Customer Complaint and Resolution Policy
1. Foreword – Listening, learning and improving our services
Redbridge is one of London’s most diverse and vibrant communities. Every day we work with residents, visitors and businesses to make our borough a better place to live, work and visit. Delivering high quality, accessible and inclusive services is central to that ambition.
The Council is committed to treating everyone who uses our services with respect, fairness and equality. We recognise that when residents raise concerns it can sometimes be about issues that are important, difficult or personal to them. It is therefore essential that people feel confident they will be listened to and treated with empathy and dignity throughout the complaints process.
Complaints are not only about resolving individual concerns. They are also an important opportunity for the Council to listen, learn and improve. By understanding when services have not met expectations, we can identify what needs to change, address the root causes of problems and strengthen the way we deliver services across the organisation.
This policy sets out how we will manage complaints in a way that is clear, fair and transparent. It explains how complaints are received, investigated and resolved, and how learning from complaints contributes to service improvement and organisational accountability.
Our aim is always to resolve concerns as early as possible, so that we can put things right quickly and learn to prevent issues from recurring.
Claire Hamilton
Chief Executive for London Borough of Redbridge
2. Our approach to complaints
The Council strives to deliver high quality services for residents, visitors and businesses. However, we recognise that on occasion things may not work as intended and this can lead to dissatisfaction. When this happens, we want residents to feel confident raising concerns so that we can address the issue, put things right where possible and learn from the experience to improve our services.
This policy has been developed with reference to the requirements and guidance of the Housing Ombudsman Service and the Local Government and Social Care Ombudsman (LGSCO). It reflects the principles set out in the Housing Ombudsman’s Complaint Handling Code and the LGSCO’s guidance on good administrative practice in complaint handling.
Our aims are to:
- Make the complaints process easier to understand
- Clarify what complainants can expect from the Council
- Explain the role of complainants within the complaints process
- Provide a clear framework against which the Council’s performance can be assessed
This policy sets out the Council’s approach to managing complaints, including how complaints are defined, recorded, investigated and resolved, and how oversight of complaint handling is maintained.
This policy reflects our wider ambition to:
- make it easy for customers to contact us and resolve issues first time
- respond with empathy, speed, and accountability
- learn from every interaction to improve services
- build a culture of listening and trust
We follow these principles across all our services:
- Early resolution first – we try to sort things out quickly and will speak with you
- Two stages* only – clear process, fair review
- Proactive updates – we keep you informed by your preferred method (phone, text, email, or letter)
- Accessibility and equality – no barriers to complaining
- Learning and accountability – we act on what we learn to prevent problems
- Monitoring repeat failures – where we receive reports of repeated service failures, we will ensure there are mechanisms to identify patterns and take action to prevent recurrence
*Some Council services are covered by separate statutory complaints processes. These statutory routes take precedence over this corporate two stage process. In particular, Adult Social Care and Public Health, and Children’s Services, operate statutory complaints procedures defined in legislation and national guidance. Where a complaint falls under one of these statutory processes, we will ensure it is routed correctly and handled under the appropriate statutory framework.
3. Why your experience matters
We aim for the experience of making a complaint to be clear, respectful and timely, recognising that complaints may involve issues that are difficult or emotive for those involved. You have the right to be treated with respect, empathy, and fairness, whatever your background or circumstances.
We aim to make the process simple, supportive, and accessible for everyone. If you have communication or access needs, we will make reasonable adjustments, such as providing information in large print or Easy Read, offering interpreters, or using British Sign Language or video relay.
We recognise that higher volumes of complaints may indicate an accessible and trusted complaints process. Complaints are not viewed negatively; they are valued opportunities to improve services.
4. Our promise
The Council applies the ‘5Rs’ framework, widely used in complaint handling and service recovery practice. They describe the framework we apply when responding to complaints.
Recognise – We listen carefully and acknowledge what has happened.
Respond – We act promptly and personally.
Restore – We rebuild trust through honesty and clarity.
Remedy – We put things right where possible.
Reassure – We show that learning has taken place.
5. Definition of a complaint
We use the Housing Ombudsman and Local Government & Social Care Ombudsman definition:
A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council, its staff or those acting on its behalf, affecting a resident or group of residents. Where a service issue is reported for the first time, it will normally be handled as a service request rather than a complaint.
