How to complain - video
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Transcript
How to complain
Our aim is to provide a great service to all of our customers. But there are times when we don't get it right. When that happens we want you to let us know.
You, or your representative if you prefer, can make a complaint if you are dissatisfied with our service.
- It could be failure to provide a service or the quality of our service
- behaviour of our staff
- delays to your case
- failure to follow our procedures correctly
- poor record-keeping or communication or
- giving out misleading information.
There are lots of ways that you can make a complaint:
- you can go on to the council's website and complete the online form www.slough.gov.uk/corporate-complaints-form [the web address for the Corporate complaints form is read out]
- you can send us an email
- visit one of our customer access points
- write a letter or
- give us a call.
We will acknowledge, define and log your complaint or escalation of your complaint within five working days. Your complaint will be passed to the right person in the service area complained about. You will receive a response to your stage one complaint within 10 working days. In some cases, we may need to ask for an extension if more investigation is required. If this is the case, we will contact you and let you know when you will receive the response by.
We aim to resolve your complaint as quickly as we can. If are not happy with the outcome of your complaint you can move to stage two. Stage two is the final response. Stage two will be responded to by a senior officer, and you will get a response within 20 working days. Sometimes we may ask for additional time to investigate your complaint. If this is the case, you will be contacted directly and given a date when you can expect the response by.
When there has been a failure in our service we will work to put it right. We'll make sure that we learn from any mistakes that we have made to improve the overall service to our customers and we'll tell you any changes we make, such as further training for staff.
If you are unhappy with the way your complaint has been handled or disagree with the final decision made, you can contact either:
- the Housing Ombudsman for social housing tenants or
- the local government and social care Ombudsman for any other issues
and ask them to consider whether our actions have been fair and reasonable. You can also contact them for advice and support before you decide to make a complaint.
For full information about our complaints process, visit the council website www.slough.gov.uk/complaints-feedback [ The web address for Complaints and Feedback page is read out].
We have a customer feedback procedure that explains all our processes. You can find this on our website or get in touch to make a complaint about our services.
You can:
- complete the online Complaint Form on our website www.slough.gov.uk/corporate-complaints-form [the web address for the Corporate complaints form is read out]
- visit one of our customer access points in Britwell, Chalvey, Cippenham or Langley
- write to Complaints, Observatory House, Windsor Road SL1 2EL or
- phone 01753 475111
- To contact the Housing Ombudsman please visit their website www.housing-ombudsman org.uk [the web address for the Housing Ombudsman website is read out]
- To contact the Local Government and Social Care Ombudsman please visit their website www.lgo.org.uk [the web address for the Local Government and Social Care Ombudsman website is read out].