We received 4,125 complaints in 2010/11 compared to 3,106 in 2009/10. More than 80 per cent of those were resolved quickly and within ten working days.
The vast majority of complaints are dealt with effectively at stage one. However, we know we could do better and we are working to ensure that complaints are replied to in simple plain language and in full each and every time.
Stage three of the complaints process was changed in April 2007 and these complaints are now dealt with by a panel of councilors.
Why use our complaints e-form?
By using our e-form to complain your complaint will be directed to the right officer automatically and you will receive an email confirmation with a reference number. Using the e-form helps ensures we collect all the relevant information from you so that we can deal with your complaint efficiently.
Which forms to use
You should not use this form is you are appealing a penalty charge notice or if you are reporting a problem for the first time and the department has not had an opportunity to deal with your service request. See a list of forms you can complete
Stage 1
Your complaint will be automatically directed to the right department. You will automatically receive confirmation of your complaint if you provide your email address on the complaints e-form. Our target is to turn these around within 10 working days.
Stage 2
If you are not satisfied with the response at stage 1, you can ask for the complaint to be reviewed by a senior manager in that department - this is known as stage 2. Again, our target is to turn these around within 10 working days.
Stage 3
A panel of three councillors (known as the members’ panel) review stage 3 complaints.
Residents can send their complaints as written evidence for the panel, or they can appear before the panel in person. However, the councillor's panel will only be able to consider cases that have already been through stages 1 & 2.