Complaints handling process - summary
Service request
If you have a request for a service or a problem please get in touch and we will seek to resolve as soon as possible. If any specialist services are required we will ensure that you, the resident, is kept up to date with progress. Service requests can be made via Customer Services on 01429 266522 or by email to: customerservice@hartlepool.gov.uk
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Stage 1
If you are dissatisfied with how we have dealt with your service request you can then raise a complaint. This can be done via letter, email, over the phone or in person. Your complaint will be acknowledged, defined and logged within 5 working days of receipt. A full response will be issued within 10 working days of the complaint being acknowledged.
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Stage 2
If all or part of your complaint is not resolved to your satisfaction then you can request for it to be progressed to Stage 2 – a final response. A request for Stage 2 will be acknowledged, defined and logged within 5 working days of receipt. We will issue a final response within 20 working days of the escalation being acknowledged.
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Housing Ombudsman
If you are still unhappy with the outcome you have the right to ask the Housing Ombudsman to review your complaint. The Housing Ombudsman is an independent body set by law to review housing complaints.