We have designed our complaints process to be easy and fast for tenants.
For all complaints, we will send you a formal acknowledgement within five (5) working days.
Stage One
In most cases, problems can be sorted out quickly and satisfactorily at Stage 1. The Investigating Officer will look into your complaint and what you think ought to be done to put things right. We will always aim to provide a full response within 10 working days.
Stage Two
If you are unhappy with the outcome of your Stage One complaint, you can request that the matter be reinvestigated at Stage 2 of our process.
To request a further investigation, please contact your Investigating Officer or our Corporate Feedback Team within 20 working days of your response – and if you can, tell us why you are dissatisfied with the outcome at Stage One.
Your feedback will 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.
We aim to complete Stage Two investigations within 10 working days, but complex cases can take an additional 10 working days – we would communicate and agree any time extensions with you.
Escalation to Housing Ombudsman
Following this, if you remain dissatisfied with the Council's response following completion of our two-stage process, you can escalate your complaint to the Housing Ombudsman:
| Website | https://www.housing-ombudsman.org.uk |
| Postal Address | Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET |
| Telephone Number | 0300 111 3000 |