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 28 calendar 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 Council's. The Ombudsman's address is:

Local Government Ombudsman
21 Queen Anne's Gate
London  SW1H 9BU
Tel 020 7915 3210

Contact Us:

Housing Services

Cedar Wood House
2d Fulbourne Road
Walthamstow  E17 4GG  (map)


Tel 020 8496 3000 (via Waltham Forest Direct)
Fax 020 8496 3095
Email hsgcomplaints@walthamforest.gov.uk