Complaints & Compliments

Are you thinking of making a complaint? If so, here's a guide that might help

Runnymede Borough Council (RBC) values all feedback as it improves the services we provide. If you wish to submit a complaint or compliment, click here.

RBC's complaints procedure is available Icon for pdf here. [139.27KB]. Please note that while we aim to respond within ten working days to most housing complaints, correspondence regarding anti-social behaviour can take up to fifteen working days to respond to.

The government recently released a charter for social housing residents which includes changes it wants social housing landlords to make on how they handle complaints.

The Housing Service is committed to making these changes as soon as possible.

Ombudsman Services

RBC Landlord Services - complaints about property repairs, leaseholder charges, rent, anti-social behaviour and tenancies

The Housing Ombudsman Service is available to assist at any stage of the complaint process. The Ombudsman will usually ask both parties to try to resolve a complaint before escalating to them, though they can accept approaches at any time and can provide advice if you are unsure how to make a complaint.

The Ombudsman is an independent organisation which represents neither party in a complaint. It has recently released a complaint handling code and housing officers at RBC are currently writing a revised complaints policy to respond to the code.

Other services provided by RBC, such as the housing register, homelessness service and Magna Carta Lettings

The Local Government Ombudsman settles complaints related to these services. The Local Government Ombudsman will only accept a complaint once that complaint has been through both stages of the council's formal complaints process. It also provides guidance on making a complaint on it's website.

Other sources of support

Your local councillor or MP may be able to help you in representing your complaint to RBC or the Ombudsman.


Resident involvement

RBC would welcome resident involvement to help us improve our service and resolve any problems raised by residents.


Further information

For further information on complaints at RBC, please see our main web page on complaints and compliments.