We want to hear from you about your experiences, good or bad, as it is an important way of recognising good service, putting things right and sorting out problems - both for you and everyone else that uses our services.
Sometimes we do make mistakes, so if you are not happy with a service you have received from us, we want to know about it. We will look into your complaint, let you know the outcome and take steps to put things right as soon as we can.
We define a complaint as...
'an expression of dissatisfaction, however made, about the standards of service, action or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.’
We will assess the information you have provided in your complaint and decide how best to manage your concerns in a fair and proportionate manner.
Before making a complaint, please given us a reasonable opportunity to put things right. If you have not raised your concerns about the actions or decisions of the service before, the service should be given the opportunity to put things right through routine service delivery. If the service is not able to resolve the issues, you can make a complaint.
Complete our online form to make a complaint
What you can expect from us
- We aim to acknowledge your Stage 1 complaint within 2 working days. We aim to acknowledge your request for a Stage 2 investigation within 5 days.
- Our target for Stage 1 complaints is to give you a full response within 10 working days. However, if your complaint is complicated, it may take longer to sort out - but we will keep you informed.
- Our target for Stage 2 complaints is to give you a full response within 20 working days. However, if it's not possible to respond within this timescale, it may be extended to 40 working days for complex matters.
- We will treat your complaint confidentially and fairly, and you should not be treated negatively as a result of making a complaint.
Unhappy with the response you have received?
If you remain unhappy with the response you have received, you will be informed in writing of what other avenues of redress remain available to you. If you have exhausted the complaints procedure and you are still not satisfied, you can approach the Local Government and Social Care Ombudsman or in some cases the Housing Ombudsman Service (you will be advised as appropriate).
Visit the Housing Ombudsman Service website (tenancy-related complaints)
If you would like further information about the complaints process, please contact the Customer Relationship team.
- Download our complaints procedures
- View information about our Customer Contract
- Download complaint and compliment annual reports.
Please note: children’s social care complaints and adult social care complaints are dealt with in line with the appropriate procedures and legislation:
- View information about Children’s Social Care complaints
- View information about Adult Social Care complaints.
Please note: complaints about the actions or decisions on the part of the council in relation to Child Sexual Exploitation (CSE) will be dealt with in line with the council’s Corporate complaints policy and procedure. We have produced a reference guide for complaints relating to CSE to outline how we approach them.
Please note: if you are complaining about the council as your landlord, your complaint will now be dealt with in line with the council’s Corporate complaints policy and procedure. In line with the Housing Ombudsman Complaint Handling Code, you can also download our annual Tenant Satisfaction and Complaints Report, Self-Assessment, and our Housing Management Board’s response to these documents and performance.
Last updated: 12/12/2024 15:39
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