Timeframe for responses

Formal Complaint (Stage 1):

We are committed to deliver a 10-working day response time for a full investigation from the date of receipt. A further 10-working days may be negotiated with you if we need more time to investigate your complaint.


Internal Review (Stage 2):

If you do not agree with our Stage 1 findings then you can ask for your complaint to be reviewed by an Executive Director. They will examine the actions and decisions taken to ensure that they were thorough, reasonable and fair. You will receive a response within 20-working days. If we need an extension, then this will be done in discussion with you.

In some circumstances there may be a reason why we decide not to escalate your complaint to stage 2. For example, if you are waiting for a repair and the appointment to carry it out is imminent.

Please remember, you can contact the Housing Ombudsman Service for advice and guidance, even if you are not sure about whether you want to make a complaint.

Case closure

We will monitor the time taken between receiving your complaint and providing you with our response. If there are follow on actions in response to your complaint, e.g. repairs, we will monitor these actions until they are completed.