Complaints
We realise that sometimes things can go wrong. If they do, we want to hear from you so that we can put them right and learn from what has happened.
By letting us know what you think, when we are doing a good job and when you think we could do better, you are helping to improves the services we provide for everyone.
Common tasks that are not complaints
Below are some common tasks that are not complaints and have separate statutory procedures that need to be followed.
- Appeal a council tax decision
- Appeal a car parking fine
- Appeal a housing benefit decision
- Appeal a planning decision
- Report anti-social behaviour
- Report a problem with a road, highway or footway
- Report a concern about dangerous structures
- Report a concern about unauthorised building works
- Report a missed bin collection
- Make a freedom of information request
- Make a subject access requests
Website issues
If you are experiencing any problems with our website, something is not working as expected or there is missing or incorrect information, please let us know by using the 'Report an issue with this page' link at the bottom of a page. We will check and fix any issues as soon as possible.
Finding help
If you are in contact with the service, they will be doing their best to resolve your issue. But if the service is unable to resolve your issue, please submit a complaint.
If you'd still like 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.
To submit a complaint or compliment, please complete our online form.
Please note:
- If you would like advice or guidance on submitting a complaint, please call 01895 277800 (Monday to Friday, 9am to 5pm).
- You can also watch the how to complain to your landlord video by the Housing Ombudsman for guidance on raising concerns with your housing provider.
- If you wish to complain about the conduct of a councillor of Hillingdon Council, you must submit your complaint in writing.
- Schools have their own complaints procedures, please contact the school directly if you have a school-related complaint.
Complaint procedures
Please be aware that there are separate arrangements for dealing with some complaints and the procedures we will follow are set out below:
- Adult social care complaints procedure (PDF, 187 KB)
Please note: 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. - Annual complaint and service monitoring report (PDF, 560 KB)
- Children and young people's service complaints procedure (PDF, 153 KB)
- Corporate complaints procedure (PDF, 170 KB)
- Customer service standards (PDF, 93 KB)
- Housing complaints service improvement report (PDF, 643 KB)
- Housing Ombudsman complaint code - self-assessment (PDF, 337 KB)
- Housing Ombudsman recommendations concerning damp and mould - self-assessment (PDF, 185 KB)
- Housing Ombudsman complaint handling code (PDF, 338 KB)
- Knowledge and information management self assessment (PDF, 210 KB)
- Landlord performance report (PDF, 630 KB)
- Local Government and Social Care Ombudsman - complaints handling code (PDF, 1 MB)
- Response from Governing Body to the housing complaints report 2024/25 (PDF, 104 KB)
- The annual complaint and service monitoring report for 2023/24 (PDF, 759 KB)
- Unreasonable or unreasonably persistent complainants (PDF, 181 KB)
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.
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.
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.
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.
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 Social Care Ombudsman: telephone 0300 061 0614, or write to:
- Housing Ombudsman Service: telephone 0300 111 3000, or write to:
- Citizens Advice Bureau: telephone 0800 144 8848
- Disablement Association Hillingdon (DASH): telephone 020 8848 8319 (Minicom 020 8848 8323)
- Equality Advisory and Support Service
The Local Government Social Care Ombudsman
PO Box 4771
Coventry CV4 0EH
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