Housing Services Complaints

Housing Services, finding a new home, repairs and tenant issues

Residents can make a complaint about any of the services that Castle Point Borough Council provide as a landlord , including:

  • Repairs and maintenance
  • Tenancy & estate management
  • Application to find a new home

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 ’ .  

A service request will not be considered 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 acknowledge d 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 provide a n early resolution to all complaint s .  

C omplaint s can be made via :   

E mail: housing complaints @castlepoint.go v .uk    

Telephone: 01268 88220  

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

Online: Complaint form

 

Castle Point Borough Council follows the  Housing Ombudsman's Complaint Handling Code .pdf 287KB ,   which requires landlords to resolve complaints quickly and use the learning from complaints to drive service improvements .  

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

 

Residents can contact the Housing Ombudsman for advice on making complaints against their landlord:  

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

0300 111 3000
info@housing-ombudsman.org.uk