Feedback and complaints

• 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
• we aim to respond to this stage within an average of 15 working days (10 working days for complaints against housing services), however in some cases, it may take longer
• a senior officer from the service you are complaining about or an appointee will oversee an investigation, which will focus on resolving the issue(s) you have raised
• we’ll contact you to inform you of the outcome of the investigation and the action taken to resolve your complaint
• if your complaint covers more than one issue there may be a need to handle them as separate complaints. If we do need to do this, you will be kept fully informed.

Option 1: get it sorted

• in some cases it may be possible to resolve your complaint without the need for a full investigation. Where possible, we will offer this option and aim to get the problem fixed more quickly
• we will try to find a way to solve the problem within 5 working days of the logging of the complaint, keeping you updated, usually by telephone
• we will seek to agree a solution with you and do our best to ensure the problem is put right
• if you still feel that we have not addressed the problems raised, you may then request that it be reconsidered more formally as a complaint under ‘investigate it’

Option 2: investigate it

• this option is for complaints that need a thorough investigation and a more detailed response. The investigation will usually take up to an average of 10 working days
• where a complaint is complex and likely to take longer than 10 working days, we will inform you of the need for an extension as soon as we can, usually within 5 working days of logging the complaint
• we will discuss the problem with you to understand what solution you are looking for. An appropriate officer from the service area will investigate the complaint fully
• the service will reply to your complaint in writing within 10 working days or the amended timeframe we previously discussed with you

Housing service annual self-assessment – the Housing Ombudsman’s Code of Practice

View our annual self-assessment showing our performance against the Housing Ombudsman’s Code of Practice (google doc)

If you’re not satisfied with the response you received at stage 1, you can ask for your complaint to be escalated. At this stage the complaint is investigated by a team independent of the service you complained about who form part of the Chief Executive’s Office, or an appointee. We aim to respond at this stage within an average of 20 working days.

On occasion, and in communication with you, we may pass a stage 2 request back to stage 1. This happens if the investigation or resolution of the complaint has not been enough to allow an investigation at stage 2. If you are not happy with that approach, we will action a stage 2.

If you’re still not satisfied with our response to your complaint, you can ask the 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.

Local Government Ombudsman
PO Box 4771
Coventry CV4 OEH
Tel: 0300 061 0614 (8.30am-5pm, Mon-Fri)
Fax: 024 7682 0001

Housing Ombudsman Service
81 Aldwych
London WC2B 4HN
Tel: 0300 111 3000
Email: info@housing-ombudsman.org.uk