The Customer Complaint Panel

The Customer Complaint Panel – who are they and what do they do?

We’re reviewing how we handle complaints and we’d like to hear your views about the Customer Complaints Panel (CCP).

What is the CCP and how do they work?

The Customer Complaint Panel is completely independent of our complaints process; it’s recognised by Stonewater and the Housing Ombudsman Service and is made up of members who are also customers of Stonewater.

When you have been through our 2 stage complaints process and you're still not happy with how your complaint has been handled, you can ask the CCP to review your case.

You must do this within 15 working days of our response. The CCP will then meet and make their recommendations within 5 days of their meeting.

If you don’t want the CCP to look at your complaint you don’t have to, instead, you can ask your MP or Councillor to act on your behalf.

You can also wait eight weeks from the date you receive our final complaint response letter and contact the Housing Ombudsman Service directly. A designated person; for example Your MP, Councillor or the CCP can also refer your case directly to the Ombudsman if they think your case is serious enough.

We would like your views on the Customer Complaints Panel whether you have ever used them or not in order to help us shape our complaints process. To tell us your thoughts, please complete the following, 2 minute survey.