Report a problem
The fastest way to get a resolution is to tell us if you’re unhappy with something. This could be reporting anything from a missed bin collection, noise nuisance or, requesting a repair.
We appreciate some issues may not be easy to define - we suggest residents use our Contact us pages to reach a team directly.
Another useful contact is your Resident Relationship Officer (previously known as Housing Officers). Specific contact information will be in your Tenant User Guide. However, if you are unsure of their contact details, email email@example.com and your message will be forwarded on.
If you are still unhappy after an issue has been reported, you can make a formal complaint.
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 3 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.
See, make a formal complaint.
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, 239.59 KB. The latest review took place in September 2022.
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: