Housing complaints
If you have a concern, complaint, suggestion or indeed a compliment, let us know:
- Submit an online form Complaints/compliments/suggestion
- write to:
InTouch Team
room 229
Hammersmith Town Hall
King Street
Hammersmith
London W6 9JU
- call 020 8753 2456
email us:
H&FInTouch@lbhf.gov.uk
Every attempt will be made to resolve your concern as early as possible
- See our Corporate Complaints procedure
Lessons learnt from complaints
We take complaints about our service very seriously. We not only want to deal with individual complaints but find ways of using your complaints to help us improve our service. Here are some examples of what we mean by this:
We had a complaint about:
The amount of repairs that needed to take place following a new tenant moving into their property.
And as a result we:
Reviewed our process on refurbishing vacant properties to ensure that a single contractor was used to carry out works rather than two or more contractors as was previously the case. This has led to the contractor being more accountability as they now had sole responsibility for the work. This has improved the service for tenants moving in to their new home.
We had a complaint about:
Tenants’ receiving rent arrears letters which included the name of deceased relatives who were co-tenants.
As a result of this:
The policy on terminating tenancies on the death of a tenant was reviewed to ensure that we are more sensitive in dealing with such matters
We had a complaint about:
A customer is being charged for two parking spaces even though she handed in her Notice to Vacate Forms and is registered disabled.
As a result of this:
A clear process with an audit trail of documents received by South Hammersmith reception and forwarded to the re-housing department was put into place. This will give more accountability between both teams, and ensure that tasks are actioned and completed within reasonable timescales
Compensation policy
We to provide high quality services in everything we do. However, we accept that there will be occasions where the standard of service falls below our accepted levels, or when mistakes are made. We have an agreed a compensation policy following consultation with residents at a Borough Forum. If you wish to make a claim for compensation please complete the form and send it to your local area housing office.
Page last updated: 05/07/2011
