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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.

Stages for the complaints process

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.

Stage 3 - If you remain dissatisfied you can ask the Chief Executive to review the complaint, this is not an in depth further investigation of the complaint itself but more to consider whether the actions taken at stages 1 and 2 were appropriate.

You will receive a full response within 10 working days.

If you are still dissatisfied

If you've been through all three stages of our complaints procedure and remain dissatisfied, you can refer your complaint to the relevant Ombudsman.

Local Government  and Social Care Ombudsman
PO Box 4771
Telephone: 0300 061 0614

If your complaint relates to housing management, repairs, leaseholders or transfers / mutual exchange, you will need to contact the Housing Ombudsman.

Housing Ombudsman Service

Exchange Tower
Harbour Exchange Square
E14 9GE
Telephone: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)

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.

Have your say

If you are dissatisfied with your stage 1 or stage 2 response please let us know

In writing:

High Peak Borough Council
PO Box 136
SK17 1AQ
Telephone: 0345 129 77 77 or 01298 28400