If you have spoken to the service your problem relates to and are unhappy with their response then we can investigate further for you.
There are two stages to our complaints procedure. It’s important to give us as much information as possible when you complete the above form. This could include dates, reference numbers and copies of letters.
Stage 1
We will write to you within five working days with the name of the officer who will be dealing with your complaint. The officer will be a senior member of staff from the service area the complaint is about.
The officer will write to you and send either a full answer or a progress report within 10 working days (25 working days for Planning Services).
Stage 2
If you are not happy after our investigation at Stage 1 you can ask for the Group Head of the service area to look at your complaint. You will have 28 days from the date of the stage 1 response to request a review.
The Group Head will conduct a further investigation of all documents and correspondence, and will arrange to visit if the complaint is about something that needs to be seen. We will send a full response or a progress report, if we need more time, within 25 working days.
Next steps
In our Stage 2 response we will tell you what you can do if you are still not happy. The response will let you know whether you will need to go to the Local Government Ombudsman or the Housing Ombudsman Service.