We want to deliver all our services to a high standard. What you tell us helps us check how we are doing and what we can improve. We also value your comments and compliments. What you tell us, good or bad, helps us learn lessons.
What you can complain about
This page is about our General Complaints process.
Complaints about the following services have their own process. The general complaints process is not used for them:
- Children's services
- Adult social care
- Blue Badge assessments
- School admissions, school exclusions, school transport, concerns about schools
- Housing benefit and council tax
- Homelessness
- Councillor conduct and standards
- Parking and traffic offences
- South Essex Homes
Don't worry if you are not sure which process to use. If needed, we will pass on your complaint to the right place.
The general complaints process
How to complain
When you complain, we will need you to tell us:
- what your complaint is about
- how it has affected you
- why you are not happy with any response you have received before
We will let you know that we have received your complaint and when you can expect an answer.
We will investigate your complaint. To help us we may need to ask you for more information.
We will tell you our decision. If something has gone wrong, we will tell you what we will do to put things right.
The general complaints process has two stages:
Stage 1
At this first stage, your complaint will be investigated by a:
- Team Manager, or
- Service Manager
Depending on the circumstance, a more senior manager may respond.
You should usually receive a response within 15 working days. This can be extended by a further 10 working days for complex complaints. If an extension is needed, you will be notified within the first 15 working day period. A reason for the extension will also be given.
Stage 2
If you are not happy with the response you receive at stage 1, you can ask for your complaint to be looked at again.
At stage 2 of the process your complaint will be investigated by a:
- Head of Service, or,
- Director
Depending on the circumstance, a more senior manager may respond.
At this stage, you should usually receive a response within a maximum of 20 working days. This can be extended by a further 25 working days for complex complaints. If an extension is needed, you will be notified within the first 25 working day period. A reason for the extension will also be given.
Contacting the Local Government Ombudsman
If you have been through all stages of our complaints procedure and are still unhappy, you can ask the Local Government and Social Care Ombudsman to review your complaint.
The Ombudsman investigates complaints in a fair and independent way - it does not take sides.
It is a free service.
The Ombudsman expects you to have given us chance to deal with your complaint before you contact them. If you have not heard from us within a reasonable time, it may decide to look into your complaint anyway.
About the Ombudsman
The Local Government and Social Care Ombudsman looks at individual complaints about:
- councils
- other organisations providing local public service
- all adult social care providers for people who self-fund their care
Examples include:
- care homes
- home care agencies
There are some limits on what the Ombudsman can look at.
Contact details for the Ombudsman
- website
- Telephone: 0300 061 0614
You can also download a version of this wording in Easy Read (pictures and words) format.