Yes, you can escalate your complaint if you're not satisfied with the initial response. Havering has a clearly defined complaints procedure that allows you to escalate your case through different stages.
Here's a breakdown of the process:
| Stage | Description | Timeframe |
|---|---|---|
| Stage 1 | Initial complaint handled and response given. | Response within 10 working days (may extend for complex cases) |
| Stage 2 | Independent investigation for unresolved complaints. | Takes between 25 to 65 working days from agreement on the statement of complaint. |
| Stage 3 | Review panel for those still dissatisfied with Stage 2. | Held within 30 working days of your request. Decision provided within 15 working days after the review. |
If you still feel unhappy after Stage 2, you can ask for a review at Stage 3. After exhausting all stages of the council's complaint process, you may also reach out to the Local Government and Social Care Ombudsman for further assistance.
For more details about the complaint process, you can visit the Havering complaints page.