What Happens After I Submit a Complaint or Report?

After you submit a complaint or report to Havering, here's what you can expect to happen:

1. Your complaint will first be received by a triage team that determines the appropriate route for handling it.
2. You will generally receive an acknowledgment within five working days.
3. The council aims to provide a full written response within ten working days, though more complex complaints may take up to an additional ten days.

If you're not satisfied with the initial response, you can escalate your complaint to a second stage for further review. Here’s a breakdown of the stages:

If further escalation is needed, you can refer the complaint to the Local Government and Social Care Ombudsman. For more details, you can check out the complaints procedure here. It's always a good idea to keep records of all your communications during this process.