You do not need to use the word “complaint” for your concerns to be treated as one. Any expression of dissatisfaction, however made, will be recognised and handled in line with this policy where it meets the definition above. Whenever a resident expresses dissatisfaction, we will give them the choice to have the matter treated as a formal complaint under this policy.
We also accept complaints from authorised representatives acting on your behalf. Complaints submitted by authorised representatives will be handled in line with this policy and treated in the same way as complaints made directly by residents.
A service request (for example, asking us to provide a service, report a repair, or give information) is not a complaint. However, if you are unhappy with how we handled your service request, that becomes a complaint and will be handled under this policy. We will not prevent, stall or delay action required to resolve any immediate service issues simply because a complaint has been made.
A report of a single service failure (for example, a missed bin collection or a streetlight outage) will normally be treated as a service request, not a complaint. If the same issue has been reported previously and has not been resolved, or there is a repeated failure, we may treat it as a complaint under this policy.
Expressions of dissatisfaction submitted through customer satisfaction surveys are not automatically treated as complaints. Themes from survey feedback will be analysed alongside complaints to identify learning and service improvement opportunities. However, wherever appropriate, we will inform residents how they can pursue a complaint under this policy if they wish to do so.
Who can make a complaint
A complaint may be made by:
- a person who is affected by our services (for example, a resident, service user, visitor or customer)
- an organisation that has been impacted by our services
- an individual or organisation acting on behalf of someone (written consent is normally required)
- a Councillor or a Member of Parliament (MP) on behalf of their constituent
Accessibility and consent
You can make a complaint in writing, verbally, or in any format that suits you.
If you choose to put the details of your complaint in writing, this can help ensure we fully understand your concerns. However, you are not required to submit your complaint in writing.
If you do not feel comfortable making a complaint yourself, or require support, you can:
- appoint an advocate to act on your behalf
- ask your local Councillor to act on your behalf
- ask a friend, carer or family member to help you
- ask an organisation such as Citizens Advice to assist you
We will make reasonable adjustments where required under the Equality Act 2010. This may include accepting complaints verbally, providing information in accessible formats, using interpreters or communication support, or adapting our processes to meet individual needs.
Residents may be represented or accompanied at any meeting with the Council relating to their complaint.
Where a Councillor is acting on behalf of a constituent, we will usually treat this as implied consent for the information reasonably necessary to pursue the complaint. We will require written consent from any other third party representative unless there is a lawful basis to proceed without it.
When we may not consider a complaint under this policy
Each complaint will be considered on its individual merits. We will not apply exclusions on a blanket basis.
We may decide not to consider a complaint where:
- The issue occurred more than 12 months ago and there are no good reason for considering it outside this timeframe.
- We will accept complaints referred to us within 12 months of the issue occurring or the resident becoming aware of the issue, unless excluded on other grounds.
- The matter is subject to ongoing legal proceedings. Legal proceedings are defined as details of the claim (including the Claim Form and Particulars of Claim) having been filed at court.
- The issue has already been fully considered under this complaints procedure.
- Complaints will be managed in line with the Council’s Unacceptable Customer Behaviour Policy and where such behaviour persists the Council may decide to close the complaint.
Submitting an insurance claim does not, by itself, mean we will stop considering a complaint. We will only exclude matters where legal proceedings have commenced as defined above, or where the Council is formally adjudicating an insurance claim through its internal insurance process.
In addition, there are certain types of issues and complaints that fall outside this policy. This list is a general guide and is not exhaustive. These include matters such as:
- a request for a service (e.g. a report of a single service failure), or issues that can be resolved informally
- objections about a provision for which there is an alternative statutory process, e.g. appeals, reviews, tribunals or other prescribed routes
- a complaint where the complainant or the Council has started legal proceedings in respect of the matter being complained about
- a complaint that has already been decided by a court or independent tribunal
- a statutory complaint about Adult Social Care, Public Health or Children’s Services (which follow separate statutory processes)
- allegations of fraud or corruption (which will be dealt with through the Council’s Anti Fraud and/or Whistleblowing procedures, as appropriate)
- a complaint about a Councillor (which will be considered under the Council’s arrangements for Councillor complaints overseen by the Monitoring Officer)
- a complaint about a personnel matter, including appointments, terms and conditions of employment, grievance or disciplinary issues
- a complaint about a Council policy where there is no discretion to change the policy
- insurance claims (where the matter is being determined through the Council’s formal insurance claims route)
- a complaint that has been previously investigated, responded to and concluded
If we decide not to accept a complaint, we will:
- explain clearly the reasons for our decision
- confirm any alternative routes available
- advise you of your right to refer that decision to the relevant Ombudsman Service
6. How to complain
You can make a complaint in any way that suits you. Complaints can be submitted through a range of channels, including:
- by phone
- online through our website
- by email or letter
- in person at designated Council offices
- through our WhatsApp channel or social media
Complaints raised via social media will be redirected to the Council’s formal complaints process to ensure they are properly recorded and managed.
