Complaints procedure

The stages after you have complained to us.

  1. How your complaint will be handled

    When you raise an issue, we’ll check to see if we can handle it as a complaint or if there is a different process which may resolve the problem sooner.

  2. What happens if you aren’t satisfied with the response

    If you are not satisfied with the response you receive at Stage 1, you can ask for your complaint to be escalated to Stage 2.

  3. What happens if you still feel your complaint has not been resolved

    If you still feel that we have not fully resolved your complaint at Stage 2, you can ask either The Local Government and Social Care Ombudsman (LGSCO) or, if the complaint relates to tenant/landlord functions, the Housing Ombudsman Service (HOS), to investigate your complaint.