Feedback and complaints

We do our best to give you great services, but there's always room for improvement. We value your comments, compliments and suggestions to help us provide better services.

Compliments and suggestions

Make a compliment or suggestion

Complaints

If you have a complaint, please let us know and we will do our best to resolve the issue. We want to learn from our mistakes and so we can prevent similar problems in the future.

This page is for general complaints. There are separate processes for:

How to make a complaint

Make a complaint

Please see our complaints procedure.

You can also write to us or telephone using the contact details below.

Information you need to provide

We'd like to know:

  • what service are you complaining about
  • what you think the Council did wrong
  • what you think the Council should do to put things right

Help us to help you by providing any relevant dates, names of staff and copies of relevant letters or other documents to support your complaint.

Complaints about council staff

Some complaints include issues about the conduct of council staff or staff working on behalf of the Council. In such cases, the usual complaints procedure will be followed, but there are also separate processes governing these issues which may include the involvement of human resources and a review by our code of conduct officers.

Given the nature of an investigation into staff behaviour and to ensure we comply with data protection rules, it may not be possible to keep you fully informed of any outcome or specific action taken against a member of staff. We will work to the agreed complaints process and address all other issues raised in the agreed timescales.

The officer investigating your complaint will provide you with as much information as allowed but this will be dependent on the nature of the complaint and will be considered on a case by case basis. 

English language requirement (fluency duty)

We have a duty to ensure that anyone working for the Council in a public facing role must be able to converse at ease with customers and provide advice in accurate spoken English. If you are a member of the public and do not feel that this duty has been met, then you can complain using our complaints procedure. The general provisions of the complaints procedure will apply; however, please state that your complaint is being made under the fluency duty.

Please note that you cannot complain about someone under this duty because of the person's accent, dialect, speech impediment, manner or tone of communication, origin or nationality. 

Recruitment and employment matters

Job applicants have no right of appeal against the outcome of any stage of the Council's recruitment process or in relation to any other employment matter. Therefore, the our complaints procedure can't deal with such matters.

Concerns stemming from a recruitment exercise should be sent to: hrrecruitmentadmin@hackney.gov.uk. An appropriate officer will be asked to respond to the matters raised and their decision will be final.

Complaints procedure

How your complaint will be handled

Resolution stage

  • when you raise an issue we'll check to see if we can handle it as a complaint
  • we'll acknowledge that we have received your complaint, by email, post or phone
  • we'll assess how long it will take to resolve your complaint - on average, this is around 15 working days, but we'll let you know if it will be longer
  • a senior officer from the service you are complaining about will oversee an investigation, which will focus on resolving the issue(s) you have raised
  • we'll contact you to inform you of the outcome of the investigation and the action taken to resolve your complaint

What happens if you aren't satisfied with the response

Review stage

If you're not satisfied with the response you received at the resolution stage, you can request that the corporate director responsible for the service commissions an independent review by specialist officers. We aim to respond within an average of 20 working days but we will let you know if it will be longer.

What happens if you aren't satisfied with the response at the review stage

If you're still not satisfied with our response to your complaint, you can ask the  Local Government Ombudsman (LGO) or, if the complaint relates to tenant/landlord functions, the Housing Ombudsman Serivce (HOS), to investigate your complaint. You will usually need to have completed both stages of the complaints process before the Ombudsman can help.

Local Government Ombudsman
PO Box 4771 
Coventry CV4 OEH
Tel: 0300 061 0614 (8.30am-5pm, Mon-Fri)
Fax: 024 7682 0001

Housing Ombudsman Service
81 Aldwych
London WC2B 4HN
Tel: 0300 111 3000
Email: info@housing-ombudsman.org.uk

There are some exceptions when the LGO/HOS will not investigate your complaint:

Page updated: 17/01/2017 16:58:27

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