Compliments, Complaints & Comments

Page last updated at 30 March 2017 at 16:47

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, we would be pleased 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. You can compliment a member of our staff who has gone the extra mile. 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 comment to make?

If you would like to comment on a service or make suggestions on how we could improve the service(s) we provide, please use the link below to log your comment

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 a service. It is not a request for initial action or information, for example, to report a missed refuse collection (although if we fail to collect the refuse after it has been reported to us, then that could legitimately lead to a complaint from you).

Before you make a complaint

You can get some of your issues dealt with quickly and easily by reporting them to us online via MyEastleigh. These include:

  • missed bin collections
  • street cleaning, grass cutting, leaf clearance
  • dog fouling, litter, dead animals
  • graffiti, fly tipping
  • crime or anti-social behaviour - these are the responsibility of Hampshire Constabulary
  • potholes, street lighting, pavements, road problems, drains / flooding – these are the responsibility of Hampshire County Council

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 (as opposed to the way in which the policy has been implemented by our Officers) such as charges applied to services provided, our non-collection of bin policy and our waste & recycling policy; council policy for trees – please contact your local Councillor to raise your concerns
  • the conduct of Borough, Parish, or Town Councillors (which is a matter for the Standards Committee) - please click here for further information
  • 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.

You can submit your complaint using our online complaint form.

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

To begin with, please contact the Customer Service Team – in the first instance via the website, alternatively you can contact the team via email, letter, or by phone where they will record and log your complaint and acknowledge it within 3 working days. 

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.

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.

Please tell us why you are unhappy with the response given at level 1, this can be done by email or by letter giving as much information as possible.  Please quote any references you may have.

The Customer Service Team will acknowledge your request within 3 working days and ensure that a review of your complaint is undertaken by another Senior Manager, Unit Head or a member of Management 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.

 

Contact Us

Customer Service Team
Eastleigh Borough Council, Eastleigh House, Upper Market Street, Eastleigh SO5O 9YN
Tel: 023 8068 8074
Fax: 023 8062 9288
E-mail: complaints@eastleigh.gov.uk

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 before taking your complaint to the LGO.

The LGO has produced a booklet giving further guidance: ‘Complained to the council? Still not satisfied? This 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
Web: www.lgo.org.uk