Our complaints policy and procedure
We have a 2-stage approach to address complaints in line with both the Housing Ombudsman Service and Local Government and Social Care Ombudsman complaint handling codes.
You can find more details about this and the timescales in the Policy and Procedures for Complaints, Concerns, Comments and Compliments ('The 4Cs Toolkit').
At any stage, if we agree with your complaint, we will do one or more of the following:
- apologise and explain what went wrong
- arrange for you to receive the service you were entitled to receive, as far as possible
- change our process, where relevant, so that the mistake is not repeated
- provide the appropriate and proportionate outcomes based on Ombudsmen guidance and complaint handling codes
Also see
Complaints, Feedback and Compliance Team
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