Table of timescales
| Complaint process | Acknowledgment | Response | Extension allowed |
|---|---|---|---|
| Corporate stage 1 | Within 3 working days of the complaint being received | Within 10 working days of acknowledgment | Up to 10 days |
| Corporate stage 2 | Within 3 working days of the escalation being received | Within 20 working days of acknowledgment | Up to 20 days |
| Housing stage 1 | Within 3 working days of the complaint being received | Within 10 working days of acknowledgment | Up to 10 days |
| Housing stage 2 | Within 3 working days of the escalation being received | Within 20 working days of acknowledgment | Up to 20 days |
| Adult social care | Within 3 working days | Within 20 working days of acknowledgment | Up to 6 months |
| Children’s social care stage 1 | Within 3 working days of the complaint being received | Within 10 working days of receiving the complaint | Up to 10 days |
| Children’s social care stage 2 | Within 3 working days of the escalation being received | No more than 25 days | Up to 40 days |
| Children’s social care stage 3 | Within 2 working days of the escalation being received | Panel meeting within 30 days Panel provide report within 5 working days Council must respond to the panel recommendations in 15 working days |
Not applicable |
| Energy provider stage 1 | Within 3 working days of the complaint being received | Within 8 weeks of the complaint being received | Not applicable |
