Make a complaint

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.

If you prefer, you can contact our team by using the relevant contact details listed below:

Housing management team

Email: housing@dover.gov.uk (opens in new tab)

Phone: 01304 801084

Property services team

Email: housing.repairs@dover.gov.uk (opens in new tab) or housingplannedmaintenance@dover.gov.uk (opens in new tab)

Phone: 01304 801110

Taking your complaint further

If you are unhappy with our response, 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.

Email: ddccomplaints@dover.gov.uk

Housing Ombudsman

If you remain unhappy with how the housing department has resolved your complaint, you may escalate your complaint to the Housing Ombudsman.

The Ombudsman will work with you and our housing service to resolve the dispute through their early resolution process. They may decide to carry out an investigation, but only when it is proportionate to the case, for example if the complaint is complex or involves multiple issues.

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

Phone: 0300 111 3000

Website: www.housing-ombudsman.org.uk (opens in new tab)

All social housing landlords must assess themselves every year against the Ombudsman's guidelines.

Read our Complaint Handling Self-Assessment Form below:

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