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In many cases, your complaint can be quickly resolved by raising any issues through our Customer Service Centre or the department responsible for the service. Any informal complaints received in this way will be resolved within two working days.
If you are not satisfied with the outcome, your complaint will be escalated to stage one of our formal procedure.
We follow a two stage procedure for all formal complaints:
We will do everything we can to resolve your complaint at this stage but if you are dissatisfied with the outcome, you can escalate your case to stage two of the complaints process. To do this, you must explain which part of your original complaint has not been adequately addressed, why you are still dissatisfied and what actions you are seeking to resolve your complaint.
A review is carried out by a senior manager who will assess whether the original complaint has been fairly and thoroughly investigated and consider the reason you are still dissatisfied. The senior manager will contact you within three working days from the date your complaint is referred. We aim to complete stage two reviews within 21 working days unless there are exceptional circumstances, we are relying on third party information and/or a later date is agreed with you.
If you are unhappy with the final decision, you can refer your case to a designated person or the Housing Ombudsman. You can find more information on this in our complaints policy.