Compliments, comments, concerns and complaints
When we get a compliment we will tell the people you are pleased with. We will tell you when we do this and show others what you think we do well.
If you complain about why we do things, not what we do, we will treat that as a comment not as a complaint. We welcome your suggestions as to how we can improve the services we deliver to you.
You may wish to tell us to look at something to help avoid a problem happening.
When we get a comment or concern, we will -
- make sure it reaches the right people to look at it
- tell you when it was sent to them
- tell you, where possible, what action may be taken as a result once we know what that action is.
We may publish compliments and comments in some of our publicity. We will not publish your details if you ask us not to.
We also welcome petitions, see our petitions scheme for more information.
Our definition of a complaint is:
“An expression of dissatisfaction with the Council’s quality of service – whether that service is provided directly by the council or by a contractor or partner – that calls for a response.”
Wherever possible, we will agree a suitable solution and carry it out as soon as possible. We will also try to avoid the same thing happening again.
When dealing with your complaint we promise we will -
- keep you informed
- treat you fairly
- look into your case fully and properly
What happens to my complaint?
We will let you know we have your complaint within 3 working days and aim to send a full response within 10 working days. If we need more time, or signed permission from the complainant if you complain on their behalf, we will tell you when we expect we can answer in full.
When you have our full answer, if you are happy or if we do not hear from you within 28 days, we will close the complaint.
If we need more time, or signed permission from the complainant if you complain on their behalf, we will tell you at each stage when we expect we can answer in full.
If you are not happy tell us why. A different person will look again at your case, using your additional information to help us . We aim to send a full response within 20 working days.
When you have our full answer from Stage 2, if you are happy your complaint is resolved or if we do not hear from you within 28 days, we will close your complaint.
After Stage 2
You can end your complaint under the Council’s procedure and take steps to contact the Ombudsman relevant to your case OR you can ask if a panel of elected Members of the Council can look at your complaint.
If you are still unhappy after Stage 2 you can request that a panel of elected Members looks at your complaint. Not every case can go in front of the panel. Your request will be looked at carefully and you will be told, within 20 working days, if it can or not. If it can you will be invited to state your case and can bring a friend or family member. You do not have to come in person. You will usually be given the outcome at the end of the meeting.
When you have our answer, if you are happy your complaint is resolved, or if we do not hear from you within 28 days, we will close your complaint.
Please note: If you ask us for a next stage review after your complaint was closed (outside the 28 day timescale) please tell us your reasons for the delay.
This ends the Council's complaints procedure.
Still dissatisfied after the Council’s complaints procedure has finished?
For most complaints about the Council, you can contact -
The local Government Ombudsman
PO Box 4771
Telephone: 0300 061 0614
Fax: 024 7682 0001
Text ‘callback’ on: 0762 480 3014
Textphone via the Text Relay service (formerly Typetalk)
Tenants complaining about the Council landlord services, contact -
A ‘Designated Person’ – someone who can try to help you resolve your complaint or help refer you, with your consent, to the Housing Ombudsman Service (see below). This can be:
- Your local Councillor
- Your local Member of Parliament
- Your local independent Tenants’ Complaints Panel
The Housing Ombudsman Service
Telephone : 0300 111 3000
Fax: 020 7831 1942
If you are a Council tenant who has exhausted the Council’s complaints procedure and your complaint is about the Council as your landlord, you can contact a ‘designated person’ to work with you to find a solution to your issue. A designated person can assist by trying to help resolve the complaint with the Council or by referring your case (with your permission) to the Independent Housing Ombudsman.
A designated person can be a local councillor, local MP or a designated Tenants Complaints Panel.
Find your Councillor
Find your Members of Parliament
Designated Tenants’ Complaints Panel
This is a free, independent Panel made up of local tenants.
Telephone number: 01482 612010