The Complaint Handling Code sets maximum timescales for each of its two stages. Your own policy can set shorter ones, but not longer.
Stage 1
| Step | Latest time |
|---|---|
| Acknowledge, define and log the complaint | 5 working days after you receive it |
| Send your full response | 10 working days after you acknowledge it |
| Extend, if you need to | No more than a further 10 working days, unless there's a good reason |
Stage 2
| Step | Latest time |
|---|---|
| Acknowledge, define and log the request | 5 working days after you receive it |
| Send your final response | 20 working days after you acknowledge it |
| Extend, if you need to | No more than a further 20 working days, unless there's a good reason |
Extensions
You can extend a timescale when a complaint is complex. You must tell the resident why, and when they'll get your response, and give them the Housing Ombudsman's contact details. If a response will take longer than the timescale, you should also agree with the resident how often you'll update them.
Respond when you have the answer
The Code says you should send your response when you've reached a decision, not wait until all the work is done. Track any outstanding actions and keep the resident updated.
A worked example
Our calculators count working days from the day after the date you enter, and skip weekends and bank holidays in England. 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.
What each response must say
Each response must confirm, in plain language: the complaint stage, the complaint definition, your decision, the reasons for it, any remedy, any actions still to be done, and how to take the complaint further.
Questions
Do bank holidays count as working days?
No. Working days are Monday to Friday, not counting bank holidays. Our calculators use the bank holidays in England.
Can we extend a stage 1 response by more than 10 working days?
Only if there's a good reason. You must tell the resident why, give them the new date, and include the Housing Ombudsman's contact details.
Should we wait until the repair is done before responding?
No. Send your response when you've reached a decision, then track any outstanding actions and keep the resident updated.
Sources
This guide is general information, not legal advice.