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
You should contact a complaints officer at our call centre.
Email: complaints.team@hounslowhomes.org.uk
Telephone: 0208 583 3737
Fax: 020 8583 4336
Minicom: 0800 389 9821
Write to:
Call Centre
Ashmead Road
Feltham
Middlesex
TW14 9NN
Fill in a complaints form available at all our district and neighbourhood office reception areas or download here (
PDF Help, size 98kb). Once complete, give it to a member of staff or post it to the call centre, or you can ask a member of staff who will fill it in for you.
We will send you a letter acknowledging receipt of your complaint within two working days.
This letter will say who is dealing with your complaint, how you can contact them and when you should receive a final reply. We call this Stage 1 of the complaints process.
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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 0208 583 3726
Fax:0208 583 3730
Minicom: 0208 583 3901
Write to:
St Catherine’s House
2 Hanworth Road
Feltham
Middlesex
TW13 5AB
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 a review panel.You are entitled to be heard by the Hounslow Homes complaints panel or the council’s complaints panel, but not both.
The council’spanelcomprises 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 panelplease contact us via our online form.
The Hounslow Homes panel comprises board members and the chief executive. Submissions can be made in writing or by personal representation.
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Stage 4
Some customers may not be satisfied with the review panel 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.