Make a formal complaint
We are sorry to hear that you want to make a complaint.
However, we are always looking to improve our services and welcome all feedback from our customers.
We will listen to your concerns and investigate them fully. The investigation will decide whether your complaint has been upheld (meaning we accept we are at fault), or partially upheld (meaning we accept we are partly at fault). Where this happens, we will try to put things right as soon as possible.
- First Stage - We will acknowledge your complaint within 5 working days. An officer from the service you have directed your complaint to will investigate and provide a full response to your concerns within 10 working days.
- Final stage - If you're not satisfied with the initial response, you may request a further review of your complaint. This will be done by a senior manager or the relevant Head of Service. In some cases, we may decide that the final stage investigation must be undertaken by a senior manager from another service area. We will respond to you within 20 days.
In some situations, we may need to extend a complaint to ensure we have enough time to investigate. When this is the case, we will be in touch with you directly.
In some instances when responding to a complaint, we will review the complaint alongside our compensation policy PDF, 177.1 KB.
Housing Ombudsman
Enfield Council follows the Housing Ombudsman Complaint Handling Code.
The code provides a framework for the rapid resolution of complaints, makes it clear what customers can expect and helps landlords learn from complaints to improve services.
At Enfield, we welcome the new Complaint Handling Code and annually complete the Housing Ombudsman’s self-assessment against the code (PDF, 274.26 KB). The latest review took place in April 2024.
Residents are encouraged to review the Housing Ombudsman Complaint Handling Code ahead of making a complaint to the council. We hope that we can sort out your problem, but if you have followed our complaints process and you're still not happy, please contact the Housing Ombudsman by:
- email at info@housing-ombudsman.org.uk
- using their online complaint form
- phoning 0300 111 3000 (Monday to Friday, 9:15am to 5:15pm)