Housing Complaints
At Ashford Borough Council, we understand that sometimes things go wrong. If you're left unhappy with our housing service, we want to put things right quickly and fairly. We welcome your feedback and it helps us improve our services.
What is a complaint?
A complaint is an expression of dissatisfaction about the services we provide or the actions we have taken that affect an individual resident or a group of residents.
Some issues cannot be investigated through our formal complaints process.
If your concern is about a neighbour or antisocial behaviour, please visit our antisocial behaviour page.
To raise a complaint:
- Call us on (01233 331111)
- Email us at: housingresolutions@ashford.gov.uk
- Use our website
- Tell us in person at our offices or during an appointment.
- Write to us at to Ashford Borough Council, International House, Dover Place, Ashford, TN23 1HU.
- Contact us on Social Media
Some residents choose to use AI tools (such as ChatGPT or Copilot) to help draft their complaint. If you want more information about using AI tools to help you write your complaint please view our webpage.
What happens if you make a complaint?
We’ll acknowledge your complaint in writing within five working days and take your complaint through our two-stage process. Full details can be found in our Housing Service Complaints Policy.
All formal complaints are managed by a dedicated team who work closely with colleagues across the organisation to investigate concerns thoroughly and will speak with you throughout the process.
Need Independent Advice?
We handle complaints in line with the Housing Ombudsman's Complaint Handling Code which sets standards for how social landlords manage complaints. You can view our Self Assessment to see how we meet these requirements.
The Housing Ombudsman is an independent service that helps resolve disputes between residents and social landlords. You can contact them at any stage of your complaint for advice and support. Visit the Housing Ombudsman website, call 0300 111 3000, email info@housing-ombudsman.org.uk, or complete their online complaint form.
