Complaints
As part of our drive for better services, we want you to let us know when something goes wrong.
We define a complaint as any expression of dissatisfaction about our provision of, or failure to provide, a service we have responsibility for and when we have not put right any service failure in a reasonable timescale.
We will deal with your complaint using a three stage complaints procedure.
Before you make a complaint
If your complaint is about any of these services, please follow the links to make your report.
My complaint is about:
- an appeal against a housing decision
- adult or children's social care
- penalty charge notices (PCN)
- appeals against planning
- schools and colleges
Are you reporting our staff for fraud or theft?
Please contact our fraud team if you are reporting a member of staff for possible fraud, theft or any other wrong doing whilst carrying out their duties on behalf of the council.
Making a complaint
If you still need to make a complaint you can use our online form.
Was your complaint made before 9 November 2021?
We have recently changed our reporting system so if your complaint is already with us and you wish to move (escalate) it from a stage 1 to stage 2 complaint because you wish to challenge the outcome, as outlined in our complaint procedure, please use the following form to let us know.
When asked ‘Have you already raised this issue as a corporate complaint during the last three months?’ please select ‘yes’ to activate the stage 2 request.
Please have your enquiry number ready.
Escalate your complaint with us
You can use this form to escalate your complaint by using your My Havering account login to get a record of when you reported to us and status updates in your My Havering account area or complain without signing in.
By not signing in, you will still have contact from us about your complaint through your preferred contact method.