Making a complaint

We realise that sometimes things do not work as we had hoped. If this happens, we want to hear from you to put them right and learn from what has happened.

We want to be able to resolve your problem, the quickest way to help you is if you make a report to us directly as a first stop. If this does not help to solve your problem, or you encounter other difficulties, we then advise you to submit a complaint. We will only investigate your problem if you have made a report to the correct service.

These are the top ten reports which are made to us;

• Report a missed bin collection
• Report fly-tipping
• Report a highways issue
• Report noise nuisance
• Report anti social behaviour
• Report a street cleaning issue
• Report an issue with trees
• Report a nuisance vehicle
• Report a dirty front garden
• Report dog fouling

If you want to see all the report types you can make, please see our Report it page.

If you have tried to report the issues without success, you can make a complaint to the Council.

A complaint is known as:

"An expression of dissatisfaction, about services that our organisation has provided, which has affected the customer, individual or resident negatively".

Examples of what a complaint may look like

• where there has been a delay in providing a service
• we have made a mistake in the way we have provided a service
• we have failed to deliver a service - relating to quality and performance
• we have not met our service level agreements
• we have not listened properly
• we have not met our legal, statutory or regulatory requirements
• we have not delivered against a commitment or promise
• our staff have not been helpful or have not conducted themselves correctly

If you are unable to submit the complaint form online, you can write to us on the address stated below.

We would prefer you to submit your complaint using our online form, as this is the easiest and quickest way of contacting us.

However, if you do not have access to a computer or the internet, or have difficulty with using our online form, you can complain using the following methods:

• By attending one of our Libraries and asking for assistance with completing the online form.
• By phoning our Resolution Centre on telephone number 020 8496 3000.
• By emailing us at information.officer@walthamforest.gov.uk
• By asking a friend, family member, third party, or advocate to complain on your behalf. They can do so as long as you give them your written consent to represent you.