Make a complaint about a Medway Council service

Stage 2 gives you the opportunity to have your complaint reviewed again if you’re not satisfied with our stage 1 response. This will be carried out by someone who was not involved in your stage 1 complaint.

When you get your stage 1 response, we'll explain how to escalate your complaint to stage 2 if you're still unhappy.

How to make a stage 2 complaint

You can use our online form to make a stage 2 complaint.

To complete the form, you'll need to tell us:

• your stage 1 complaint reference number
• your last name
• why you're not happy with your stage 1 complaint response and any supporting evidence
• what resolution you would like from your stage 2 complaint
• how you would like us to contact you.

Make a stage 2 complaint online

What happens next

Our Customer Relations Team will acknowledge your stage 2 complaint within 5 working days of receiving it. They will work with the service area to investigate and resolve your complaint.

We may need to phone you to discuss your complaint during our investigation.

We aim to provide you with a written response within 20 working days from the date we acknowledge your complaint. If we're unable to provide you with a response within this time, we'll let you know the reason for the delay and give you a date when we expect to reply.

What to do if you’re still not satisfied

We hope that our complaints process will help to sort out quickly and successfully any problems you may have with the way our services are provided. However, if you’re still not satisfied with the way we handle your complaint, or the conclusions we reach, you can take your complaint to the Local Government Ombudsman.

The Local Government Ombudsman is a free independent national service which investigates complaints against councils. You can complain to the Ombudsman at any time but they'll expect you to have tried to resolve matters through our complaints process first.

Make a complaint to the Local Government Ombudsman.

Medway Council tenants

If you're a tenant of Medway Council and are not satisfied with the outcome of your complaint, you can raise the matter with the Housing Ombudsman Service.

You'll be expected to have completed stage 1 and 2 of our complaints process first.

Make a complaint to the Housing Ombudsman Service.

View:

• Medway Council housing complaints policy
• Medway Council's Housing Ombudsman complaints handlers code self-assessment
• Housing Revenue Account (HRA) - annual complaint report for 2024 to 2025.