Complaints

We realise that sometimes things can go wrong. If they do, we want to hear from you so that we put them right and learn from what has happened.

Before you make a complaint

You can get some of your issues dealt with quickly and easily by reporting them to us online:

Report now

If your rubbish collection has been missed, you can report online. 

If you wish to speak to someone, there are various numbers depending on the subject: 

• Anti social behaviour, noise complaints, racial harassment: 0800 694 0240
• Housing repairs: 01895 556600             
• Housing services: 01895 556666
• Planning, trees and landscapes: 01895 250230
• Hillingdon Social Care Direct: 01895 556633 (inc adults and children)
• Council tax and Housing benefits: 0300 123 1384 
• Other services: 01895 556000

Still want to make a complaint? 

You will not be treated less favourably if you decide to complain, and your complaint will be dealt with in confidence.

You can make your complaint in a number of ways: 

Use this form

• via email complaintsmailbox@hillingdon.gov.uk
• via post - to Complaints and enquiries team, 3S/03A Civic Centre, High Street, Uxbridge UB8 1UW
• via telephone: 
  • 01895 277801
  • 01895 277143
  • 01895 556015
• Schools have their own complaints procedures, you should contact the school direct.

Please be aware that there are separate arrangements for dealing with some complaints and the procedures we will follow are set out below:

• Corporate complaints procedure [142KB] 
• Public Health complaints procedure [48KB]
• The Independent regulatory challenge panel [11KB] 
• Children and young people's service complaints procedure [92KB]
• Adult social care complaints procedure [132KB]
• If you have a complaint about a care home, nursing home or any other adult social care service the first thing you should do is tell the home or service. This applies whether you pay for your care or if the local council funds it.
• Schools complaints procedure [22KB]​
• Customer Service Standards [136KB]

Time limit

You have 12 months after an incident to submit your complaint. We are not obliged to investigate incidents which happened more than 12 months ago.

What information will help us help you?

It will help us if you state clearly what your complaint is, which council officers or service you have dealt with and give details of any letters you have had from us.

Please tell us what you'd like us to do to put things right.

Please provide your contact details including a telephone number and email address, if you have one.

Legal action

If you are taking legal action against the council you cannot make a complaint if it concerns the matter you are taking legal action over. You can make a complaint about an unrelated matter.

Complaining on someone else's behalf 

You can make a complaint on behalf of a friend or relative but you must have a signed letter from that person which authorises you to take the action.

Further assistance

Ask someone to help if you need advice with making your complaint to the council. It can be a friend or relative, or anyone else you choose.The following places may assist you in making your complaint:

• Your local councillor or MP: telephone 01895 250636
   
• Local Government Ombudsman: telephone 0300 061 0614, or write to:
   
• The Local Government Ombudsman
  PO Box 4771
  Coventry CV4 0EH
   
• Housing Ombudsman: telephone 0300 111 3000, or write to: 
  Housing Ombudsman Service
  Exchange Tower
  Harbour Exchange Square
  London E14 9GE
   
• Disablement Association Hillingdon (DASH):: telephone 020 8848 8319 (Minicom 020 8848 8323)
   
• Equality Advisory and Support Service