Housing Services Complaints

We aim to always provide a high quality service to our residents. Sometimes we get things wrong, when we do, we ask that you let us know as soon as you can.

Your complaint will be formally logged and we aim to resolve all complaints quickly and thoroughly. We will take into account your personal circumstances; keep you informed and explain our decisions and actions to you.

If you have an unresolved issue or complaint about the Housing Service you can also contact the Housing Ombudsman for advice. The Housing Ombudsman requires social landlords, including Castle Point to follow their Complaint Handling Code.

We defined a complaint as ‘ an expression of dissatisfaction, however made about the standard of a service, actions, or lack of actions by us, our staff or those acting on our behalf ’ .  

We will not consider a service request as a complaint unless we have failed to deal with the original request . Complaints will be confirmed as a failure of service before they are acknowledged and logged as a complaint.

We operate a two-stage complaint process each with clear timescales. We will try to resolve a complaint at the first point of contact and look to provide an early resolution to all complaints.  

 

How to make a complaint

Call us on 01268 88220  

In writing or in person : Council Offices, Kiln Road, Benfleet, SS7 1T F  

Online: Complaint form

 

More on complaints

You can read our complaint related policies to find out more details:

Housing Complaints Policy June 2025 [pdf] 194KB

Housing Annual Complaints and Service Improvement Report 2024-25 [pdf] 218KB

Complaint Handling Code -Self-Assessment June 2025 [pdf] 277KB

 Governing Body Response 2024-25 [pdf] 113KB

Annual Housing Complaints and Service Improvement Report 2023-24 [pdf] 137KB

See the  complaints page  for further details on the Council’s complaints procedure and policies.  

 

You can contact the Housing Ombudsman by: