How we deal with your complaint

Stage One - Investigation and response

1. The quickest way to make a complaint is by using our online complaints form.
2. Once we receive your complaint, we have five working days to decide if the request is a complaint and to assign it to an officer. 
3. We will let you know once we assign an officer and respond within 10 working days.
4. Before responding, we will call you within five working days of the investigation to discuss your complaint.
5. When we respond, we will tell you:

• what we have found
• explain any changes we make
• apologise if we have got it wrong and try to put this right.

Stage Two - Internal review

1. If you are unhappy with our response, you can escalate your complaint to Stage 2 of the process. You can do this by replying to the Stage One response.
2. We have five working days to assign the case to a senior officer from a different department to review.
3. Once we assign an officer we will provide a response within 20 working days. If need more time to respond we will contact you.

Ombudsman 

If you are still unhappy with our response after Stage Two of the process, you can choose to contact the relevant Ombudsman. 

• The Housing Ombudsman for complaints relating to our duty as a social landlord.
• The Local Government Ombudsman for complaints about all our other services.