Complaints about housing

You must check that you are using the correct procedure to deal with your housing complaint.

Social housing residents

If you live in social housing and have an issue with your home or landlord, you can take steps to make things right:

1. Report the issue to your landlord
2. Complain to your landlord, using their official complaints process (usually stage 1 and stage 2)

Find details of the different housing associations working in the borough.

Ward councillor help

Your local councillors may be able to help if your housing association doesn't resolve the issue.

Tenants' Champion

We offer a Tenants' Champion service to support social housing tenants and leaseholders living in the borough. This service is free to use, independent and impartial and designed to assist with complex or long term housing issues. The Tenants' Champion works to help all parties reach a resolution.

Housing Ombudsman

If you are not satisfied with your landlord’s final response, you can escalate your complaint to the Housing Ombudsman.

They are free to use, impartial and will investigate complaints fairly. Visit the GOV.UK Housing Hub to find out how and when you should contact the Housing Ombudsman to make a complaint.

Housing decisions

You will be told in a decision letter if you have a right to request a review of a decision or offer of accommodation we have made and the deadline for submitting a review request.

Other complaints

You should make a complaint to the Housing Services team if you are unhappy about:

• Allocating housing and housing register
• Domestic energy efficiency
• Homelessness
• Housing advice
• Housing grants
• Residential Environmental Health, including noise and pest control
• Supported housing