Reporting Repair Issues & Making a Complaint

1/ Reporting a Repair Issue

• All repairs should be reported to the council’s maintenance contractor, Mitie, using the details below. 

(The service operates 24 hours a day, and therefore replaces the emergency out of hours service.)

• When reporting a repair issue please request the job reference from the customer service advisor, and make a note of it.

Telephone: freephone 0800 023 4499 (best from landlines) 

0207 205 0400 (from mobiles or landlines)

E-mail: lbhf.housingrepairs@mitie.com

2/ Issue Not Resolved

• If Mitie have failed to resolve your repair issue, for any reason, please contact them again, quoting your job reference.

• Please ask the customer service advisor if a new job reference has been created. If so, make a note of it.

3/ Making a Complaint - Stage One:

• If your repair issue remains unresolved after reporting it on at least two occasions, you may wish to consider making a Stage One complaint by writing to the council’s complaints’ department, using the details below.

• When making a complaint it is important to explain the problem clearly and summarise what action you have taken to resolve it. Please quote all job references in your complaint.

• Residents unable to write a letter or email of complaint may seek assistance from the Citizens Advice Bureau
• Or contact the H&F inTouch team if you need further information to backup your complaint.

For H&F's inTouch Team:
Telephone: 020 8753 2456
Make a Request Online to get further information
E-mail: handfintouch@lbhf.gov.uk

Room 229, Hammersmith Town Hall, King Street, London, W6 9JU.

4/ Stage Two Complaint

• If your repair issue remains unresolved after making a stage one complaint, you may escalate the matter by writing to the council’s complaints’ department, registering a Stage Two complaint.

• A Stage Two complaint shall be investigated by a more senior manager. In most cases this will be the service director.

• Further information on the council’s corporate complaints’ policy can be found on the council’s website (details below). Alternatively, you may request a copy of the complaints’ policy be sent to you by post, using the telephone number below.

Telephone: 020 8753 2456
Web: www.lbhf.gov.uk  and reference the complaints procedure page

5/ Seeking Independent Assistance

• If your repair issue remains unresolved after making a Stage Two complaint, you may wish to consider complaining to the Local Government Ombudsman.

• Information on complaining to the Local Government Ombudsman can be obtained using the details below.

Telephone: 0300 061 0614.

Web: www.lgo.org.uk

Address: The Local Government Ombudsman, 
PO Box 4771, Coventry, CV4 0EH

6/ Other Advice Agencies

• You may also seek assistance from:

- Citizens Advice Bureau: 020 7385 1322.  Web: www.hfcab.org.uk

- Hammersmith and Fulham Community Law Centre: 020 3080 0330 
- Web: www.hflawcentre.org.uk  or  email: hflaw@hflaw.org.uk

- Lytton Estate Residents Association: lyttonresidents@gmail.com