If the council does not respond within the initial 5 working days after receiving your complaint, they are required to inform you about the delay. This will include an explanation of why more time is needed and how long you can expect to wait for a response. Extensions can only be for a maximum of 10 additional working days without a valid reason.
Key Timeline for Complaints:
| Stage | Timeframe |
|---|---|
| Acknowledge complaint | Within 5 working days |
| Full written response (Stage 1) | Within 10 working days after acknowledgment |
| Possible extension for response | Up to 10 additional working days (with explanation) |
| Acknowledge escalation (Stage 2) | Within 5 working days |
| Final response (Stage 2) | Within 20 working days after acknowledgment |
If you don't receive a timely response or if you're dissatisfied with their handling of your complaint, you can escalate the issue to the Housing Ombudsman Service for further review. For more details, you can check the council's complaints process online.