Tenants council housing and service complaints

Escalating a tenants council housing and service complaint

You can escalate a complaint from Stage one to Stage two if one of the following situations applies:

  • More than ten working days have passed since you made your complaint and we haven't responded
  • You are not happy with our reply to your initial complaint and we sent this reply within the last 25 working days

If you are not happy with our response to a Stage two complaint, which is about our duties to you as our tenant from us as a social housing landlord, the next stage is to take it to the Housing Ombudsman.

Escalate a complaint

If you are not happy with our response to a Stage two complaint, or complaints deemed to fall into our general complaints category such as a homelessness or home-bid application, the next stage is to take it to the Local Government and Social Care Ombudsman.

If you are not happy with our response to a Stage two complaint which is about our duties to you as our tenant from us as a social housing landlord, the next stage is to take it to The Housing Ombudsman.

You can read more about this in our customer feedback and complaints handling policy (PDF).

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