Hounslow Council received over 3,500 complaints in 2006/7. Over 80 per cent of those were resolved quickly and at an early stage, however, the council knows it could do better. Stage 3 of the process has recently been improved.
Stage 1
Complaints should initially be made directly to the relevant department, either via the online enquiry form or by calling the department direct. Our target is to turn these around within 10 working days.
Stage 2
If you are not satisfied with the response at stage 1, you can ask for the complaint to be reviewed by a senior manager in that department - this is known as stage 2. Again, our target is to turn these around within 10 working days.
Stage 3
A panel of three councillors (known as the members’ panel) review stage 3 complaints.
Residents can send their complaints as written evidence for the panel, or they can appear before the panel in person. However, the councillor's panel will only be able to consider cases that have already been through stages 1 & 2.