Comments and complaints

We are always pleased to hear from our customers when we have done well but we also want to know when things go wrong.

If you are dissatisfied with our actions, lack of any actions, or the standard or service provided by us, please let us know. This gives us the opportunity to put things right and review the way we do things in the future.

You can use our form to make a complaint, give us feedback, or simply to tell us when something we have done has pleased you.

Complaints

We’re sorry if you have a complaint. We’ll do our best to deal with it as quickly as possible through the following stages.

Stage 1

Your complaint will go to the relevant department. We will investigate and respond to you within 20 working days.

Stage 2

If you are not satisfied with the outcome of our Stage 1 review, your complaint will be elevated to Stage 2 for further investigation, and a final response.

Ombudsman

Should you wish to continue to pursue the matter after Stage 2, you will be advised to refer your complaint directly to the Local Government Ombudsman.

 

Start the journey

Start

More info about the journey

You will need to provide us with your name, contact details and information about your comment or complaint. We do not accept anonymous complaints.

 

Your comments or complaint will be passed to the relevant department manager as quickly as possible. They are responsible for taking the appropriate action. If you are making a complaint, we will keep your identity confidential where possible. If you are not satisfied with our services, please say what went wrong and what you think we should do about it. We will try to sort out any problems quickly. If we can't deal with them straight away, we will let you know what is going on including reasons for any delay. You can expect to receive a full reply within 20 working days.

If you then tell us you are not satisfied with the outcome

We will refer your complaint to the member of the Senior Leadership Team responsible for the service involved. They will give the matter further consideration and make a final decision.

If, following investigation by the team, you are still not satisfied, you have the right to complain to the Local Government Ombudsman or if the matter is related to Housing management, to the Housing Ombudsman.

As part of our complaints procedure you will be asked to complete an equalities monitoring form. We hope you will choose to complete and return the form as this information will help us to establish whether there has been any unfair discrimination in the way we deliver our services to you.

 

When this content has been updated

Last updated 5 January 2019