How we deal with your complaint
Statutory Adult Social Care and Public Health Complaint Process
A suitable manager or officer of the service will be responsible for investigating and responding to your complaint. Wherever possible they will discuss the handling of your complaint with you, including the timescale it is likely to take. If a discussion hasn’t taken place, then you should receive a response within 10 working days of your complaint being acknowledged. You will be informed if an extension to the timescale is needed.
If you are not satisfied with the response to your complaint, we will consider whether there is any further action needed. If we decide further action is needed, we will confirm the steps we intend to take, and the timescale needed.
If we are satisfied that all reasonable steps have been taken to resolve your complaint you will be provided with a final response from someone with appropriate seniority within the service. We will confirm this in writing, and you will receive the final response to your complaint within 20 working days of that confirmation. You will be informed if an extension to the timescale is needed.
If you are not satisfied with the outcome of your complaint, once we have issued a final response you can refer your complaint to the Local Government and Social Care Ombudsman and ask for it to be reviewed.
Telephone: 0300 061 0614
Visit the Local Government and Social Care Ombudsman's website
If you would like to see the procedure in full, you can view or download our full Customer Feedback Adult Social Care and Public Health Statutory Procedure (PDF).
Statutory Children’s Complaint Process
The complaint process has three stages.
Stage 1 is a response from an appropriate manager or officer of the service. Your stage 1 response should be issued within a maximum of 20 working days from the start date, unless agreed otherwise with you. The start date is the date we received your complaint unless an advocate is required for a child or young person, or we need to seek clarification on the issues. The start date will then be the date an advocate is appointed or the date your complaint is clear.
Stage 2 is an investigation by someone independent of the service complained about, with independent oversight. A senior manager of the service complained about will then be responsible for reviewing the investigation and providing the stage 2 response. Your stage 2 response should be issued within a maximum of 65 working days, unless agreed otherwise with you.
Stage 3 is a review panel made up of independent people who will review your complaint to consider recommendations for resolution. The Director of Children’s Services will then be responsible for considering the recommendations made and providing the stage 3 response. Your stage 3 response should be issued within a maximum of 50 working days, unless agreed otherwise with you.
If you are not satisfied with the outcome of your complaint, once we have issued a final response you can refer your complaint to the Local Government and Social Care Ombudsman and ask for it to be reviewed.
Telephone: 0300 061 0614
Visit the Local Government and Social Care Ombudsman's website
If you would like to see the procedure in full, you can view or download our full Customer Feedback Children’s Statutory Social Care Procedure (PDF).
Council Complaint Process
From 1 June 2024, our complaint process has been updated to align with the complaint handling code introduced by the Housing Ombudsman and the Local Government and Social Care Ombudsman. The code is designed to support organisations to respond to complaints effectively and fairly. An annual self-assessment against the complaint handling code will be completed and published.
View or download our Housing Ombudsman Complaints Self-Assessment (PDF).
The complaint process has 2 stages.
Stage 1 is a response from an appropriate manager or officer of the service. Your stage 1 response should be issued within 10 working days of your complaint being acknowledged. Any extension to this should be no more than a further 10 working days, without good reason. If the timescale is extended beyond the maximum of 20 working days, you will be provided with the contact details for the ombudsman.
Stage 2 is consideration of your complaint by someone with appropriate seniority within the service. Your stage 2 response should be issued within 20 working days of your escalation request being acknowledged. Any extension to this should be no more than a further 20 working days, without good reason. If the timescale is extended beyond the maximum of 40 working days, you will be provided with the contact details for the ombudsman.
If you are not satisfied with the outcome of your complaint, once we have issued a final response you can refer your complaint to ombudsman and ask for it to be reviewed.
If your complaint is about us as your landlord, you can contact the Housing Ombudsman.
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Visit the Housing Ombudsman's website
For all other complaints about us, you can contact the Local Government and Social Care Ombudsman at:
Telephone: 0300 061 0614
Visit the Local Government and Social Care Ombudsman's website
If you would like to see the procedure in full, you can view or download our full Customer Feedback Council Procedure (PDF).