Insurance claims against the council

If you wish to make a claim against the council, you must make sure all the information you provide is complete and accurate in your letter of claim.

Set out below is a guide to help you understand the process that occurs. A letter of claim is your letter showing detailed information of your claim which should be signed and dated. You make the claim against the council and we investigate the background issues surrounding your claim.

What happens next

  • a report concerning your claim will be requested from the relevant department    
  • once this information is collated, we will forward all internal reports to our insurers
  • there may be occasions when we need to clarify the information you have provided to us and we will therefore contact you
  • if the decision is that we are not legally liable for your accident then our insurers will write to you and give the reasons why.  If you are unhappy with this decision and wish to take this matter further, we recommend that you get independent professional advice.

We follow the insurance industry standard procedure to ensure fair play. In the event of your not agreeing, there is an opportunity for you to use your own legal representative.

Download and view the liability advice note and submit a separate letter of claim, following the advice guidance.


You must ensure all the information you provide is complete and accurate. The provision of this information does NOT constitute an admission of liability on behalf of the council and there is not automatic right to compensation. A fraudulent claim will result in the loss of right to claim and may lead to institution of criminal proceedings.

Our insurers pass information to the Claims and Underwriting Exchange Register, run by Insurance Database Services Ltd (IDS Ltd). The aim is to help them to check information provided and to also prevent fraudulent claims.

When you tell us about an incident which may or may not give rise to a claim, we may pass information relating to it to the register.

Contact us

If you wish to discuss any part of the claims process, contact email us at:

Insurance Team
London Borough of Hounslow
7 Bath Road

If you need to speak to someone urgently, please contact our switchboard on 020 8583 2000.



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