Housing Complaints for Council Tenants
Housing Complaints Policy
Newham's Housing Complaints Policy (PDF)
This policy applies to social-rented housing that the Council owns and/or manages, including homes managed by the Council on behalf of West Ham Non-Ecclesiastical Charity (WHNEC) and properties that are managed on the Council’s behalf by a tenant management organisation (TMO) or private finance initiative (PFI). You do not need to be a tenant or leaseholder to make a complaint about the housing service.
Making a housing complaint
You can make a complaint about the Council's housing service through the same online form as other types of complaint. You can access the form here:
If you have access requirements and need support to submit your complaint please contact us on: 020 8430 2000 Monday – Friday 9am-5pm. Closed bank holidays.
If you use a text-phone you can contact us on 18001 020 8430 2000.
If you need language support you can telephone the language line on 020 3373 4000 or email languageshop@newham.gov.uk.
If you would like to submit by post please send to: Complaints Team, London Borough of Newham, PO Box 71568, London, E6 9LQ.
Annual Housing Complaints Self Assessment
Each year, the Council self-assesses its Housing Complaints Policy against the Housing Ombudsman's Complaint Handling Code. This year's self-assessment can be found at the following link: Annual Housing Complaints Self-Assessment 2024-2025 (PDF).
The corporate response to the Annual Housing Complaints Self-Assessment 2024-2025 can be found at the following link: Corporate response to the Annual Housing Complaints Self-Assessment 2024-2025 (PDF).
Each year we report on how we are performing in responding to housing complaints. Our Annual Housing Complaints Performance Report can be found at the following link: Annual Housing Complaints Performance Report (PDF).
Housing Ombudsman
If you have completed the complaint process set out in the Housing Complaints Policy and your issue has not been resolved, you can contact the Housing Ombudsman.
