To escalate your complaint to stage two with the council, simply express your dissatisfaction with the response you received at stage one. You don't need to provide specific reasons, but sharing why you're unhappy can be helpful. Here’s what to expect at stage two:
| Step | Details |
|---|---|
| Acknowledgment of Complaint | Your complaint will be acknowledged, reopened, and recorded within 5 working days. |
| Investigation Timeframe | A full written response will be provided within 20 working days from acknowledgment. |
| Extension Timeframe | If more time is needed, the council will explain why and provide a new timeframe, which will not exceed 20 additional working days without good reason. |
| Final Decision | The decision letter will be the final response, including details on how to escalate further to the Housing Ombudsman Service (HOS) if necessary. |
Make sure to follow up if you haven't heard back within the stated timeframes. For more information and to initiate the process, you can visit the council’s complaints page: escalate your complaint.