Yes, if you complain to your landlord about how your previous complaint was handled, you should expect a response explaining the rationale behind the decision made on your appeal. The council emphasizes that any complaint about the service, including handling of complaints, will follow a two-stage complaints procedure aimed at resolution.
Here's a brief outline of the complaint handling process:
| Stage | Response Time Frame |
|---|---|
| Stage 1 | Initial response within 5 working days; full response within 10-20 working days, depending on complexity |
| Stage 2 | Review request response typically within 20 working days after a Stage 1 decision |
If you feel unhappy with the outcomes, you can escalate your complaint to the Local Government and Social Care Ombudsman for further review. You can start the complaint process using the online complaint form.
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