Why Complain?

We are always keen to provide the best possible service for our customers.  However sometimes this may not be achieved, so we have set up a 3-step complaints procedure (monitored by our Customer Service Team), to make it easier for you to let us know your concerns.

This procedure will help to ensure that your complaint is fully investigated and is dealt with fairly and as quickly as possible.  It will also help us to take the right action to improve our services.

Some of the reasons you may wish to complain are where –

• we have given inaccurate, misleading or confusing advice;
• we have been slow in giving advice or information;
• we have not followed an agreed procedure or have failed to meet our standards;
• we have failed, or have been slow, to respond to a request for action;
• a member of staff has been discourteous in any way; or
• you feel discriminated against for reasons of race or disability or for another reason.

Where the Council has a specific review process (for example, with housing applications and benefit claims) the complaints procedure will not normally apply until after the review process has been completed.

How to Complain

Step 1 - Contact the appropriate Service Unit and explain your concerns.  They will do all they can to resolve the problem straight away.  You may contact them by letter, e-mail, phone or personal visit.  (If your complaint concerns our Development Control (Planning) Unit, they have their own complaints procedure.)  If you are not sure which Unit you need, please contact Eastleigh Direct on 023 8068 8000 or email direct@eastleigh.gov.uk 

Step 2 -  If your concern is still unresolved, you may wish to take your complaint further.  If so, please put your complaint in writing giving as much information as possible and our Customer Service Team will assign a senior manager to investigate your complaint.

• Complaint Form  ( word )  or
• Complaint Form  ( pdf ) - or
• Online Complaint Form
• Or write direct to -

Customer Service Officer, Eastleigh Borough Council, Civic Offices, Leigh Road, Eastleigh, Hampshire SO50 9YN

Tel: 023 8068 8074  Fax: 023 8062 9288  E-mail: customer.service@eastleigh.gov.uk

Step 3 -  The majority of complaints will be resolved by step 2, but if you are not happy with the response you receive, you may request that the matter be reviewed by a member of the Council's Management Team.

How we will respond

• We will acknowledge receipt of your complaint within 5 working days. 
• A full response will be given within 15 working days. 
• If the matter is likely to take longer to investigate, we will let you know.

If you are not satisfied with our response to your complaint, or we have not dealt with it in a reasonable time, you may refer your complaint to the Local Government Ombudsman.

Local Government Ombudsman

The Local Government Ombudsman is appointed independently to investigate complaints against local authorities.  The Council must have an opportunity to look into your complaint before it will be investigated by the Ombudsman, so you must follow at least steps 1 and 2 in this guide. 

• How to Complain to the Local Government Ombudsman  pdf

Local Government Ombudsman

The Oaks N^o 2, Westwood Way, Westwood Business Park, COVENTRY CV4 8JB

Tel:   024 7682 0000  Fax:  024 7682 0001  E-mail:  enquiries@lgo.org.uk  Website: www.lgo.org.uk

A booklet giving further guidance, entitled 'Complaint about the council?  How to complain to the Local Government Ombudsman', is available from the Council, libraries; Citizens' Advice Bureaux; or from the Local Government Ombudsman's office 

Previous Local Government Ombudsman Responses

In 2005, the Local Government Ombudsman (LGO) introduced the practice of sending an Annual Letter to each Council. Here are the letters and results:

2006 –

A summary published by the Local Government Ombudsman of complaints against Eastleigh Borough Council which were taken to the LGO in 2005/2006, shows no cases of maladministration were found.

A total of 23 complaints were considered, a figure described by the Ombudsman as "not high".  And of the 17 complaints that were concluded by the Ombudsman during the year, no evidence of maladministration was found nor was the Council required to offer a local settlement in any case.

Of the complaints made, 18 related to planning decisions.  However, Council Leader Keith House believes that this is inevitable given the nature of the task.  "Development control will always be a controversial area.  As a Council we do invite greater scrutiny over planning issues and there will often be a number of people unhappy when a decision is made which is not to their liking."

• Ombudsman letter word
• Ombudsman table pdf
• Ombudsman notes to above table word

2005 –

• Letter from the Local Ombudman.  word  
• Local Ombudsman report  pdf