Make a complaint

We want to provide a good service to everyone but things can go wrong. If this happens we want to know about it so that we can put it right and learn from our mistakes.

Our complaints policy

We have a slightly different process for dealing with complaints about housing management issues compared to the rest of the council, although in both cases there is a simple two-stage process.

For the complaints procedure for children's social care, see our page Make a complaint about children's social care.

The stages in making a complaint are:

Local Resolution:

A formal complaint which will include a written response. At this stage your complaint will be investigated by the service you have complained about. We think they are in the best position to resolve your complaint.

If your complaint is about a Housing Management issue you will be contacted within 24 hours of making your complaint. The officer that contacts you will agree an approach to try to resolve your complaint informally. If you do not agree an approach or you still want to make a formal complaint, your complaint will be dealt with by the appropriate area housing office.

We will acknowledge your complaint in two working days and aim to send a full response within 20 working days.

Sometimes it may take longer to provide a response. If this is the case we will tell you the reason why there is a delay and when you can expect a full response.

Final Review

If you do not think that your complaint has been resolved after the first stage, you have the right to have it reviewed. This second stage is called Final Review and the investigation is independent of the service you have complained about.

We will acknowledge your complaint in 2 working days and aim to send a full response within 25 working days.

Sometimes it may take longer to provide a response. If this is the case we will tell you the reason why there is a delay and when you can expect a full response.

Details of how to escalate your complaint will be included at the end of the Local Resolution response.

Please note that some issues are outside the remit of the complaints procedure. This could be where an alternative process, such as a statutory appeals process, exists. For more information please see the ‘Exceptions to the complaints procedure’ section, below. If your complaint is about an issue that is outside the remit of the complaints process we will not be able to deal with it. You will be advised how to take forward your issue.

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