Complaints procedure

We aim to resolve complaints as soon as we can .We are committed to using the information we receive from complaints to improve services and undertake regular reviews of this information. Where applicable we will resolve the issue informally by raising a request for service or discussing with the service area involved .You will receive a response within 10 working days advising of the action taken.

We use the following Ombudsman definitions to decide if a complaint has been made:

Local Government Ombudsman

'A complaint may be defined as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.'

Housing Ombudsman

'A complaint is an expression of dissatisfaction, however made, about the standard of service actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.'

If the complaint is to follow the formal complaints process then the following will apply;

Stage 1 - A manager will respond to your complaint within 10 working days.

Stage 2 - If you are not satisfied with our stage 1 response the director for the service area will review the matter and contact you within 20 working days with a view to resolving your complaint.

If you are still dissatisfied

If you've been through all stages of our complaints procedure and remain dissatisfied, you can refer your complaint to the relevant Ombudsman. The Ombudsman expects you to have given us a chance to deal with your complaint, before you contact them. The contact details for the Local Government and Social Care Ombudsman are:

Local Government  and Social Care Ombudsman

• Online complaint form: https://complaints.lgo.org.uk/complaint-form/
• Postal complaint form to download: https://www.lgo.org.uk/assets/attach/6047/Complaint-form-October-23.pdf
• Phone: 0300 061 0614
• Postal address: Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH

If your complaint relates to housing management, repairs, leaseholders or transfers / mutual exchange, and you remain dissatisfied with this response you can go direct to the Housing Ombudsman Service and they may be able to investigate how we dealt with the matter. The contact details for the Housing Ombudsman Service are:

Housing Ombudsman Service

• Online complaint form: http://www.housing-ombudsman.org.uk/residents/make-a-complaint/
• Phone: 0300 111 3000
• Email: info@housing-ombudsman.org.uk
• Postal address: The Housing Ombudsman Service, PO Box1484, Unit D, Preston, PR2 0ET

You can ask a designated person i.e. a local councillor, MP or designated tenant panel to mediate on your behalf and, if considered necessary, refer the complaint to the Housing Ombudsman. Alternatively, you can wait a period of 8 weeks after the complaints process has been exhausted and then refer the complaint direct to the Housing Ombudsman.

As part of the Housing Ombudsman's complaint handling code launched in 2020, all social housing landlords have been required to publish a self-assessment on how they meet this new code.

The Housing Ombudsman’s Complaint Handling Code (PDF, 257 KB)

The Complaint Handling Code acts as a guide for residents, setting out what they can expect from their landlord when they complain. It also provides residents with information about how to make a complaint and how to progress it through the landlord's internal complaints procedure.  

The self-assessment below demonstrates how the Council's Housing Service has met the Complaint Handling Code.

Housing Ombudsman Complaint Handling Code: High Peak Borough Council Self-assessment form (PDF, 236 KB)
Housing Customer Feedback Report (PDF, 406 KB)
Housing Customer Feedback report , Response from Executive Councillor for Housing (PDF, 87 KB)

Complaints procedure

Complaints, Compliments & Comments Procedure (PDF, 166 KB)

Complain about a Councillor

To complain about a councillor please visit our councillors page where you can find out more information on how to do this.