Complaints policy and procedure

14.1    The Ombudsman can support our customers in the following ways:
14.1.1 Investigate complaints that have completed our complaints process and the issue has not been resolved.
14.2    Help if we haven’t responded to a complaint or followed our own policy or the Ombudsman’s Complaint Handling Codes..
14.3    The contact details of the relevant Ombudsman’s service are shown below.

Local Government & Social Care Ombudsman
PO Box 4771 Coventry CV4 0EH
Telephone: 0300 061 0614
Local Government Ombudsman's website at www.lgo.org.uk

14.4    If you are a council tenant or leaseholder with a housing specific complaint:

Housing Ombudsman Service
PO Box 1484 Unit D Preston PR2 0ET
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Housing Ombudsman Service website at www.housing-ombudsman.org.uk.

14.5    Where a customer takes a case to the Ombudsman, we will work with the Ombudsman to seek swift resolution of the complaint ensuring adherence to any requests for information and within the timeframes required.
14.6    Where information requested is either not available or cannot be achieved within the prescribed timeframe, we will provide a detailed explanation as to the reasons why.