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, or where applicable within 20 working days of works agreed within this response being completed. Please set 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
PO Box 1484
Unit D
Preston
PR2 0ET
Telephone: 0300 111 3000