The Council

Page last updated at 15:38 GMT, Wednesday, September 3 2014

Compliments, Complaints & Comments

Customer Feedback
The Council is always keen to receive feedback from customers, and views this as a key way of helping to improve its services. If you have thoughts about the service you receive from the Council, compliments as well as ways you think we could improve services, we would be glad to hear from you.


Do you have a compliment you would like to make?
We welcome your thoughts and views on the service you have received from us, so we can continue to build on the service we provide. Please use the link below to log your compliment.

Let us know if you would like a response, or you can remain anonymous if you prefer.

Do you have a complaint?
We are committed to dealing with all complaints fairly and impartially.

We welcome complaints as an opportunity to learn and to improve our service.

What is a complaint?
A complaint is an expression of dissatisfaction about an action or lack of action, or about the standard of service.  It is not a request for initial action or, for example, to report a missed bin.

Exemptions
Our complaints procedure is designed to be as comprehensive as possible, but it is recognised that certain types of complaint are not intended to be dealt with by this method and are more appropriately dealt with through other channels.

Our complaints procedure is not an appropriate means of pursuing –

• dissatisfaction with politically-determined policy
• the conduct of Borough, Parish, or Town Councillors (which is a matter for the Standards Committee)
• matters which are subject to litigation and/or have already been before a court/tribunal
• matters for which statutory appeal bodies or tribunals have been established
• matters where the customer is making a claim against, or seeking compensation from, the Council.

Our complaints procedure
The Council operates a 3-level procedure to make it easier for you to let us know your concerns and to ensure that your complaint is fully investigated and dealt with as fairly and as quickly as possible.

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.

Level 1
To begin with, please contact the Customer Service Team – by letter, e-mail, via the website, by phone or by personal visit.  They will liaise with the relevant unit(s) and provide you with a full written response.

Level 2
If you are not happy with the outcome at level 1, you may take your complaint to the next level. 

Please put your complaint in writing (by letter, by e-mail or via our website), giving as much information as possible.  The Customer Service Team will ensure that a senior manager reviews your case.

Level 3
The majority of complaints will be resolved at level 1 or level 2, but if you are still not happy with the response(s) you have received, you may progress your complaint to level 3.

Please write to the Customer Service Team – electronically if you prefer  complaints@eastleigh.gov.uk   – to request that your concerns be investigated by a member of Management Team.

Contact Us
Customer Service Team
Eastleigh Borough Council, Eastleigh House, Upper Market Street, Eastleigh Hampshire SOSO 9YN
Tel: 023 8068 8074
Fax: 023 8062 9288
E-mail: customer.service@eastleigh.gov.uk

Response times
We will acknowledge receipt of your complaint within 3 working days and will aim to give a full response within 15 working days – but if the matter is likely to take longer to investigate, we will keep you informed.

Unreasonable complaints
View our complaints procedure and related policy regarding unreasonably persistent complainants and/or unreasonable complaints..

The Local Government Ombudsman
The Local Government Ombudsman (LGO) is appointed to investigate complaints against local authorities and is independent of all government departments, councils and politicians. 

If you are not satisfied with the Council’s response to your complaint, or if we have not dealt with it in a timely manner, you may refer your complaint to the LGO.

The LGO will not investigate your complaint unless the Council has already had a reasonable opportunity to look into it, so you must follow all the steps outlined in this guide (or, in exceptional circumstances, to at least level 2) before taking your complaint to the LGO.

The LGO has produced a booklet giving further guidance: ‘Complained to the council?  Still not satisfied?’ which is available from the Council, libraries, Citizens’ Advice Bureaux, or from the LGO’s office

LGO Contact details
Local Government Ombudsman
LGO Advice Team PO Box 4771 Coventry CV4 0EH

Tel: 0300 061 0614
Fax: 024 7682 0001
Web: www.lgo.org.uk
Text: ‘call back’ to 0762 480 4299 

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