We received a call from EQC (Karl) this morning regarding the complaint made via their website.
Karl had looked into the background of our complaint (no scope of works information available) and discovered that an important part of the paperwork was missing (pretty much the same problem as experienced by someone else in the street). They are now going to do an intensive follow up and contact us again.
The good news is that their complaints system does seem to work, albeit slowly, and at different speeds (Michelle and Jeremy are still waiting to hear back about their complaint). As there are over 170,000 claims, if there were a 5% problem rate that would represent 8,500 potential cases for investigation and complaint. Considering how much paper work there is being generated every day I don't envy them in their work.
Now to wait for the result of the follow up process.