Complaints process explained
It is important to us that your complaint is dealt with quickly and fairly. We investigate complaints to help put matters right for you and to improve our services to residents.
How long will a response take?
The relevant service will carry out an investigation and respond to you in writing. We will be in touch If we need any more information.
You will receive a response within 10 working days from the date the complaint is acknowledged.
Ask for a review if you are not satisfied
In the majority of cases, matters are resolved at this point. However, if you’re not satisfied with our response, you can ask for a review of our decision. This is known as a Stage 2 review.You will need to:
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tell us why you are not satisfied with our response.
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include any new information or evidence that supports your case, or let us know about anything that you feel has not been taken into account in our response.
We will tell you what to do next when we reply to your complaint.
Contact the Ombudsman
If you are still not satisfied after our Stage 2 review and response, you may be able to refer your complaint to the relevant ombudsman.
If you are council tenant and your complaint is about your council housing, you can contact the Housing Ombudsman. The Housing Ombudsman is an independent body that investigates complaints about social housing landlords.
For other council services, you may be able to contact the Local Government and Social Care Ombudsman. This is an independent body which investigates complaints about councils.
We will explain which ombudsman you can contact, and how to do this, when we send your complaint about our Stage 2 response.
