A step-by-step resident guide

How to Make a Complaint to Ealing Council

Register, submit and track a formal online complaint

mysouthall.uk

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Before you start

You need a My Account

A free My Account is required to submit and track your complaint online.

Already have one? Skip straight to Step 2.

Step 1 of 3

Create a My Account

  1. Go to the sign-in portal: ealing.gov.uk/signin
  2. Click the black “Sign in or create account” link
  3. Under the sign-in box, click the blue “Register here” link

Step 1 of 3

Complete the registration form

  1. Enter your email, click Verify Email, then enter the code from your inbox
  2. Create and confirm a secure password (make a note of it)
  3. Enter your first and last name, and select “Personal”
  4. Tick the Privacy Policy and Terms and Conditions boxes, then click Create account
TIPKeep your login details safe. You need your email and password every time you check the status of your complaint.

Important

Don’t use the main complaints form for:

  • Missed bin collections
  • Faulty street lights
  • Council housing repairs
  • Bulky item collections
  • Parking tickets / PCNs
  • Abandoned vehicles
  • SEND appeals & school places
  • Councillor & Data Protection issues
NOTEThese have separate reporting routes on the council website.

Step 2 of 3

Access the complaint form

  1. Visit the council’s main complaints page on ealing.gov.uk
  2. Scroll to the bottom and click the green “Start form” button
  3. Log in with the email and password from Step 1
  4. You’re sent back to the introduction page. Scroll down and click “Start form” again

Step 3 of 3

Complete and submit the form

Summary

A clear account of what happened and how it affected you.

Details

Specific dates, times and locations.

Resolution

What you would like the council to do to put things right.

IMPORTANTAlways keep a record of your reference number after clicking Submit.

Recommended

Upload supporting documents

TIPSupporting evidence helps speed up the investigation.

After you submit

What happens next?

STAGE ONE

Initial investigation

Acknowledged automatically within 5 working days. The council aims to issue a full written response within 10 working days.

STAGE TWO

Senior management review

If you’re not satisfied with Stage One, you can request a review. A final executive review is provided within 20 working days.

TRACKINGTrack your case in My Account under Preferences > Notifications.

Need more help?

Council switchboard: 020 8825 5000

More local links and guides: mysouthall.uk

MySouthall is a community resource and is not affiliated with Ealing Council.