Hounslow Council


Hounslow Homes complaints

Hounslow Homes is the council-owned company that manages the borough’s council housing.

We are committed to providing high quality services to our customers.

However if something has gone wrong please let us know. If our customers are not getting the level of service we aim to provide, we want you to tell us about it so we can put it right.

You may have a complaint because we haven’t provided the quality of service we have said we would provide. Alternatively, you may not agree with our policies or practices. It doesn’t matter whether the service is provided by one of our staff or someone working for our contractors or partners, we need to know if something has gone wrong.

Stage 1

Stage 2

Stage 3

Stage 4

Stage 1

You should contact the complaints team:

Email: complaints.team@hounslowhomes.org.uk

Telephone: 020 8583 3737

Write to:

Complaints Team
Hounslow Homes
Ashmead Road
Feltham
TW14 9NN

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Stage 2

If you are not happy with the reply you get or we don’t reply to you when we say we will, you can contact our customer service officers.

Email: complaints.team@hounslowhomes.org.uk

Telephone: 020 8583 3727 or 020 8583 3726

Write to:

Senior Customer Service Team
Langdale Centre
Summerwood Road
Isleworth
TW7 7QY

Again they will write to you acknowledging your complaint within two working days and telling you when they will reply in full. They are independent from the housing and repairs services and they will objectively investigate the complaint you have made. We call this Stage 2 of the complaints process.

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Stage 3

Occasionally customers may not be happy with the reply they receive from customer services officers. If you let them know they will refer your complaint to the council's complaints panel.

The council’s panel comprises three councillors (known as the members’ panel) who review stage 3 complaints. Residents can send their complaints as written evidence for the panel, or they can appear before the panel in person. However, the councillor's panel will only be able to consider cases that have already been through stages 1 and 2. If you wish to attend the council’s stage 3 panel please contact us via our online form.

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Stage 4

Some customers may not be satisfied with the stage 3 decision. They can then refer the matter to the Local Commission for Administration in England (the Ombudsman) by:

  • writing to Millbank Tower, Millbank, London, SW1P 4QP

  • telephoning 0207 217 4620

  • faxing 0207 217 4621

Alternatively if you are a leaseholder, instead of referring the matter to the Ombudsman, you can refer the matter to a leaseholder arbitration service which is independently run by the Chartered Institute of Arbitration. You can get application forms and information from the customer services officers. There is a registration fee if you choose this option.

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