We actively encourage all customer feedback about our services. Please let us know if you are not satisfied with us for any reason, or have a suggestion about how we could do things differently.
We are committed to:
- dealing with comliments, complaints and comments quickly and effectively; and
- using complaints, comments and compliments to review and improve our services
We need to know when we have done well or if you want to make a comment/suggestion about our services.
We are aware of the issues with current waiting times when calling to speak to an advisor at Customer Access; This is due to an unprecedented level of demand following the changes to Welfare Reform. We are doing everything we can to resolve the matter and in order to maximise the use of our resources are we are unable to formally respond to complaints regarding these waiting times at this time. We apologise for any inconvenience caused.
If you think someone is doing a good job or if you have a good idea about how we could do things better, we want to hear from you.
- Click here to fill in our online form,
- telephone us at 01782 234234
- write to us at: Customer Feedback Team, PO Box 634, Civic Centre, Stoke-on-Trent ST4 1HH.
- ask a member of staff or to give you one of the compliments, comments and complaints leaflets.
How to make a complaint
If you feel that we have got it wrong or have given you a poor service tell the member of staff or their supervisor as this can often be the quickest way of sorting things out. They will not treat your comments as a formal complaint (unless you ask them to) but they will use your comments and take appropriate action, or give you information.
If you do not want to do this or are unhappy with the response you get, you can make a complaint by following this link .
What happens when I make a complaint?
Stage 1
You can make a complaint either
- in person,
- by phone 01782 234234,
- in writing to Customer Feedback Team, PO Box 634, Civic Centre, Stoke-on-Trent ST4 1HH
- by email to customer.feedback@stoke.gov.uk.
- Or, you can fill in our online form by following this link.
Your complaint will be acknowledged in writing within two working days and you will be given information about who is dealing with your complaint. We aim to respond to you within 10 working days. If the complaint is more complicated we may take longer to sort it out but we will keep you informed.
Stage 2
If you are still not happy, you can ask to have the matter investigated by an independent investigator within the
council. This review will be conducted by a Complaint Investigation Officer together with a senior manager not involved in
the original complaint.
We will acknowledge your complaint within two working days and reach a decision within 20 working days. To request a Stage 2, please outline by letter or email the reasons why you are still dissatisfied and the outcome you require. This should be sent to the Customer Feedback Team, PO Box 634, Civic Centre, Stoke-on-Trent ST4 1HH or please email customer.feedback@stoke.gov.uk.
What happens if I am stil not happy with the outcome of my complaint?
If you have been through stages 1 and 2 and are still not satisfied, you can contact the Local Government Ombudsman and their contact details are:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
You can get more information on the Local Government Ombudsman by calling their advice line on 0300 061 0614 or visiting their website at www.lgo.org.uk
From 1 April 2013, if you are a tenant or leaseholder, complaints about the council as your landlord will be considered by the Housing Ombudsman Service. This means complaints about the relationship of the council as landlord with its tenants and leaseholders need to be made to the Housing Ombudsman Service and NOT the Local Government Ombudsman.
Housing Ombudsman Service contact details are:
Housing Ombudsman Service
81 Aldwych,
London,
WC2B 4HN
You can get more information on the Housing Ombudsman Service by calling their advice line on 0300 111 3000 or visiting their website at www.housing-ombudsman.org.uk
The Housing Ombudsman can only consider complaints that have been referred by a “designated person” or by the tenant themselves after 8 weeks have passed since the completion of the complaint process.
Role of Designated Person
The role of the designated person is to assist in resolving tenant complaints. They are there to provide an independent
perspective on problems and work with tenants and landlords to find local solutions to housing related complaints.
A “designated person” is:
1. A Designated Tenant Panel
2. Your Member of Parliament (MP)
3. Your local Councilor
For more infromation regarding the role of a designated person and designated Tenant Panel please contact the Customer Feedback Team.
Please click here to check the status of a complaint you have already made