We take all complaints very seriously. When a complaint is received, we will work to get to the bottom of it as quickly as possible, with the aim of offering a resolution that you can be happy with. If your complaint is not upheld for any reason, we will write to you explaining why.
For more information about how we deal with complaints, please read our complaints policy which is linked at the bottom of this page.
There are some complaints that we are not able to resolve under our complaints policy, for example, if your complaint concerns a service provided by a third party organisation, if your complaint is covered by a separate policy, or if your complaint has already been dealt with in another way, such as by the courts or the ombudsman. If we are not able to deal with your complaint, we will advise you about what you can do next.
How we deal with complaints
When we receive a complaint
When we receive a complaint, if the problem is something we can put right straight away, we will. If not, we will refer your complaint to the manager responsible for the service you’re unhappy with. They will investigate your complaint and respond to you direct.
Putting things right
We will always acknowledge if we’ve made a mistake. We will then do what we can to put it right. This might include:
- carrying out uncompleted work
- reviewing a previous decision
- reviewing our procedures and how we work
- providing a full explanation
- considering financial compensation
If we're not able to sort the problem straight away, we’ll acknowledge your complaint within five working days. We will refer your complaint to the manager responsible for the service you’re unhappy with. Wherever possible, they will contact you to discuss your complaint and will provide a full response to you within ten working days. If their investigation is going to take longer, we’ll let you know when you can expect a full reply.
If you're not happy with our response at Stage 1, you should tell us straight away. This may be because you feel we haven’t addressed the issue properly or because you’ve got new information that you believe might influence our original decision. At Stage 2, you’ll need to tell us why you’re not satisfied with our decision at Stage 1. The relevant manager will then review the previous decision and respond to your complaint within 20 working days. If it’s going to take longer, they will let you know when you can expect a full reply.
If you're still not satisfied with our response at Stage 2, there are other options available to you. More information is available below.
You can ask the Housing or Local Government and Social Care Ombudsman to consider your complaint, dependent on what it is about. We can advise you on how to progress your complaint and which ombudsman service to contact.