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Complaints policy and procedure
Complaints policy and procedure
In this section
Scope
Introduction
Aims and objectives
What is a complaint?
Anonymous complaints
What is the time limit for making complaints?
How complaints can be made?
News articles and social media comments
Who can make a complaint?
Our complaints process
Stage 1 complaints (investigation)
Stage 2 complaints (further investigation and review)
Resolving complaints
Working with other agencies
The Ombudsman
Complaints spanning more than one service area
Receiving the same complaint from a customer and an MP, Councillor, or other agencies
Meeting our customer's needs
Responding to unacceptable behaviour
Creating a positive complaints culture
Performance reporting and self-assessment
Review
Getting in touch with us
Appendix A - Housing Ombudsman Complaint Handling Code Self Assessment
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Appendix B - Annual Complaints Report
Appendix B - Annual Complaints Report
View our annual complaints reports
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Appendix A - Housing Ombudsman Complaint Handling Code Self Assessment
