Make a complaint or comment

Complain about a housing service

Housing Ombudsman Complaint Handling Code

From 1st April 2024, the Housing Ombudsman Complaint Handling Code, which sets out how we must handle complaints where we are a landlord, became statutory. We have therefore revised the Council’s Corporate Complaints, Comments and Compliments Policy.

This means if you are a Council tenant or a Council leaseholder and have cause to complain, your complaint will be handled under this policy.

Read the Corporate Complaints, Comments and Compliments Policy

If you are NOT a Council tenant or Council leaseholder and have cause to complain, your complaint will be handled under the existing policy.

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:

  • your application has been dealt with incorrectly

  • the banding you have been allocated is incorrect

  • your priority date is incorrect

  • the housing allocation  policy has been incorrectly applied in your case

Make a complaint

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
​​​​TW3 3EB

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