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
- Tell us if you would like to compliment Enfield Council about great service you have received
- Tell us if you have any 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:
- an initial request for a service or requests for information
- a disagreement with council policy or decisions
- matters subject to legal right to appeal or review
- matters relating to court proceedings or legal action in progress
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.
- For complaints about council housing, see the Housing Ombudsman Complaint Handling Code. We are required to publish our self-assessment (PDF, 274.26 KB) as part of the Housing Ombudsman code.
- If you’re unhappy with our response to your complaint or want independent advice, you can consult with the Local Government and Social Care Ombudsman, or where applicable, the Housing Ombudsman
- For a summary of council housing complaints from April 2023 to March 2024, view the complaints review (PDF, 138.8 KB)
- For persistent and vexatious complaints, see our Persistent and Vexatious Complaints Policy and Guidance (PDF, 246.4 KB)
- The policy for adult and child social care has a separate statutory process. If you’re unhappy with adult or children’s social care, please see adult social care complaints or children's social care complaints for more detail. If you're still unhappy after contacting the relevant team, then make a formal complaint.
- If you want to make a complaint about a school, you should contact them directly as these do not come under our complaints processes