We want to know when we get things wrong
If you have a complaint about any of the services that we provide, please let us know.We will do our best to put things right and make sure that the same thing doesn't happen again to you or to someone else.
We would also like to know if we have done things well
Please tell us when you think
we have done things well. We will tell our staff and use the information to improve other services.
How to complain to us
It is always worth trying to resolve problems first of all by raising them with the person who you have been dealing with.
You can complain to them by:
- Completing our on-line complaints form. This is a quick and easy method of submitting a complaint. Once you click the 'submit' button the form will be sent automatically to us and another copy will be sent to your own email address so you can refer back to it later if you need to. However, should you wish to query a newly issued Penalty Charge Notice, please complete the enquiry form specifically for this purpose.
- phoning them. Numbers are listed at the bottom of the page.
- filling out our "How to Complain" leaflet , available from any City Council reception area or simply download from here
- by detailing your complaint in a letter
We aim to respond to your complaint within seven working days. If we need longer we will tell you why and let you know who is dealing with your complaint and when you can expect a response.
What to do next if you are not happy with the response
If you are not happy with the response you receive from the member of staff who has been dealing with you should complain to their manager, making it clear you have already raised the issue and who has been dealing with it.
If you are not happy with the response from the manager you can ask for the complaint to be referred to the independent complaints investigator, who will investigate the complaint for you. The independent complaints investigator is not part of the council and will review how we have handled the complaint.
You can contact the independent complaints investigator by:
- completing an on-line form
- telephoning 01223 457072
There is a leaflet available about this service.
Phone numbers for departments and their main services
Chief
Executive's Department: 01223 457003
Personnel services, corporate consultation exercises, partnerships
with other agencies, other corporate project work.
Cleaning streets and buildings, abandoned vehicles, refuse collection and recycling, fly-tipping, public toilets and landscape maintenance and graffiti removal.
Community
Development: 01223 457802
Management of community centres, grants and support for voluntary groups, project
work within the community (especially with young people and children, older people, minority ethnic groups and disabled people),
and community arts.
Council Housing:Rent collection, housing
repairs and other tenancy matters
North Office: 0800 731 5030
South Office: 0800 731 4878
Housing
Services:Advice about council housing: 01223 457946
Improvement grants, home aids and adaptations service:
01223 457943
Environmental Services:
01223 457883
Inspecting food premises and workplaces and investigating accidents, investigating and controlling outbreaks
of food poisoning and infectious diseases, pest control, monitoring noise and pollution, improving the standards of housing
in the private sector, refuse collection, recycling.
Environment
and Planning: 01223 457102
Planning applications, building regulations, planning and transport policy, economic
development, landscaping, trees and environmental improvements, conservation, tourism, managing the city centre.
Leisure Services: 01223 457531
Swimming pools, parks and recreation, cemeteries and the crematorium.
Parking Services 01223 458500
Revenues (charges)
and Benefits: 01223 457703
Council Tax, benefits, Business Rates.