Complain about a housing service
Housing Ombudsman Complaint Handling Code
From 1 April 2024, The Housing Ombudsman’s Complaint Handling Code becomes statutory. The code sets out how we must handle complaints in our responsibilities as a Landlord. This means if you are a Council tenant or Council leaseholder and have cause to complain, we will adhere to the complaint handling code.
See details of the complaint handling code
We are revising the Council’s Corporate Complaint Policy to reflect the Complaint Handling Code and once the policy has completed the governance process we will update our website.
Our policy for allocating council properties is based on the individual circumstances of each applicant
These take into account the person’s needs, medical background and history, family size and composition and a variety of other factors.
The number of people waiting for a new council property or to move from one council property to another is much greater than the number of properties we have available.
This means that the majority of customers on the housing waiting list will wait many years before getting a property. This is a similar case across most councils in the country.
As a result, we will not deal with complaints that are simply about excessive waiting times to be housed.
However, you can make a complaint if you believe:
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your application has been dealt with incorrectly
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the banding you have been allocated is incorrect
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your priority date is incorrect
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the housing allocation policy has been incorrectly applied in your case
If you are not able to use the online form you can contact the Council about your complaint by the following:
Telephone 020 8583 5211
In writing to:
Customer Relations Team
London Borough of Hounslow
Hounslow House
7 Bath Road
Hounslow
Middlesex
​​​​TW3 3EB
