Comments, complaints and compliments frequently asked questions
I have been advised that the issue I raised is a service request not a complaint. What’s the difference?
Service requests and complaints are defined in our corporate complaints procedure. Broadly, if you are raising an issue which we have not previously had an opportunity to deal with, this is a service request. You can make a complaint if we then do not deal with the issue to your satisfaction.
How can I make a complaint?
You can make a complaint online, by completing a complaints form, or by email, telephone, post, or in person.
If I make a complaint, when can I expect to hear from you?
If you make a complaint, we will acknowledge receipt within five working days.
You will receive a response within the following timescales:
- Stage 1 – 10 working days from acknowledgement
- Stage 2 – 20 working days from acknowledgement
If we cannot meet these timescales, we will write to you and let you know.
If I make a complaint, will I still receive the same level of service?
Yes. We will not treat you any differently if you choose to make a complaint about the service you received from the Council.
I want to make a complaint on behalf of a friend or relative. Am I allowed to do so?
Yes. However, we will need to have written permission from the person you are representing before before we can release any information.
I was really pleased with the service I received from the Council. How do I go about saying thank you?
You can contact us in the same way that you would if you were to make a complaint.
I’m taking legal action against the Council. Can I still make a complaint?
If the complaint concerns the legal action, then we will not be able to investigate your complaint under the Council’s complaints procedure. If it is a separate issue, then we can investigate your complaint.
How does the Council ensure that they learn from their mistakes?
The Council uses complaints and feedback to improve the way that they deliver their services. Here are a few examples of how we have used your feedback to make improvements in the way we shape and deliver our services.
What will the Council do to resolve my complaint?
When we receive your complaint, we will investigate and, if necessary, provide a solution. Solutions can vary. It might be as simple as an apology, or we might change the way we provide services to residents or put things right where they have gone wrong.
Rarely, we may offer a monetary solution. Before we make any payments, we will check our records to see whether there are any outstanding debts owed to the Council. If there are any debts owed, then we may offset this amount against the amount that you are due to be paid. For instance, if you are in rent arrears, part or all of the payment will be used to reduce the arrears. We will write to you to let you know how we intend to pay.
Who can I complain to if I am not happy after going through the Council’s complaints process?
The Council will try to bring your complaint to a satisfactory conclusion. However, if you remain unhappy, after going through both stages of the Council’s complaints procedure, you can approach the Local Government and Social Care Ombudsman (LGSCO) or, for some housing complaints, the Housing Ombudsman (HO).
The LGSCO are responsible for dealing with complaints about the Council. The HO is responsible for dealing with some complaints about social landlords.
Their details can be found below:
Local Government and Social Care Ombudsman
PO Box 4771, Coventry, CV4 OEH
Tel: 0300 061 0614
or for some housing complaints contact:
Housing Ombudsman Service
PO Box 1484, Unit D, Preston, PR2 0ET
Telephone: 0300 111 3000
Email:info@housing-ombudsman.org.uk
www.housing-ombudsman.org.uk/residents/make-a-complaint
If you are unsure which Ombudsman covers your complaint, please contact Corporate Complaints.