What happens if you aren’t satisfied with the response

Requests for review should be made within 28 days from the initial stage 1 response provided.

Within 5 working days we will provide an acknowledgement and the date by which you should receive a formal reply, which should be within 20 working days. If we cannot meet this target you will be provided a progress report.

Part of
Complaints procedure

How your complaint will be handled
When you raise an issue, we’ll check to see if we can handle it as a complaint. We will let you know if there is a different process for dealing with the matter.
What happens if you aren’t satisfied with the response
If you’re not satisfied with the response you received at stage 1, you can ask for your complaint to be escalated.
What happens if you aren’t satisfied with the response at the review stage
If you’re still not satisfied with our response to your complaint, 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. You will usually need to have completed both stages of our complaints process before the Ombudsman can help.

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What happens if you aren’t satisfied with the response

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What happens if you aren’t satisfied with the response

What happens if you aren’t satisfied with the response at the review stage

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