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1.8 Making a complaint 1.9 Taking legal action against the
We want to resolve your complaint as quickly as council
possible. If you have a complaint you need to If you think we have not met our obligations as
contact the team or person delivering the service stated in this agreement, you have the right to
first. take legal action against us. You must obtain your
First Stage – your complaint will be investigated own independent legal advice.
by a senior manager from the team where the
alleged service failure occurred. They will 1.10 Serving legal notices on the council
acknowledge your complaint within two working If you wish to serve any Notice on us, you should
days and respond within 10 working days. send it as described in the section ‘Ending your
Final Stage – an independent, senior officer on tenancy’ on page 16.
behalf of the Chief Executive, will review the
handling and outcome of the first stage
complaint. They will acknowledge your complaint
within five working days and write to you with a
decision within 30 working days.
We hope our complaints procedure will help us to
sort out, with you, any problems you may have
with the way our services are provided, but if you
are still not satisfied you have further options:

From 1st April 2013 the Localism Act 2011
provides that the tenants of housing associations,
local authorities and ALMOs can ask for their
complaints to be considered by a ‘designated’
person when all stages of their landlord’s internal
complaints procedure are finished.

A designated person can be an MP, local
Councillor or a Tenant Panel. If you want more
information on who they are and how you can
contact them, please contact us directly by
emailing council.housing@enfield.gov.uk.

When the Housing Ombudsman receives a
complaint that has gone through all stages of the
landlord’s internal complaints procedure, they will
always ask if it has then been referred to a
designated person and if a tenant is clear that
they do not want to make use of that opportunity
for local resolution (if it is more than 8 weeks from
the end of the landlord’s complaints process) the
Housing Ombudsman will consider the case.
The Housing Ombudsman Service can be
contacted at:
81 Aldwych
London WC2B 4HN
Telephone 0300 111 3000
Fax 020 7831 1942

Email info@housing-ombudsman.org.uk

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