If your caseworker is not responding, the best course of action is to first contact the council's customer service centre. They can help resolve issues and, if necessary, escalate your complaint to the relevant service. If the situation remains unresolved, you can proceed to make a formal complaint.
Here’s how you can handle the complaint process:
| Stage | Description |
|---|---|
| Stage 1 Complaint | - Contact customer service via phone, in person, online, or in writing. |
| - Complaints are acknowledged within 5 working days and fully investigated with a response in 10 working days. | |
| - Further extensions may apply in complex cases. | |
| Stage 2 Appeal | - If not satisfied with the Stage 1 response, you can escalate the complaint to Stage 2. |
You can start the complaint process using the online form. It's a good idea to keep clear records and documentation of your communications.