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Escalating a complaint

Escalating a complaint from stage one to stage two

You can escalate a complaint from stage one to stage two if one of the following situations applies:

  • More than ten working days have passed since you made your complaint and we haven't responded
  • You're not happy with our reply to your initial complaint and we sent this reply within the last 25 working days

Escalate a complaint

Escalating a complaint from stage two to stage three

You can escalate a complaint from stage two to stage three if both the following situations apply:

  • You're complaint is about council housing and, specifically, the council's function as a landlord. This includes complaints about:
    • rent and service charges
    • leasehold services
    • tenancy matters
    • property condition, replairs and improvements
    • tenant behaviour (for example, anti-social behaviour)
    • estate management services
    • complaint handling

And:

  • You're not happy with reply to our stage two complaint and we sent this reply within the last 25 working days

If you are not happy with our response to a stage two complaint which was about a subject other than council housing, the next stage is to take it to The Local Government and Social Care Ombudsman. You can read more about this in our customer feedback and complaints handling policy (PDF).

Escalate a complaint

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