Stage 2 is the second and final part of the procedure. During this stage, we will:
- acknowledge your complaint, at stage 2, within five working days
- investigate and respond to your complaint within 20 working days
- communicate any target date extensions if our investigations remain in progress – we aim for delays to be a maximum of 20 additional working days, although on some occasions this may be extended and you will be advised
Stage 2 complaint: our response
We will issue our stage 2 response when it is finished. This may mean that some of our actions are outstanding and require further updates to be sent to you.
During our stage 2, a different manager will be allocated to investigate your complaint and how we responded at the end of stage 1 response, including the council staff involved.
The stage 2 response is our final response and it will end our Housing Complaints Procedure.