Housing complaints procedure
How residents in social housing can make a complaint about council services.
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.