How we deal with your complaint: Corporate Complaints Procedure

How to make a complaint is explained on the Complaints and Compliments page of this website.

This page explains how we deal with complaints through the council's corporate complaints procedure. It has two stages:

Service investigation

When we receive your complaint, we will try to sort out the problem straight away. If we can't:

• we will write to you within 2 working days to let you know who is dealing with your complaint
• a senior manager will reply to you in writing within 15 working days

If we need more time we will let you know and give you a new date for our response.

Independent review

If you are not happy with the response you received, please contact the Feedback and Information Governance Team (FIG) to explain why. FIG is independent of the service departments and Homes for Haringey and their investigations are impartial and on behalf of the Chief Executive. FIG will try to resolve the matter, but may investigate further, in which case they will:

• write to you within two working days to let you know who is dealing with your complaint
• reply  to you in writing within 25 working days
• usually offer you escalation to the Local Government Ombudsman

If they need more time they will let you know and give you a new date for their response.

The council also carries out Independent Reviews of complaints to Homes for Haringey (external link)

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