Further details for submitting a complaint through each of these channels are provided at section 20 of this policy.
Staff at customer access points and Council locations will be supported and trained to recognise, receive and appropriately record complaints and compliments.
Complaints may be made to any Council officer. All staff are trained to recognise expressions of dissatisfaction and are responsible for ensuring complaints are passed promptly to the appropriate service area for logging and handling under this policy.
We will always confirm what you tell us and check we have understood your concerns correctly.
If you need support, we can help you find an advocate or representative. We welcome complaints in community languages and in accessible formats.
This policy is also available in accessible formats on request, including large print, Easy Read, audio and translated versions. We promote this policy through our website, customer contact points, community networks and staff briefings.
7. How we’ll handle your complaint
Once we receive your complaint, we will acknowledge it and manage it in line with the two-stage complaints process set out below. Our aim is to resolve issues as quickly and fairly as possible.
While every complaint will be investigated thoroughly, the outcome may not always align with the outcome sought by the complainant. Where staff matters arise, information shared will be limited to what is permitted under data protection legislation.
If you remain dissatisfied with the outcome of your complaint, the time taken to resolve it, or how it has been handled, you have the right to refer the matter to the relevant Ombudsman service. Details of how to do this will also be included in our final response and are provided at section 20 of this policy.
We will seek to identify any vulnerability at the earliest stage of the complaint. Where identified, this will inform how the complaint is handled, including communication, support and, where appropriate, prioritisation and actions to minimise risk.
Early resolution
Our priority is to resolve your complaint as quickly as possible.
Direct engagement with complainants is an essential part of effective complaint handling and will be used for early resolution and to improve the quality of responses.
We will make contact with complainants by telephone to ensure concerns are fully understood, expectations are clear and issues are resolved at the earliest opportunity.
If we can resolve your complaint immediately, we will confirm the outcome in writing.
If we cannot resolve it immediately, your complaint will enter the formal two stage process below.
Where an issue can be resolved quickly, we aim to do so within five working days wherever possible.
Complaints process timescales
| Stage | Description | Response Time |
| Acknowledgement | Complaint received and acknowledged, with confirmation of next steps and timescales | Within 5 working days of receipt |
| Stage 1 | Investigation and response by the relevant service area | Within 10 working days of acknowledgement |
| Stage 2 | Independent corporate review where the complainant remains dissatisfied | Within 20 working days of acknowledging the escalation request |
If we need more time due to the complexity of the complaint, we may extend the response timeframe.
- Stage 1 responses may be extended by up to an additional 10 working days
- Stage 2 responses may be extended by up to an additional 20 working days
Where an extension is required, we will:
- explain clearly the reason for the delay
- confirm the revised target response date
- agree appropriate update intervals with you
- provide contact details for the relevant Ombudsman Service should you remain dissatisfied with the delay
Stage 1 – investigation and response
At the start of the investigation, we will contact customers by telephone to discuss your complaint and confirm our understanding of the issues raised and the outcome you are seeking. This helps ensure that the investigation focuses on the matters that are most important to you.
Stage 1 complaints are investigated and responded to by the relevant service area. All Stage 1 responses must be signed off by the relevant Head of Service or a more senior officer.
At each stage of the complaints process, complaint handlers will:
- deal with complaints on their merits
- act independently and with an open mind
- give the complainant a fair opportunity to set out their position
- ensure investigations will be conducted fairly for both complainants and staff involved
- take measures to address any actual or perceived conflict of interest
- consider all relevant information and evidence carefully
We will acknowledge your complaint within five working days of receiving it.
