Comments and complaints

What you can complain about

Enfield Homes definition of a complaint is:

"An expression of dissatisfaction by either a tenant, or member of the public where an initial response to their problem has not proven satisfactory"

There can often be confusion between what is a complaint and what is a request for a service. When a customer makes a first request for a service, that first request is not a complaint.

The request only becomes a complaint if the person gets in touch again to point out that the service requested has not been performed, been performed to a standard below that which we aim to deliver or to protest about Enfield Homes policy.

For example, a report of a repair is a request for service. A report that the repair has not been completed within the target timescale is a complaint.

There are also a number of matters that will not be treated as complaints: For example, neighbour disputes, staff disputes, where you are taking or have taken out legal action, or where a separate appeals process is in place such as the Leasehold Valuation Tribunal. Seek advice from the Customer Feedback Team if you are unsure.