Unhappy with our Service?
We are always keen to provide the
best possible service for our customers. However, sometimes
we may not live up to your expectations, so we have set up a
procedure to assist you if you wish to make a complaint. The
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 service to customers. Please use the complaints
procedure if you feel that:
- we have given inaccurate, misleading or confusing advice
- we have not followed our procedures, or have failed to meet our
standards
- a member of staff has been discourteous in any way
STEP 1 - Informally by
the Service Unit
To begin with, please
contact
Neil
Ferris, Building Control Partnership Manager. You
may telephone, e-mail, or write to us.
Our
telephone numbers can be found on the front page of this
web site. We will acknowledge your contact within 5 working
days and will be happy to meet with you, either at home or here at
the Civic Offices, to have a personal chat about your
concerns. If a formal reply is required following our visit
or meeting, this will be sent to you within 10 working days.
If you choose not to meet with
ourselves, we will ensure your concerns are investigated
thoroughly, and that a written response is sent to you. We
will aim to do this within 10 working days from the day we receive
your complaint, though if a delay is envisaged, you will be
informed and given an explanation as to why.
STEP 2 - Formal
Complaint
We hope we can resolve your
complaint, but if you are not happy with the response you receive,
you may wish to make a formal complaint. If so, please write
to the
Chief
Executive, at the address below, giving as much
information as possible.
Chief Executive
Eastleigh Borough Council
Civic Offices
Leigh Road
Eastleigh
SO50 9YN
STEP 3 - Management
Team
If your concern is still unresolved,
you may request that the matter be reviewed by the Council's
Management Team.
The Local Government
Ombudsman
The Local Government Ombudsman is appointed independently to
investigate complaints against Local Authorities. The
Ombudsman cannot overturn the Council's decision on an application,
but can investigate our processes and procedures.
The Council must have an opportunity to look into your
complaint before it can be investigated by the Ombudsman,
so you must follow at least Step 1. If you
are not satisfied with the Council's response, or we have not dealt
with it in a reasonable time, please contact the Ombudsman. A
leaflet giving further guidance is available from our reception,
libraries, the Citizens Advice Bureau, or direct from the Ombudsman
office. Their number is: 024 7669 5999 or visit their
website
(external website - opens in a new window)
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Page Last Updated: 9/11/2008
Eastleigh Borough Council
legal disclaimer
Website Comments: webmaster@eastleigh.gov.uk
Eastleigh Borough Council, Civic Offices, Leigh Road, Eastleigh, SO50 9YN
Telephone:023 8068 8068; Fax:023 8068 8257; Text:07797 877001
Email:
direct@eastleigh.gov.uk