Our acknowledgement will confirm:
- our understanding of your complaint (“the complaint definition”)
- the outcomes you are seeking
- the issues we will investigate
- which parts of the issues raised fall within the Council’s responsibility
- where something is outside our remit, we will explain this clearly
- the target date for our response
If any aspect of your complaint is unclear, we will contact you to clarify before we finalise the complaint definition.
Where additional complaint issues are raised during the investigation, these will be incorporated into the Stage 1 response if they are related and the Stage 1 response has not yet been issued. If the Stage 1 response has already been issued, the new issues are unrelated, or investigating them would unreasonably delay the response, they will be logged as a new complaint.
We will provide a full Stage 1 response within 10 working days of the date we acknowledge your complaint.
If we need more time due to the complexity of the complaint, we may extend the response by up to an additional 10 working days.
Where an extension is required, we will:
- explain clearly the reason for the delay
- confirm the revised target response date
- agree appropriate update intervals with you
- provide contact details for the relevant Ombudsman Service should you remain dissatisfied with the delay
We will provide our response once our findings are complete, even if some agreed actions are still being implemented.
Where actions remain outstanding, we will:
- clearly identify them
- confirm expected completion dates
- continue to update you until they are completed
At the end of Stage 1, we will send a written response explaining:
- the complaint stage
- the complaint definition
- what we investigated
- the reasons for our decisions, referencing relevant policy, law and good practice where appropriate
- whether each part of your complaint is upheld, partly upheld, or not upheld
- any apology or remedy (with clear timelines)
- what actions we will take to prevent recurrence
- how to escalate to Stage 2 if you remain dissatisfied
Stage 2 – independent review
If you remain dissatisfied with the Stage 1 response, you have the right to request a Stage 2 review. You do not need to provide a reason for escalating your complaint.
In line with Ombudsman guidance and the Complaint Handling Code, complainants are entitled to escalate their complaint if they remain dissatisfied with the outcome, handling or response provided.
The Council will progress a complaint to Stage 2 where a complainant remains dissatisfied with the Stage 1 response, unless a valid exclusion applies under the section “When we may not consider a complaint under this policy.”
Requests to escalate to Stage 2 should normally be made within 30 working days of the Stage 1 response; late requests may be considered on a case-by-case basis where there is good reason.
Stage 2 reviews are conducted by the Customer Experience Complaints, Insight and Learning Council team to ensure independence, consistency, and fairness. The review will be carried out by a senior officer who has had no previous involvement in the complaint and is independent of the service area involved.
A Stage 2 review is not a re-investigation of the complaint. It is an independent review of the Stage 1 investigation and outcome, to ensure that all relevant issues were fully considered, the evidence was appropriately assessed, and the decision reached was fair, reasonable and consistent with the Council’s policies and procedures.
Where new and relevant information or evidence is provided, this will be considered as part of the Stage 2 review. Where this review identifies that further investigation is required, additional enquiries may be undertaken to ensure a fair and complete outcome.
We will make contact with you by telephone to understand your reasons for dissatisfaction and ensure that the Stage 2 review focuses on the issues that are important to you.
We will acknowledge your Stage 2 request within five working days.
The acknowledgement will confirm:
- our understanding of the complaint, Stage 1 investigation and outcome
- the redress you are seeking
- the issues that will be reviewed
- which matters fall within the Council’s responsibility
- the target response date
We will issue our final Stage 2 response within 20 working days of the date we acknowledge your escalation request.
If the complaint is complex, we may extend the Stage 2 response by up to an additional 20 working days.
Where an extension is required, we will:
- explain clearly the reason for the delay
- confirm the revised target date
- agree update arrangements
- provide details of the relevant Ombudsman Service
Stage 2 is the Council’s final response.
At the completion of Stage 2, we will confirm in writing in clear, plain language:
- the complaint stage
- the complaint definition
- the decision on the complaint
- the reasons for our decisions, referencing relevant policy, law and good practice where appropriate
- details of any remedy offered
- details of any outstanding actions
- details of how to escalate the matter to the relevant Ombudsman if you remain dissatisfied
8. Children’s Services and Education – complaints routes
8.1 Children’s Services - Statutory Complaints Process
Some complaints about Children’s Services follow a separate statutory process under the Children Act 1989 and the “Getting the Best from Complaints” guidance.
These complaints follow a three stage statutory procedure:
Stage 1: Local Resolution
Stage 2: Independent Investigation
Stage 3: Review Panel
These complaints are managed by the Customer Service Delivery Team.
