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Complaints about the Housing Management Service

If you are a tenant or leaseholder of Dover District council and are unhappy with the service you have received, in the first instance you must raise your complaint to the housing department. You can do this here by filling in the online form.

Further details about how to contact the housing team and repairs service click here.

Stage1 - to the Department

The people who can best deal with any problems you have are those who directly provide the service. If you are not happy with the way you have been treated by the Council, you should contact the Department concerned. 

In many cases it will be possible to deal with your complaint straightaway and a telephone call to let you know we have resolved your problem may be enough. If not it may be appropriate to write and tell you what action we have taken or to explain the position. You are entitled to a reply within 10 working days. If the matter cannot be resolved in that time, you should get a letter explaining why not and giving you a new deadline.

What to do next...

Stage 2 - to the Corporate Services Officer

If you are unhappy with the outcome of Stage 1, you can take the matter further and ask that a member of the Council’s Corporate Services Team consider the matter. They will aim to respond within 20 working days.

The Housing Ombudsman

If you remain unhappy with how the Housing Department and designated person have resolved your complaint, you may escalate your complaint to the Ombudsman.

The Ombudsman will work with you and the housing service at Dover District Council to resolve the dispute under their early resolution procedure. The Ombudsman may decide to carry out an investigation; however they only do this for those complaints where they decide an investigation is proportionate to the circumstances and evidence, for example complex complaints involving many issues.

You can fill in the form on their website, or contact them using the following contact details:

Call: 0300 111 3000

Write: Complaint correspondence: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

Other correspondence: Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9GE

Website: https://www.housing-ombudsman.org.uk

Complaint Handling Self-Assessment

All social housing landlord must assess themselves every year against the Ombudsman's guidelines. You can read Dover District Council's self-assessment form here.

How we learn from complaints

We process and analyse our complaints and use them as a tool to improve our service. Find out how we learn from complaints.