Why this answer
What actually matters
- Ask whether the material is a genuinely new complaint or evidence for the existing issues.
- Ask for the written policy basis and revised target date.
- The LGSCO Code allows reasoned extensions; it does not create a general automatic-reset rule.
Important nuance
When the statement may have a point
- The exact route depends on the council function, local policy and any statutory procedure.
- A council can reach an adverse decision where it applies the correct framework and gives adequate reasons.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Original service report and complaint reference
- Council policy or statutory route relied on
- Chronology, call notes and response letters
- Evidence showing the decision, contradiction or missed action
If they still refuse
Move the dispute forward.
- Identify whether the issue is a service request, complaint, statutory appeal or information-rights matter.
- Protect any appeal or tribunal deadline before pursuing complaint handling.
- After the final local response, use LGSCO only for matters within its jurisdiction and frame fault, injustice and remedy.
Read the full rules