Feedback and complaints

Report a problem

The quickest and easiest way to report a problem is online. You can report a missed bin collection, fly-tip, potholes, road and pavement maintenance, council housing repairs and more. You can track the progress of reports using your Enfield Connected account.

Appeal a fine or decision

You may want to appeal:

Compliments and suggestions

Formal complaints

If the issue cannot be resolved with the service, you can make a formal complaint following our complaints process and procedures.

Examples which cannot be considered through the complaints process are:

Complaints process and procedures

Our complaints process has 2 stages to help address your concerns quickly.

First stage

To start, contact the team responsible for the service you’re unhappy with. We will acknowledge your complaint within 5 working days and aim to resolve it within 10 working days. If it takes longer, we will let you know and may take up to 20 days. If we need more information from you, the process will pause until we receive it. If you’re not satisfied with the response, you can request to move to the final stage.

Final stage

At this stage, a senior manager will investigate your complaint. We will acknowledge it within 5 working days and respond within 30 days. If we need more information, we will pause the process and keep you informed. Our response will clearly explain the decision. If we agree with your complaint, we will explain what went wrong, offer an apology, and outline what we will do to fix the issue. If we do not agree, we will explain why. A draft response will be sent to you 5 days before the final version, so you can comment if needed.

If you’re still not satisfied after the final stage, you can take your complaint to the Ombudsman.

The Corporate Complaints Policy PDF, 302.59 KB will help to explain the complaints process in more detail.

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