How to complain about Ealing Council, and what to do if they ignore you
Ealing Council manages around 10,500 homes directly across the west London borough. The council was named in the 2024-25 independent statutory complaints review for upholding tenants' complaints of maladministration, putting it among the worst-performing London boroughs that year.
When a landlord named in the regulator's 2024-25 review for repeated maladministration misses an Awaab's Law deadline on your case, that combination makes your complaint hard to dismiss. Document every report carefully, particularly the date of first written notification, and quote the 2024-25 statutory finding when escalating. If Ealing Council has ignored you, here's how to claim.
How to complain about Ealing Council
If Ealing Council has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.
- 1
Complain in writing. Send Ealing Council a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.
- 2
Ask for a stage 2 review. If you are not happy with the reply, ask Ealing Council in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.
- 3
Escalate to the Housing Ombudsman. If Ealing Council still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints. The Ombudsman has already named Ealing Council in its 2024-25 review for upholding tenants' complaints, so you would not be the first.
- 4
If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and Ealing Council has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with Ealing Council for you, and there is no cost to start.
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- We read your case. Real person, not a bot. Inside 1 working hour during opening times.
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Ealing Council: Housing Ombudsman record 2024-25
The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named Ealing Council for upholding tenants' complaints of maladministration over repairs and conditions.
Source: independent statutory complaints review 2024-25. housing-ombudsman.org.uk · published 23 September 2025. See all 2024-25 records.
A real Ealing Council case decided by an independent ruling
This is a published independent statutory ruling, not our own client. It shows the compensation Ealing Council was ordered to pay a tenant, and the kind of failing we help you act on.
Ealing Council by the numbers
- •Around 10,500 council-owned homes across Ealing, Acton, Southall, Hanwell wards.
- •Named in the 2024-25 statutory complaints review for upholding complaints of maladministration.
- •Among the worst-performing London boroughs in the 2024-25 published review.
What you can do today
- 1.Submit a stage-1 complaint at ealing.gov.uk/info/200077/contact_the_council.
- 2.Phone repairs on 020 8825 6000 and request an Awaab's Law investigation within 10 working days (24 hours if it's an emergency).
- 3.After 8 weeks of no proper response, you may have a claim, call us free on 0800 030 4669.
Why work with us
Four things we commit to on every case. No fabricated stats.
No win, no fee
If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.
Nothing to pay up front
You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.
Honest advice
We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.
Common issues with Ealing Council
Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.
Damp and mould
Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Leaks and flooding
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Broken heating and hot water
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Sample complaint email to Ealing Council
Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law Dear Ealing Council, I am writing to formally complain about disrepair at my home at [your address]. The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts]. I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed. LEGAL POSITION: Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair. Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation. Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation. This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code. If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation. Yours faithfully, [Your name] [Your address] [Your phone] [Your email]
Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.
Frequently asked questions about Ealing Council
How do I complain about Ealing Council?
What can I do if Ealing Council have ignored my repairs?
How long does Ealing Council have to fix my repair?
How do I report damp and mould to Ealing Council?
Can I claim compensation from Ealing Council?
What if Ealing Council have inspected but done nothing?
How do I escalate a complaint about Ealing Council?
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By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.