Housing complaints

Tenant and leaseholder complaints

Runnymede Borough Council wants to provide an excellent housing service but we recognise that we do not always meet the high standards we set ourselves.

Your complaints are important to us as they help us identify why things have not gone well and what we can do to improve. 

What is a complaint?

An expression of dissatisfaction about a Council service, which requires a response. This could be a service provided directly by us or by one of our contractors. 

What is not a complaint?

A complaint is not

  • a request for service, for example, request for a repair or removal of flytipping
  • a request for information
  • an explanation of Council policy, for example the amount of rent charged or what items the Council is responsible for repairing.