How to complain about Greenwich Council, and what to do if they ignore you
The Royal Borough of Greenwich manages around 21,000 council homes directly across the borough. Greenwich's stock is concentrated in Woolwich, Plumstead and Eltham wards, with a mix of 1900s terraces, post-war estates and 1990s housing-action-trust rebuilds.
Several of Greenwich's larger estates were transferred to housing-action-trust management in the 1990s and back to the council in stages. If your home was originally built or refurbished by a former housing-action-trust, the construction documentation may be incomplete, keep your own records of repair history. If Greenwich Council has ignored you, here's how to claim.
How to complain about Greenwich Council
If Greenwich 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 Greenwich 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 Greenwich 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 Greenwich 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 Greenwich 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 Greenwich Council has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with Greenwich 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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- If we proceed, your case goes to one of our SRA-regulated panel solicitors on no-win-no-fee terms. The fee only comes out of your compensation if you win, never out of your own pocket.
Greenwich Council: Housing Ombudsman record 2024-25
The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named Greenwich 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 Greenwich Council case decided by an independent ruling
This is a published independent statutory ruling, not our own client. It shows the compensation Greenwich Council was ordered to pay a tenant, and the kind of failing we help you act on.
Greenwich Council by the numbers
- •Around 21,000 council-owned homes across Woolwich, Plumstead, Eltham and Charlton wards.
- •Mix of pre-1939 terraces, post-war estates and 1990s housing-action-trust rebuilds.
What you can do today
- 1.Submit a stage-1 complaint at royalgreenwich.gov.uk/info/200237/complaints_and_compliments.
- 2.Phone repairs on 0800 952 0119, request a written Awaab's Law inspection appointment.
- 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 Greenwich 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 Greenwich 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 Greenwich 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 Greenwich Council
How do I complain about Greenwich Council?
What can I do if Greenwich Council have ignored my repairs?
How long does Greenwich Council have to fix my repair?
How do I report damp and mould to Greenwich Council?
Can I claim compensation from Greenwich Council?
What if Greenwich Council have inspected but done nothing?
How do I escalate a complaint about Greenwich 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.