to make the complaint on your behalf if you wish. 

We may wish to clarify the complaint with you including the outcome you are looking for.  Having done this, we will try to resolve things for you in 10 days.  Sometimes actions may take longer to actually make happen for example where we have ordered a part. 

If we fail to resolve your issue, you can ask for a review of how your complaint was handled.  We will look at the details and give you a decision within 20 days.  Reviews will be carried out by senior managers and / or other residents and they will most likely want to speak to you as part of this process.

If you are not happy with the outcome of the review, you can refer your case to the Housing Ombudsman.

For more information on how we manage complaints you can see our full complaints policy.