Compliments, comments, concerns and complaints
Compliments
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.
Comments
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.
Concerns
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.
Complaints
If you are not happy with our quality of service, or the service provided by any of our contractors or people we work with, you can send us your complaint and we will answer you. 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.
What happens in the complaint process
When dealing with your complaint we will -
- keep you informed
- treat you fairly
- look into your case fully and properly
Stage 1
We will let you know we have your complaint within three working days of getting it and aim to send a full response within 10 working days. If we need more time we will write to you saying 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.
Stage 2
If you are not happy tell us the reasons and we will arrange for someone else to take a second look at your case, using your additional information to help us make a decision.
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.
Member panels
Not every case can go in front of the Councillors, but your request will be looked at carefully and you will be told, within 20 working days, if this can happen or not. If it can you will be invited to come along to state your case but you do not have to go in person. You can bring a friend or family member.
You will usually be given the Councillors’ opinion at the end of the meeting. When you have the Councillors’ answer, if you are happy your complaint is resolved, or if we do not hear from you within 28 days, we will close the complaint.
After the council's complaints procedure has finished
If you are still not happy your complaint is not resolved you can do one of the following -
If you are a tenant or leaseholder and your complaint is about the council as your landlord you can -
- Contact a ‘designated person’ - This can be a tenant complaint panel, an MP or a local councillor – who can try to resolve the complaint for you, or refer you in writing (with your signed permission) to the Housing Ombudsman
- Contact the Housing Ombudsman directly after 8 weeks
Housing Ombudsman
81 Aldwych
London,
WC2B 4HN
Tel: 0300 111 3000
Fax: 020 7831 1942
Website: http://www.housing-ombudsman.org.uk/
For most other complaints about the council you can contact the Local Government Ombudsman directly at -
Local Government Ombudsman
PO Box 4771
Coventry, CV4 OEH
Tel: 0300 061 0614
Fax: 024 7682 0001
Text ‘callback’ on: 0762 480 4299
Website: www.lgo.org.uk
Please note: The Ombudsman will not normally consider a complaint which has not completed the Council’s complaints procedure
