We received 2,966 complaints in 2007/8 compared to 3,096 in 2006/7 . Over 80 per cent of those were resolved quickly and at an early stage, however, we know we could do better. Stage 3 of the complaints process was changed in April 2007 and these complaints are now dealt with by a panel of councilors.
Stage 1
Complaints can be made by following the link at the top of this page. Your complaint will be automatically directed to the right department. You will automatically receive confirmation of your complaint if you provide your email address on the complaints e-form.
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.