Housing complaints for council tenants

How to make a complaint about your housing

Are you reporting a new issue?

If you're contacting us about an issue for the first time or reporting a new repair, it may be quicker to resolve it by contacting the housing team directly. Contact our Housing Services housing team (link to new Contact the housing team page]

Phone our Contact Centre on 020 8430 2000. 

Press 5 for Housing when prompted. If you are a council tenant and your query is about a housing repair, press 4. 

If you have reported your issue and it has not been resolved, you can make a formal complaint. 

Make a complaint 

If you have access requirements and need support to submit your complaint, please call us on 020 8430 2000 on Monday to Friday from 9am to 5pm. (Closed bank holidays.) 

If you use a text-phone you can contact us on 18001 020 8430 2000. 

If you need language support, telephone the language line on 020 3373 4000 or email languageshop@newham.gov.uk. 

If you would like to submit a complaint by post please send it to: Complaints Team, London Borough of Newham, PO Box 71568, London, E6 9LQ. 

If you are an existing council tenant 

See 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. 

You can make a complaint if, for example: 

  • you are dissatisfied with a service you received 

  • you have faced unreasonable delays with a service 

  • you are unhappy with an action the council has taken 

  • you are unhappy with the actions of a member of council staff 

  • you believe the council has not provided an adequate service 

  • you have been provided inaccurate or false information by the council 

It is not a complaint if it is: 

  • a request for the council to do something new 

  • a request for information 

  • general feedback 

  • related to a service we do not provide 

Housing Ombudsman 

 If you have completed our complaints process andare not satisfied with our final response, you can refer your complaint to the Housing Ombudsman for an independent review. The Housing Ombudsman can investigate complaints about housing organisations and determine whether we have acted fairly and appropriately 

Housing Ombudsman Service 

For other issues, see our general Make a Complaint page. 

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