Complaint procedure
Broxbourne Council wants its customers to be satisfied with the
services it provides and wants to provide high quality
services. The mission of the Council is to serve the public
and to meet its statutory responsibilities with economy,
effectiveness and efficiency. The Council will do this with
integrity, common sense and sound judgement. Staff will be
courteous and patient and act in a professional and caring manner.
The Council will strive to meet the needs of the public and to
reflect the priorities of the community in a balanced and fair
way. It will respond to well-founded criticism with a
willingness to listen, learn, and change if necessary.
Why have a comments system?
The Council wants to provide services of first
class quality to residents and it is helpful to know when it
succeeds. If the quality of service falls below the standard
expected and complaints are received, the Council will review its
service delivery and decisions.
Who can comment?
Anyone in receipt of a service from the Council
can comment. This includes those acting for someone else who cannot
comment for themselves. The Council is committed to a policy of
equal opportunities and will not discriminate against anyone for
reasons of race, colour, religion or sexual orientation.
How to comment?
Comments can be made in person, by email, in
writing, by fax or telephone. Comment cards are available from one
stop shops and Council facilities. Contact details are shown
on the back page of this leaflet.
What is a complaint?
Whenever a customer tells the Council in
writing or by word of mouth that they are not satisfied with the
standard of service received, what the Council has done, or what
has not been done, it is regarded as a complaint.
How your complaints are dealt with
1. The officer who receives the complaint
will attempt to deal with it immediately.
2. If the customer remains dissatisfied,
they should make this clear to the officer dealing with the matter
– or the complainant may write directly if they wish. The
complaint will be referred to a senior officer for
investigation.
3. A written reply to the complaint will
be sent within 10 working days. If it is not possible to respond in
this time, a reason for the delay will be given. To avoid
unnecessary correspondence, complaints will not be formally
acknowledged if they can be answered within 10 days.
4. If, having received a response, the
complainant wants to take the matter further, the Council should be
advised and the matter will be considered by the relevant director
and/or the Chief Executive Officer. Again, a further reply or
an explanation for any delay will be sent within 10 days.
5. If the complainant wants to take the
complaint further, the Chief Executive Officer will advise of the
alternative courses of action. Complaints may be referred to:
- A Local
Councillor
Details can be found on the 'council and democracy' section of the website.
- The Local Government
Ombudsman
Details available at www.lgo.org.uk or
telephone 0300 061 0614 to make a complaint
- The Member of
Parliament
Mr Charles Walker MP, House of Commons,
London, SW1A 0AA
(020 7219 3000)
- A tribunal or Court
Consultation
The Council values feedback from residents. It has set
up a series of consultation panels. Details are available in
the leaflet ‘Have your say’.
Complaints system
If you have any comments about the Council’s
complaints system, please contact write to the Chief Executive
Officer, Borough Offices, Bishops’ College, Churchgate, Cheshunt,
EN8 9XQW or email ceo@broxbourne.gov.uk.
How to get in touch
One stop shops are provided for the convenience of personal
callers and provide the full range of services. Appointments can be
made for you to see specialist officers. You can also visit, write
to or telephone the Borough Offices.
Opening hours of the one stop
shops.
Opening hours and contact details for the Borough Offices.
Alternatively you can
e-mail: enquiry@broxbourne.gov.uk