- Giving feedback
- Our Two-Stage Complaints Procedure
- Consent and Data Protection
- Time limit for making complaints
- Complaint handling code self-assessment
Complaints, comments, or compliments all help us to improve the way we do things, you can tell us about a complaint, provide positive and constructive feedback or make a comment using our online form - this will immediately log your feedback onto our system. You will receive confirmation and a unique reference number and password which will enable you to track the progress of your feedback online. Alternatively, you can call our Customer Services Team on 01908 691691.
Please do not worry that if you make a complaint, we will treat you unfavourably because of it, this will not happen. You have the right to tell us if something is wrong and we need to know. We want to resolve complaints as soon as possible and seek early resolution alongside our contractor Mears within 5 working days, however if we are unable to resolve your dissatisfaction, there is a two stage complaints process we follow.
Stage 1 - In most cases problems can be sorted out quickly and satisfactory at stage 1, the Asset Management and Investment Team will look into your complaint and what you think ought to be done to put things right. You will receive contact from them within 5 working days and we aim to provide a full response within 10 to 20 working days. More complex cases may require more time.
Stage 2 - If you are unhappy with the outcome of your complaint you can request that the matter be reinvestigated at stage 2 of our complaints process. To request a further investigation please contact the Customer Feedback Team within 20 working days of receiving your response, setting out your reasons for dissatisfaction with the outcome at stage 1. This information will then be reviewed, taking into consideration what has been investigated at stage 1 and your reasons for why this has not fulfilled your expectations. If it is deemed that the council’s response will stay the same, we may confirm a final decision at stage 1, however if we agree that a further investigation is required then the matter will be escalated to stage 2.
Further escalation - If you remain dissatisfied with the Council's response following the 2 stages, you can contact the Housing Ombudsman.
For more information visit the Housing Ombudsman Service website.
Housing Ombudsman Service
Harbour Exchange Square
London E14 9GE
Telephone: 0300 111 3000
Anyone can make a complaint on your behalf if you are unable to do so. They will need signed authorisation from you. Please be assured that all complaints, comments, and compliments will be dealt with in confidence.
We will not normally consider a complaint that is made more than twelve months after the individual first became aware of the issue they want to complain about.
Last Updated: 29 September 2021