Where a complaint relates to Children’s Services, we will ensure it is routed to the correct statutory process. This policy does not replace or override the statutory Children’s Complaints Procedure.
Further information on the Children’s Services complaints process can be found on the Council’s website:
https://www.redbridge.gov.uk/children-and-families/complaints-and-compliments/
8.2 Schools and Colleges - Separate Complaints Processes
Complaints about schools or colleges are not normally considered under this corporate complaints policy. Schools and colleges have their own complaints processes.
If your complaint is about:
- a school’s actions or decisions;
- a member of staff employed by a school;
- the delivery of education within a school or college setting
You should raise your complaint directly with the school or college, usually by:
- first contacting the Headteacher or Principal; and then
- if unresolved, escalating to the Chair of the Governing Body (or equivalent governance body)
We will signpost you to the correct route and contact details where appropriate.
If your complaint is about something the Council is directly responsible for (for example, certain local authority education functions), we will advise whether it can be considered under this policy or whether an alternative statutory route applies.
Further information about school complaints can be found on the Council’s website:
https://www.redbridge.gov.uk/schools/complaints-about-schools/
9. Adult Social Care and Public Health - Statutory Complaints Process
Some complaints about Adult Social Care and Public Health are handled under a separate statutory process. This process is set out in the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and associated guidance.
This statutory process normally involves a single stage of investigation called “Local Resolution,” led by a manager within Adult Social Care or Public Health. We aim to resolve concerns early and provide a written response, normally within 20 working days.
After the statutory process has been completed, if a resident remains dissatisfied, they may escalate their concerns directly to the Local Government & Social Care Ombudsman (LGSCO). There is no Stage 2 corporate review for Adult Social Care or Public Health complaints.
Where a complaint concerns Adult Social Care or Public Health, we will ensure it is directed to the correct statutory process and supported in line with this policy’s principles of fairness, accessibility, early resolution and learning.
Further information can be found on the Council’s website:
https://www.redbridge.gov.uk/adult-social-care/complaints/
10. Keeping you informed
We’ll agree with you how you’d like us to stay in touch (phone, email, text, or letter) and how often you want updates.
You’ll receive at least one update midway through the investigation and another if timelines change.
You’ll always have a named contact who knows your case and can answer questions.
11. Learning and improvement
Complaints provide an important source of organisational learning and improvement. Where complaints are upheld, remedies may include an apology, service correction, explanation, procedural change, or financial remedy in line with Council guidance.
Learning from complaints is a corporate responsibility. We record learning actions arising from complaints and ensure that themes and systemic issues are shared across departments so that services can improve.
The Council is developing a Learning Council framework to embed structured cross-directorate learning from:
- complaints
- Ombudsman findings
- Member enquiries
- Freedom of Information requests and Subject Access Requests
- wider customer feedback
Together, these sources provide valuable organisational intelligence, helping the Council identify recurring issues, understand root causes and address service risks.
Learning from complaints is the responsibility of all services across the Council. Staff and managers are expected to use complaint insights to improve services, address recurring issues and contribute to organisational learning.
The Customer Experience team will apply organisational intelligence to identify patterns, themes and opportunities for service improvement. Where systemic issues are identified, this organisational intelligence will be shared with relevant directorates and used to inform improvement activity led through the Council’s Modernisation Team.
Progress on improvement actions will be monitored through the Council’s governance and performance management arrangements and reported quarterly through the corporate performance reporting framework, ensuring that senior leadership and Members have oversight of complaint trends, service improvements and organisational learning.
This approach ensures that learning from complaints contributes to continuous service improvement and better outcomes for residents.
12. Customer feedback on the complaints experience
We want every person who makes a complaint to feel listened to, respected and treated fairly, regardless of the outcome.
After a complaint is closed, we will invite customers to tell us about their experience of how we handled it, not just whether they were satisfied with the decision.
We will ask simple questions about:
- how easy it was to make a complaint
- whether we kept them informed
- whether our response was clear and respectful
Customers can share feedback online, by email, over the phone, or in writing.
Results are reviewed quarterly by Council Executive Leadership Team and shared with the Member Responsible for Complaints (MRC) and Overview and Scrutiny. Themes and actions are published in the annual Learning from Complaints Report.
