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Complaints relating to the Council's landlord functions

Complaints about the Council's actions as a housing landlord are dealt with by the Housing Ombudsman Service. Where a complaint involves the actions of the Council as both the landlord and the local authority, the Housing Ombudsman and the Local Government and Social Care Ombudsman may decide to carry out a joint investigation.

The Housing Ombudsman defines landlord functions as leasehold services, moving to a Council owned property, rent and service charges, occupancy rights, Council owned property condition (repairs and improvements), tenants' behaviour, estate management, complaints handling and compensation.

If, having exhausted the Council's corporate complaints procedure, your complaint is not resolved to your satisfaction, you have the following options available to you:

1. Approach a 'designated person' to try and resolve your complaint at a local level; or

2. Wait eight weeks (calculated from the date of the Council's Stage Two decision), and take your complaint directly to the Housing Ombudsman; or

3. If the 'designated person' has confirmed in writing that they will not assist you or have agreed that you can refer your complaint to the Housing Ombudsman, or, having contacted the 'designated person', you remain dissatisfied, you may refer your complaint direct to the Housing Ombudsman within the eight week period.

By law, a 'designated person' is an MP, a local councillor or a recognised tenant panel. Councillor David Hammock is the Council's appointed 'designated person', although you may approach your MP or local ward councillor at any time.  The Council has no recognised tenant panel.

Councillor Hammock's contact details are: Tel: 07802 303571: Online: Online form

Councillor Hammock may refer your complaint to the Housing Ombudsman at any time, although  the Ombudsman will generally only consider referrals after the Council's complaints procedure has been exhausted.

Housing Ombudsman Service
Exchange Tower 

Harbour Exchange Square
London E14 9GE
Tel: 0300 111 3000
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk

The Local Government and Social Care Ombudsman deals with complaints relating to housing allocations, homelessness, general housing advice, housing benefit, housing improvement grants, antisocial behaviour (other than tenant behaviour) noise nuisance, sale or disposal of land on housing estates and planning and building control (Council owned properties). If, having exhausted the Council's corporate complaints procedure, a complaint is not resolved to the complainant's satisfaction, the complainant may refer the complaint straight to the Local Government Ombudsman. The 'designated person' procedure does not apply to complaints dealt with by the Local Government and Social Care Ombudsman.

Top   Last Updated: 27th October 2017 Print Link