Comments, Compliments and Complaints
We constantly strive to provide the service you expect so please let us know how you are getting on. We promise to listen courteously and take all feedback on board.
You can also provide us with feedback on your online experience by clicking the 'Was this page helpful?' feedback option located at the bottom of each page.
Your feedback will help us deliver continuous service improvements.
For complaints against a councillor please use the dedicated complaints against a councillor form.
To have your say about a council service or the standard of customer care you may use the comments, compliments and complaints form.
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If for any reason you are unable to submit your own feedback, somebody else (such as a friend, family member or local political representative) can act on your behalf to do this for you.
| Feedback Type | Definition | What to Expect |
|---|---|---|
| Comments | Proposals to help the Council improve its service delivery and/or aspects of customer care | Not all comments or suggestions we receive will get a reply. Frequently the sender simply wants to make their thoughts known to us and it is clear that no reply is expected. In cases where a comment or suggestion raises an issue where a reply is thought to be appropriate you can expect a response within 10 working days |
| Compliments | An expression of praise concerning a high level of service delivery and/or customer care received | All compliments will be acknowledged. You can expect a response within 10 working days |
| Complaints | An expression of dissatisfaction by one or more members of the public about the Council's action or lack of action, or about the standard of service, whether the action was taken or the service provided by the Council itself, or by a person or body acting on behalf of the Council | You can expect a response to your complaint within 10 working days. Where this is not possible we will contact you within 10 working days to inform you of the reasons for the delay and when you can expect a full response If you are unhappy with the way the council has handled your complaint you may contact the The Local Government Ombudsman. |
The Housing Ombudsmen published a new Complaint Handling Code in July 2020, setting out good practice that will allow landlords to respond to complaints effectively and fairly. Part of the new code encourages landlords to complete and publish a self-assessment form by the 1st January 2021. Publishing the self-assessment should enable residents to see how their landlord is doing and any actions that are being taken as a result.
The new Code will act as a guide for residents setting out what they can and should expect from their landlord when they complain. The requirements in the Code also provide residents with information about how to make a complaint and how to progress it through the landlord's internal complaints procedure.
See the form here 
Complaint Handling Code self assessment form PDF Document - Basildon Borough Council [205.71KB]
