Making a Council Complaint
Local councils are responsible for the oversight and improvement of the towns, cities and counties in which we live. It is important, as citizens, that we have the right to hold our local authorities to account. When it comes to resolving complaints or addressing issues that we identify in our community, the way in which local authorities respond and deal with these matters is essential.
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Your local council can help with a range of online services and required forms.
Who is responsible for dealing with complaints?
It is the responsibility of each local council to have a clear structure for dealing with complaints. Depending on the type of complaint and its seriousness, it will usually be redirected from body-to-body as the best means of resolution. For most complaints department heads or internal review bodies will be tasked with a full review of the complaint before any action is taken.
In most cases, the complainant can expect to receive an acknowledgement and planned initial response within 28 days of making their complaint. The council will provide a reasonable outline of how and when they intend to respond to the complaint. Each local council will also provide a timeframe for how long they expect the complaint process to take. This will be dependent upon the complexity of the complaint itself so can vary from weeks to months.
It is best practice for local councils to ensure that they adhere to the regulations set out in law such as The Local Government Act 1972 and provision of service laws. It is the duty of all local authorities to adhere to this legislation, which includes responding to complaints in timely manner that is satisfactory to both parties.
In cases where a local council has failed to respond adequately due to a shortcoming with their own processes and policies, it may be necessary for an independent body to intervene. The Local Government & Social Care Ombudsman (LGO) provides resolution to disputes where a local authority has been at fault. In such a case, it is important for the complainant to provide all the information that is relevant to their dispute.
Each local council should be committed to providing fast and effective resolution to any complaints made by their citizens. It is therefore essential for members of the public to feel confident that their concerns are taken seriously by their local council in compliance with all legal obligations.
Reasons for Making a Complaint
Residents might need to make a complaint for a variety of reasons, including things like:
- Issues with local public services
- Dissatisfaction with the services being offered by the Council
- Concerns relating to Council staff or elected members
- Opposition to certain Council policies or proposals
Residents may also need to make a complaint for additional, more specific reasons, such as:
- Noise complaints
- Pothole reporting
- Missed bin collections
- Improper disposal of litter or waste
- Unsanitary or hazardous conditions
- Issues relating to graffiti or property damage
- Concerns relating to road or building works
- Issues with parks or facilities maintained by the Council
- Concerns relating to public transport services
- Lack of progress in addressing previous complaints
How to Make Your Complaint
Before proceeding, it's important to determine whether you are eligible to make a complaint. Generally speaking, if you are a local resident or rate payer you are eligible.
- Contemplate the relevant facts and determine what it is you are complaining about.
- Contact the relevant department or individual in the Council that deals with the particular issue.
- Explain your concerns or objections in writing, and include any relevant documents or evidence you may have.
- Make sure you keep a copy of the complaint and documentation.
- The Council should acknowledge your complaint in writing within 10 working days of receiving it.
- The Council should then assess your complaint and provide you with a response within 25 working days of its receipt.
Complaint Resolution
If you are not satisfied with the response from the Council, you can lodge an appeal. This must be done within 28 calendar days from when you received the decision letter. You can seek a review of their decision from the Council or make an application to the Ombudsman.
It is important to know your rights when making a complaint to your local Council. With this guidance in mind, you should be able to identify the best process for proceeding with your complaint.