Housing complaints procedure

How residents living in council-owned properties can make a complaint about our housing services.

Contents

How to appeal our decision about your housing complaint

You can appeal our decision about your housing complaint. This is Stage 2 of the housing complaints procedure. 

During this stage, we will do the following:

  • acknowledge your complaint within 5 working days
  • investigate and respond to your complaint within 20 working days
  • communicate any target date extensions if our investigations remain in progress. We aim for delays to be a maximum of 20 additional working days, although on some occasions this may be extended

Our response 

We will issue our stage 2 response when it is finished. This may mean that some of our actions are outstanding and require further updates to be sent to you.

During stage 2, a different manager will be allocated to investigate your complaint and how we responded at the end of stage 1 response, including the council staff involved.

The stage 2 response is our final response and will end our housing complaints procedure.