13. Accessibility, fairness and equality
We are committed to fairness, inclusion, and equality in every interaction.
We will:
- meet our duties under the Equality Act 2010 and Public Sector Equality Duty (PSED)
- make reasonable adjustments for people with disabilities or barriers
- ensure accessible communication for all communities
- monitor trends by council ward, demographic and protected characteristic to identify and address inequalities
Complaints are welcome in any format or language, and we will provide translation or interpretation support when needed.
We will keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments will be kept under active review.
14. Governance and accountability
The Chief Executive and Executive Directors are responsible for ensuring this policy is implemented across all services.
Senior Lead Officer
The Head of Customer Service Delivery is the Council’s Senior Lead Officer accountable for complaint handling in accordance with the Housing Ombudsman Complaint Handling Code and the Local Government and Social Care Complaint Handling Code .
The Senior Lead Officer is responsible for:
- overseeing complaint handling arrangements across all services
- ensuring compliance with the Housing Ombudsman Complaint Handling Code and the LGSCO Complaint Handling Code .
- liaising directly with the Housing Ombudsman and LGSCO
- identifying systemic issues, trends or serious risks arising from complaints
- ensuring learning from complaints results in service improvement
Complaints Team function
The Customer Experience Complaints, Insight and Learning Council Team acts as the Council’s designated complaints officer function and is part of the Customer Experience Service. This function:
- maintains the corporate complaints case management system
- ensures complaints are logged, monitored and reported consistently
- has access to staff at all levels to facilitate prompt resolution
- has authority to require information necessary to investigate complaints
- has autonomy to recommend remedies and service improvements
- ensures appropriate records are maintained in line with the Code
Complaint handling is recognised as a core corporate function. All relevant staff receive appropriate training in complaint handling standards, customer care and learning council principles.
Culture and Capability Development
To strengthen complaint handling culture and professional standards, the Council is introducing a specialist organisational behaviour change programme.
This programme reinforces:
- ownership and accountability
- empathetic communication
- clear expectation setting
- professional standards in complaint handling
This includes building staff confidence and capability to engage directly with residents, including through proactive telephone contact as part of complaint handling.
The training programme is being rolled out council wide to support a positive complaints culture aligned with the principles of fairness, transparency and learning.
Member Responsible for Complaints (MRC)
The Cabinet Member for Resources and Transformation acts as the Member Responsible for Complaints (MRC) in accordance with the Housing Ombudsman Complaint Handling Code and the LGSCO Complaint Handling Code .
The MRC provides visible leadership for complaint handling and supports a positive complaints culture.
The MRC receives regular information to provide oversight and challenge.
Overview & Scrutiny Committee
For the purposes of the Housing Ombudsman Complaint Handling Code and the LGSCO Complaint Handling Code, the Council’s Overview & Scrutiny Committee acts as the governing body equivalent for complaint handling scrutiny and challenge.
The Overview & Scrutiny Committee will:
- receive and scrutinise the Annual Learning from Complaints Report
- review complaint handling performance and trends
- review learning and systemic improvements arising from complaints
- challenge performance where necessary
- monitor compliance with any Ombudsman findings or orders
As a minimum, the MRC and Overview & Scrutiny Committee will receive:
- regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance
- regular reviews of issues and trends arising from complaint handling
- updates on Ombudsman investigations and progress made in complying with any orders, including severe maladministration findings
- the Annual Learning from Complaints Report
Complaint Handling objectives
The Council will maintain a standard complaint handling objective for all relevant employees and third parties, reflecting the need to work collaboratively, take collective responsibility for shortfalls identified through complaints, and act within professional standards. This reflects the need to:
- adopt a collaborative and co-operative approach to resolving complaints
- take collective responsibility for service shortfalls identified through complaints
- act within professional standards when engaging with complaints
15. Complaints performance and service improvement monitoring
Each year the Council will produce an Annual Learning from Complaints Report.
This report will include:
- the annual self assessment against the Housing Ombudsman Complaint Handling Code
- qualitative and quantitative analysis of complaint handling performance
a summary of complaints refused and the reasons for refusal - details of any findings of non compliance with the Code by the both the Housing Ombudsman and LGSCO.
