Our complaints procedure

We operate a 2-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. It will also help us to take the right action to improve our services.

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
The Customer Service Team will liaise with the relevant senior manager and aim to provide you with a telephone response within 7 working days or a written response within 15 working days. If it is likely to take longer to investigate, we will keep you informed by means of a holding email or letter. Alternatively you can make a complaint by emailing complaints@eastleigh.gov.uk, phoning 023 8068 8000 or writing to Customer Service Team, Eastleigh Borough Council, Eastleigh House, Upper Market Street, Eastleigh SO5O 9YN. Your complaint will be recorded and logged and you should receive an acknowledgement within 3 working days.

Level 2
If you are not happy with the outcome at Level 1, you may take your complaint to the next level within 3 months of the initial complaint. You will need to tell us why you are unhappy with the response given. This can be done by emailing complaints@eastleigh.gov.uk or writing to Customer Service Team, Eastleigh Borough Council, Eastleigh House, Upper Market Street, Eastleigh SO5O 9YN. The Customer Service Team will acknowledge your request within 3 working days and ensure that a review of your complaint is undertaken by another member of the Senior Leadership Team, aiming to provide you with a response within 15 working days. If it is likely to take longer to investigate, we will keep you informed by means of a holding email or letter.