Complaints Procedure

Your complaint (or appeal) would normally only be covered under only one of our various appeal and complaints procedures, (unless it is a complaint we would not deal with at all).

The Council (including Homes for Haringey) has a three-stage procedure for dealing with general complaints:

Local Resolution (stage 1)

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
• reply in writing to you within 10 working days

If we need more time to investigate your complaint, we will let you know and give you a time limit for our response.

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Service Investigation (stage 2)

If you are unhappy with our stage 1 reply, you are entitled to have your complaint considered by a senior manager in the relevant service. You should contact the directorate’s complaints officer to explain why you are unhappy with the Stage 1 response. When we receive your complaint, we will:

• write to you within 2 working days to let you know who is dealing with your complaint
• make sure that your complaint is investigated by a manager who has not been involved with your complaint before
• reply in writing to you within 25 working days

If we need more time to investigate your complaint, we will let you know and give you a time limit for our response.

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Independent Review (stage 3)

If you are unhappy with the stage 2 reply, the Feedback and Information Team (FIT) may conduct an investigation. FIT is independent of the service departments and Homes for Haringey and its investigation would be impartial and on behalf of the Chief Executive. FIT will:

• write to you within 2 working days to let you know who will deal with the complaint
• reply in writing to you within 20 working days

If they need more time to investigate your complaint, they will let you know and give you a new date for their response.

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