- updates on compliance with any the Housing Ombudsman and the LGSCO orders, including severe maladministration findings
- service improvements made as a result of learning from complaints
- proposed service changes responding to demand failure
- any relevant Housing Ombudsman and LGSCO reports or publications
The Annual Learning from Complaints Report will:
- be presented to the Executive Leadership Team
- be reviewed by the Member Responsible for Complaints
- be scrutinised by the Overview & Scrutiny Committee
- be published on the Council’s website alongside the Overview and Scrutiny formal response
Where gaps are identified through self assessment, an action plan with clear timescales will be published and monitored until compliance is achieved.
The Council will also:
- carry out a self assessment following a significant restructure, merger and/or change in procedures
- review and update the self assessment following an Ombudsman investigation where required
- if unable to comply with the Code due to exceptional circumstances (for example a cyber incident), inform the Ombudsman, provide information to residents who may be affected, publish this information, and provide a clear timescale for returning to compliance
In addition to the Annual Learning from Complaints Report, from Quarter 1 of 2026/27 the Council will provide a quarterly Complaints and Ombudsman Performance Report to the Overview & Scrutiny Committee to strengthen governance oversight.
The Council monitors complaint handling performance through a set of key performance indicators (KPIs), including targets for the timeliness of complaint responses, currently:
- 90% of Stage 1 complaints responded to within target timescales
- 95% of Stage 2 complaints responded to within target timescales
Performance against these indicators is monitored through the Council’s corporate performance reporting framework and reported to senior leadership and Members. Complaint themes and Ombudsman outcomes will also be reviewed through the Learning Council framework, supporting organisational learning and service improvement.
16. Putting things right – remedies and redress
The objective of redress is to rectify any mistakes or problems at the earliest opportunity. We will acknowledge faults when they occur and take responsibility for putting things right and avoiding a reoccurrence.
Following an investigation into a complaint, where we recognise that the service did not meet the required standards, we may:
- apologise where appropriate
- rectify the mistake or problem within an agreed timeframe
- make a decision that should have been made earlier
- review and improve practice, policy or procedure
- offer financial recompense where appropriate
Compensation will be considered in line with relevant Council policies where appropriate.
Complaints may be remedied at any stage of the complaints process without the need for escalation.
17. Managing unreasonable complainant behaviour
We aim to deal with complaints in an open, fair and proportionate way. However, where behaviour is unreasonable or unacceptable, this will be managed in line with the Council’s Unacceptable Customer Behaviour Policy.
Any restrictions will be proportionate, justified, and subject to regular review.
18. Confidentiality, disclosure and record keeping
We handle complaints in accordance with the Data Protection Act 2018 and UK GDPR. Complaints are managed in accordance with the Council’s information governance and data protection policies.
Complaints information is stored securely and retained for 6 years following closure, or 10 years where legal action has occurred.
A full record will be kept of each complaint and the outcomes at each stage. This will include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports, inspections or surveys.
19. Escalation to the Ombudsman
If you remain dissatisfied with the outcome of your complaint, the time taken to resolve it, or how your complaint has been handled, you have the right to refer the matter to the relevant Ombudsman service. Our final response will explain how to do this.
You can also find further information from the following organisations:
Housing Ombudsman Service
www.housing-ombudsman.org.uk
Local Government and Social Care Ombudsman
www.lgo.org.uk
Equality and Human Rights Commission
www.equalityhumanrights.com
Information Commissioner’s Office (ICO)
https://www.ico.org.uk
20. Contact us
Complaints can be submitted using any of the following contact channels.
Telephone: 020 8554 5000
Email: customer.service@redbridge.gov.uk
WhatsApp: Residents can also contact the Council through the Redbridge WhatsApp channel.
Social media
Facebook – www.facebook.com/redbridgecouncil
X (formerly Twitter) – www.x.com/redbridgelive
While residents may raise concerns through social media, complaints will be redirected to the Council’s formal complaints process (for example via the online complaints form) to ensure they are properly recorded, managed and responded to.
In person
Complaints can be raised at designated Council offices including:
- Lynton House
255–259 High Road
Ilford
Essex
IG1 1NN - Ilford Town Hall
128–142 High Road
Ilford
Essex
IG1 1DD - The Orchard Housing Office
Orchard Estate
Ilford
Essex
Please check the Council website for current opening times before visiting.
If you have a query about this policy or the Council’s complaints process, you can contact the Head of Customer Service Delivery using any of the channels listed above.
