Complain, it’s easy

Published: 28 May, 2010

• BY law, councils have duties and responsibilities to carry out certain repairs. They must keep in repair the structure and outside of their residential properties (including drains, gutters and external repairs).

They must also keep in repair and proper working order the installations for the supply of water, gas and electricity, and for sanitation (including basins, sinks, baths and sanitary conveniences); and keep in repair and proper working order the installations for heating and for heating water.
How does one complain? In many cases, the Local Government Ombudsman can accept complaints about requests for a repair.

Some of the issues  might be: a delay in dealing with a request for a repair; missed appointments; failure to solve the problem by doing the repair; or poor quality work.

One should normally complain to the council first, and complainants are expected to   complete all stages of a complaints procedure before the ombudsman can become involved.

Then, if the outcome is unsatisfactory, or the council is taking too long looking into the matter – 12 weeks is a reasonable period – one can complain to the ombudsman, the time limit for such complaints being within 12 months of realising that the council has done something wrong.
An online complaint can be completed at www.lgo.org.uk/
making-a-complaint, or complaints can be emailed to advice@lgo.org.uk
JIM REDMOND
Mornington Crescent
NW1