Your Home. Your Voice. Your Community.
Your Housing Engagement & Customer Relations Team
We work with tenants and leaseholders to improve housing services and strengthen communities. Your views help shape the future of the local services you receive.
Meet the team:
- Becky Hennessey, Senior Leasehold & Customer Relations Officer
- Alex Sheridan, Housing Customer Relations Officer
- Robyn O’Toole, Housing Engagement Officer
- Lisa Joyce, Housing Engagement Officer
For more information and to get involved, contact us by:
E: ResidentEngagement@castlepoint.gov.uk
T: 07484051048 (Robyn O’Toole) 07484052866 (Lisa Joyce)
Join our Tenant Engagement Framework
Complaints
The Council’s complaints process has two simple stages. A complaint is any expression of dissatisfaction about delays, lack of service, incorrect information, how a policy was applied, failure to meet legal duties, or staff behaviour. Once you make a formal complaint, it is logged and acknowledged, and the Council aims to respond within 10 working days (with a possible 10‑day extension for complex cases). If you are unhappy with the Stage 1 response, you can request Stage 2, which is reviewed by a senior officer and answered within 20 working days. Any related new issues can be added, while unrelated ones become new complaints. If you still remain dissatisfied after Stage 2, you can take the matter to the Ombudsman.
Make a complaint: customercare@castlepoint.gov.uk or call 01268 882200
Make a complaint online