We aim to provide a response to first stage complaints within 10 working days and to stage 2 complaints within 15 working days.
The member of staff receiving or responding to a complaint will check that they understand the issues being raised to enable them to investigate and propose a suitable solution. If we need to contact the complainant for more information to do this we will do so promptly.
We will keep the complainant updated if we are unable to respond fully to their complaint within our normal timescales and require additional time in order to provide a full response. Where this is the case we will:
- Partially respond to any points we can within the original timeframe
- Give a new timeframe where they can expect a full response to any remaining points
- Clearly explain where this is a full response but where follow up action/information is also going to be provided – with timeframes
Once we have investigated a complaint, we will notify the complainant of the outcome. Where the complainant does not agree with the decision or the action we have taken,
they may decide to proceed to the next stage.
Where a complaint has been through the stages of our complaints process and the complainant remains dissatisfied they have a right to refer their complaint to the Housing Ombudsman who is responsible for investigating the handling of social housing complaints. This may be through a ‘designated person’ within eight weeks of the final decision or directly by the resident after eight weeks. A ‘designated person’ is an MP, local Councillor or a tenants’ panel and they have the power to refer your complaint to the Housing Ombudsman, with your written permission.
- If the complainant wishes to approach the designated person, they can send a letter to: Designated Person, London Borough of Lewisham, Lewisham Town Hall, Rushey Green, London, SE6 4RU
or email email@example.com
- The Housing Ombudsman: housing-ombudsman.org.uk
Where the same issue is raised through multiple routes we may link the complaints/enquiries and combine the investigation and response. If this is the case this will always be communicated clearly and done with regard to data protection legislation.