Complaint Handling Code timescales calculator
Enter a date to see the latest dates under the Code. Your own policy may set shorter timescales.
Stage 1
Stage 2
How we count
We count working days from the day after the date you enter. Weekends and bank holidays in England are not counted.
This calculator is a guide, not legal advice.
How the Complaint Handling Code timescales work
The Code has two stages, each with a deadline for acknowledging the complaint and a deadline for responding. The response clock starts when you acknowledge the complaint, not when you receive it, so acknowledging promptly gives you the most time to investigate.
Working days are Monday to Friday. This calculator skips weekends and bank holidays in England, and counts from the day after the date you enter.
Extensions
If a complaint is complex, you can extend the response deadline by up to 10 working days at stage 1 and up to 20 at stage 2, unless there's a good reason for longer. Tell the resident why, give them the new date, and include the Housing Ombudsman's contact details.
A worked example over Christmas
A complaint received on Friday 18 December 2026 must be acknowledged by Tuesday 29 December 2026, because 25 December, 28 December and the weekend don't count. If you acknowledge it that day, the stage 1 response is due by Wednesday 13 January 2027, and the latest date with an extension is Wednesday 27 January 2027.
Questions
Does the stage 1 clock start when we receive the complaint?
The 5 working days to acknowledge start then. The 10 working days to respond start when you acknowledge it. If you acknowledge on the last allowed day, your stage 1 response is due 15 working days after you received the complaint.
Can our policy set shorter timescales?
Yes. The Code sets the longest times allowed, and you can promise shorter ones.
Who should decide a stage 2 complaint?
Someone who didn't deal with the complaint at stage 1.
Related guides
Keep every complaint's dates in one place: see the complaints log.