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Complaints steps

Step one - problem solving

As soon as we get your complaint, we'll try to sort it out quickly and informally by providing information or taking any appropriate action.

Step two - investigation

If we can't sort your complaint out straight away, we'll let you know. You will be provided with a link so you can track progress and receive updates. If you have registered with Gateshead Account you will be able to track it there.

Normally we will provide a response within 20 working days. If this isn't possible, we'll tell you why and give you a date when you'll get a response.

Step three - review

If you are still unhappy, you can ask our Chief Executive to look at your complaint. You should do this within 10 working days of receiving the outcome. The Chief Executive will give you a full response within 20 working days, however this may take longer if your case is complicated.


If you are not happy with the way your complaint was handled you can contact the Local Government and Social Care Ombudsman. They will not normally carry out an investigation until your complaint has been through all three stages of our complaints process.

Local Government and Social Care Ombudsman
PO Box 4771
CV04 0EH

0300 061 0614

Local Government and Social Care Ombudsman

If your complaint was about housing contact:

Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ
Tel: 0300 111 3000

Housing Ombudsman


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