Cookies information

We use cookies to make the site simpler. Find out more about the cookies we use.

Comments, compliments and complaints

Show all parts of this guide

2. The complaints process

We're sorry if you have a complaint, We'll do our best to deal with it as quickly as possible through our corporate complaints process.

Stage 1

Your complaint will go to the relevant department. We aim to investigate and respond to you within 20 working days.

You will receive an immediate acknowledgement to your comment or complaint, if you have not heard from us or have further information relevant to your complaint please get in touch giving your complaints reference number.

Stage 2

If you are not satisfied with the outcome of our Stage 1 review, you can elevate your complaint to Stage 2 for further investigation, and a final response. Please use the comments and complaints form and include your Stage 1 reference number. We aim to respond within 20 working days.


Should you wish to continue to pursue the matter after Stage 2, you will be advised to refer your complaint directly to the Local Government Ombudsman or if the matter is related to Housing management, to the Housing Ombudsman.