How to complain about Hillingdon Council, and what to do if they ignore you
Hillingdon Council manages around 10,200 homes directly across the west London borough, including stock in Uxbridge, Hayes, Yiewsley, and the Heathrow villages. The council's housing service has historically performed close to the London average on tenant-satisfaction measures.
Hillingdon's proximity to Heathrow means some of its older estates are within noise-insulation zones, and ventilation upgrades have been retrofitted in stages. Where retrofitting was done without addressing existing damp at low levels, the new insulation has sometimes accelerated condensation problems. If your damp started after a council insulation upgrade, that is a structural-cause-and-effect issue, not a ventilation behaviour issue. If Hillingdon Council has ignored you, here's how to claim.
How to complain about Hillingdon Council
If Hillingdon 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 Hillingdon 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 Hillingdon 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 Hillingdon 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 Hillingdon 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 Hillingdon Council has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with Hillingdon Council for you, and there is no cost to start.
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Hillingdon Council: Housing Ombudsman record 2024-25
The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named Hillingdon 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.
Hillingdon Council by the numbers
- •Around 10,200 council-owned homes across Hillingdon wards.
- •Stock proximity to Heathrow noise-insulation zones.
- •Phased ventilation-retrofit programme has interacted with pre-existing damp on some estates.
What you can do today
- 1.Submit a stage-1 complaint at hillingdon.gov.uk/article/2103/Complaints-and-feedback.
- 2.Phone repairs on 0800 783 1119 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 Hillingdon 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 Hillingdon 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 Hillingdon 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 Hillingdon Council
How do I complain about Hillingdon Council?
What can I do if Hillingdon Council have ignored my repairs?
How long does Hillingdon Council have to fix my repair?
How do I report damp and mould to Hillingdon Council?
Can I claim compensation from Hillingdon Council?
What if Hillingdon Council have inspected but done nothing?
How do I escalate a complaint about Hillingdon 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.