To escalate a complaint to the Ombudsman, residents must first complete the internal complaints process. Specifically, they should submit a request to escalate their complaint to Stage 2 within 4 weeks of receiving the Stage 1 response.
Additionally, complaints related to housing must typically be made within 12 months of the issue arising or of the resident being made aware of the issue. Here's a quick overview of the key time limits:
| Complaint Stage | Time Limit |
|---|---|
| Escalate to Stage 2 | Within 4 weeks of receiving Stage 1 response |
| General complaints | Within 12 months of the issue or awareness |
It's important to keep these time frames in mind to ensure your complaint is handled properly! For more details, you can check the Housing Complaints Policy.