At Waltham Forest Housing there are two stages to
our complaints procedure:
Stage one – the relevant service area
within Waltham Forest Housing will reply to your
complaint, if possible, within 10 working days. If it is not
possible to respond fully to your complaint within 10 working days
[i.e. because we need some further information that is not
available] we will write to you and explain why. We will also tell
you when we will be able to respond to your complaint.
You will receive a letter acknowledging your complaint. This
will tell you the name of the person who is dealing with your
complaint, their contact details and the date by which you will
receive a response.
Stage two – if you are not happy with
the response received from Waltham Forest Housing at stage
one, you have the opportunity to complain further to the Chief
Executive of the London Borough of Waltham Forest (the Council) who
will carry out an independent review of the actions taken by
Waltham Forest Housing. The Council’s Corporate Complaints Team
will acknowledge your request within five days and your complaint
will be reviewed within 28 calendar days.
If you are still not happy following Stage Two, you will be
advised whether you should escalate your complaint to either the
Housing Ombudsman or the Local Government Ombudsman.
The Local Government Ombudsman and
Since April 2013 the Housing Ombudsman
will deal with all complaints about social housing. Tenants
of councils and ALMOs previously had the right to refer
complaints about housing to the Local Government Ombudsman.
The Housing Ombudsman will continue to
investigate complaints against housing associations and in
addition, will investigate complaints about a local authority’s
landlord function. This means that complaints about a local
authority’s relationship as landlord to its tenants or leaseholders
will be considered by the Housing Ombudsman rather than the Local
The Local Government Ombudsman will continue
to consider complaints about local authorities’ wider activities,
for example in discharging their statutory duties in homelessness.
There are areas where there may appear to be some over-lap between
the jurisdiction of the two Ombudsmen. The following guide has been
developed to help clarify which Ombudsman may consider various
categories of complaint.
Please see the following links for more information.
How can I get help making my complaint
Your local Councillor or Member of Parliament can help you make
a complaint or complain on your behalf. Their details can be
obtained from the Council on 020 8496 3000 or Council website. You
may also contact the Complaints and Service Improvement Team on 020
8496 4197 and they will be happy to assist.
Alternatively, you can:
Contact or visit your local Citizens Advice Bureau
Telephone: 0844 826 9696 or visit the CAB website or
the CAB Advice Guide
Seek help from a local Law Centre
Telephone:0845 345 4345 or visit the Community Legal
Seek help from a local solicitor
Visit the Law Society’s
help you find a local solicitor).
Putting it Right
To put things right if we’ve made a mistake, these are the
things that we will do:
Back to top
- Arrange for work or repairs to be done as soon as possible
- Speed up a decision that has taken too long
- Reconsider facts, if circumstances have changed
- Learn from our mistakes and update training to staff.