Are you unhappy with a service provided by Housing?
If so, we encourage you to complain.
We welcome complaints because your comments help us to improve the services we provide. We are committed to ensure that you receive a high quality service and are treated fairly and with respect by our staff.
If you are unhappy about any aspect of the service provided to you by Housing, or if you have received poor treatment from a member of staff, please tell us.
How do I complain?
You can complain in a number of ways:
- By filling in our electronic complaint form
- By calling Waltham Forest Direct on 020 8496 3000
- In person to the office which provided you with the service
- By filling in a complaint form which will be available on request at any Council office
What happens then?
Once we have received your complaint, we guarantee to:
- Contact you by e-mail or letter within 5 days, telling you who is dealing with your complaint and when you can expect a reply
- Ensure that you receive a full written reply within 20 working days
In our reply to you, we guarantee to:
- Write in plain and clear language
- Address the points you have raised in your complaint
- Provide a solution if the Council is at fault
- Explain how you can take your complaint further if you are not happy with the way your complaint was dealt with
What if I'm not satisfied?
If you are not happy with our reply, you will have a right to refer your complaint for investigation by the Chief Executive.
Local councillors
You can also contact your local Councillor or Member of Parliament who will pursue your complaint with the Council on your behalf.
Local Government Ombudsman
If you have exhausted the Council's complaints procedure and remain unhappy with our response, you can write to the Local Government Ombudsman. The Ombudsman is an independent person employed by the Government to monitor the actions of local Councils. The Ombudsman's address is:
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0845 602 1983 or 024 7682 1960
Email: advice@lgo.org.uk
Fax: 024 7682 0001
Web: www.lgo.org.uk
The Advice Team are available Monday to Friday from 8.30am to 5.00pm. You can also text ‘call back’ to 0762 480 4323.
Contact us
Housing Services
Cedar Wood House
2d Fulbourne Road
Walthamstow E17 4GG (map)
Tel Call 020 8496 3000 and ask for Housing Services
Fax 020 8496 3095
Email hsgcomplaints@walthamforest.gov.uk
