Council housing handbook

Complaints, feedback and procedures

Chapter 10: Complaints, feedback and procedures

In this section:

Making a complaint

If we're not delivering our housing services to you properly, you have the right to complain. We will do our best to put things right and prevent them happening again.

You can now, at any stage of your complaint, refer to the Housing Ombudsman for advice with your complaint.

Stage one

You initially make a complaint to the council. The best way to do this is via the tenants council housing and service complaints webpage.

The complaint will initially be handled by a senior member of the Housing team and you will usually receive a response withing ten working days.

Stage two

If you are not happy with the response you receive, you can escalate your complaint to the service area manager for Housing. They will investigate and respond within 20 working days.

Taking a complaint further

If you are not satisfied with our response to your Stage 2 complaint you can refer your complaint directly to the Housing Ombudsman Service, they may be able to investigate how we dealt with the matter. You can also go directly to the Housing Ombudsman Service at any stage of your complaint for advice and support.

You can contact the Housing Ombudsman in the following ways:

Alternatively, you can write to:

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 OET

Giving feedback

Besides complaints, we want to hear when we've done something well, and get your general feedback about improving our services. See: Complaints, compliments and feedback

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Freedom of Information

The Freedom of Information Act 2000 gives a general right of access to all types of recorded information held by public authorities. It sets out some exemptions from that right, and imposes a number of other obligations on public authorities.

See the webpage: Make a Freedom of Information request

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Your privacy

Our Privacy Notice helps you understand what information we collect, why we collect it, how we use and share it, and how you can update, manage, and delete it. You can read the full notice on our website: Housing services Privacy Notice

See the webpage: Make a Subject Access Request to see your personal information.

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