If you don’t receive a response within the stated time, you have a couple of options to escalate your complaint. The council encourages you to reach out and express your dissatisfaction or lack of response. Here’s how it typically works:
| Action | Details |
|---|---|
| Stage 1 Acknowledgment | Within 3 working days of your complaint. |
| Stage 1 Response Time | Detailed response within 10 working days (can be extended). |
| Escalating to Stage 2 | Contact the council within 2 months of the Stage 1 response. |
| Stage 2 Response Time | Response within 10 working days, may extend for complex cases. |
If you remain dissatisfied after Stage 1, you can escalate your complaint to Stage 2, where it will be reviewed by a senior officer. This gives you an opportunity for further investigation into your concerns. You can make this request online, by phone, or in person at any council office. For more information on complaints, you can visit the complaints policy and procedure.