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How to complain about Enfield Council, and what to do if they ignore you

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Enfield Council manages around 11,000 homes directly across the borough. The stock includes large estates at Edmonton Green, Ladderswood, and Alma, plus significant 1960s tower-block holdings. The council has been running a long-term retrofit programme but disrepair complaints have continued to rise year on year.

A British housing-association apartment block

Enfield's 1960s tower blocks have a documented history of cold-bridging at concrete frame joints, which produces persistent corner mould in flats above the ground floor. If your mould pattern follows the building's structural grid rather than the bathroom or kitchen layout, it is structural cold-bridging, not condensation. The landlord cannot charge you for it. If Enfield Council has ignored you, here's how to claim.

How to complain about Enfield Council

If Enfield 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. 1

    Complain in writing. Send Enfield 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. 2

    Ask for a stage 2 review. If you are not happy with the reply, ask Enfield 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. 3

    Escalate to the Housing Ombudsman. If Enfield 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 Enfield Council in its 2024-25 review for upholding tenants' complaints, so you would not be the first.

  4. 4

    If a repair is still not fixed, get free advice. If Enfield Council has ignored disrepair such as damp, mould, a leak or broken heating, call us free.

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11,000
homes managed
24hr
Awaab's Law emergency repair deadline
10 days
to investigate a serious hazard
6 years
you have to make a claim

Enfield Council: Housing Ombudsman record 2024-25

The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named Enfield 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.

Enfield Council by the numbers

  • •Around 11,000 council-owned homes across Enfield wards.
  • •Significant 1960s tower-block holdings with documented cold-bridging issues.
  • •Long-term retrofit programme covering Edmonton Green, Ladderswood, Alma.

What you can do today

  1. 1.Log a stage-1 complaint at enfield.gov.uk/services/your-council/contact-us.
  2. 2.Phone repairs on 020 8379 1000 and request an Awaab's Law investigation within 10 working days (24 hours if it's an emergency).
  3. 3.After 8 weeks of no proper response, you may have a claim, call us free on 0800 030 4669.

Why work with us

Three things we commit to on every case. No fabricated stats.

Clear costs

No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.

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You are dealing with a regulated, authorised firm, not a cold-caller.

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 Enfield 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 Enfield Council

Copy this, fill in the bracketed details, and send. It cites Section 11, the Fitness Act and Awaab's Law.

See the full sample email
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law

Dear Enfield 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 Enfield Council

How do I complain about Enfield Council?
Complain to Enfield Council in writing first, 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. If you are not happy with the reply, ask in writing for a stage 2 review. If they still do not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman for free.
What can I do if Enfield Council have ignored my repairs?
Put the complaint in writing again and keep a copy, because the legal deadlines run from when Enfield Council were told about the problem. Under Awaab's Law a significant hazard must be investigated within 10 working days, and an emergency hazard within 24 hours. If nothing happens, follow Enfield Council's complaints process and keep a record of every stage. We check whether you may have a claim. If you do, we refer you to an SRA-regulated panel solicitor who gives legal advice and runs the case.
How long does Enfield Council have to fix my repair?
Awaab's Law (added to the Landlord and Tenant Act 1985, in force from 27 October 2025) gives Enfield Council fixed deadlines. An emergency hazard must be investigated and made safe within 24 hours, and if the home cannot be made safe in that time they must offer somewhere else to stay. A significant hazard, such as damp or mould, must be investigated within 10 working days, and the relevant safety work completed within 5 working days of the investigation ending. They must also send you a written summary of what they found within 3 working days of the investigation.
How do I report damp and mould to Enfield Council?
Report it to Enfield Council in writing if you can, by email, their online portal, or by phone with a reference number, and keep a copy. Describe the damp or mould, when it started, and any effect on your health. Reporting in writing matters because the Awaab's Law deadlines only start once you have told Enfield Council about the hazard. If they do not act within those deadlines, speak to us.
Can I claim compensation from Enfield Council?
Yes, if you've reported a hazard and Enfield Council have ignored it past the Awaab's Law deadlines, you may be able to claim compensation. How much depends on how long it went on, how serious it was, and any effect on your health, so we cannot promise a figure. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.
What if Enfield Council have inspected but done nothing?
An inspection alone doesn't satisfy Awaab's Law. The repair deadline keeps running. Keep records of every inspection date, the surveyor's name, and what they said. This pattern strengthens any future claim significantly.
How do I escalate a complaint about Enfield Council?
Stage 1: formal complaint to Enfield Council (10 working days for response). Stage 2: written escalation if dissatisfied (20 working days). If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim, speak to us and we will tell you honestly.

Related

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, not a promise; every case is different.

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