Make a Complaint
This page is about making a complaint to the Council, with information on
You can also find links to information on how to contact us, how to make a complaint and to enquire about a complaint you have already made.
We aim to provide a good service to customers at all times but sometimes things go wrong and complaints are received.
If you believe you have cause for complaint, please use this page to find out how to contact us. You may find it helpful to read the guidance notes below before making your complaint.
We will acknowledge receipt of your complaint within 5 working days and give a decision within 20 working days.
We actively promote equal opportunities, including through our Complaints Service, and do not tolerate discrimination in any form.
What is covered by the Complaints Service?
Some correspondence received by the Council can easily be seen to be a complaint ('Dear Sirs, I wish to complain about...'); in others, it is not so clear.
Our Complaints Service can be used when you believe that:
- we have done something we should not have done
- we have failed to do something we should have done
- our service has not been delivered to the expected quality, frequency or cost
- an employee of the council (or any of our contractors or agents) has behaved inappropriately
- a decision-making process has been flawed.
What is not covered by the Complaints Service?
The Complaints Service does not cover:
- requests to deal with a complaint about another person, company or institution, such as neighbour noise, fly tipping, or environmental health. In such instances, please contact the appropriate Council service
- requests for a service, or if you are reporting a problem for the first time
- services that have an alternative process in place, such as Benefits Appeals or Planning Enforcement
- complaints about councillors. You can find information about how to complain about councillors on their contact pages
- complaints about a service that is provided by another public body, such as the County Council. These include road repairs, schools, street lighting, and household waste recycling centres
- times when you disagree with local or national policy, although we can note your disagreement.
What will happen to my complaint?
Once your complaint is received, an investigation will be carried out by an officer not involved in the original matter.
If you are dissatisfied with the outcome, an officer not involved in the original investigation can review the outcome.
If you remain dissatisfied, you can appeal against the decision reached by the review.
If you are dissatisfied with the outcome of the appeal there are no further options available through the Complaints Service, since it has then considered your request three times, and we would recommend that you contact the Local Government Ombudsman's office , or the Housing Ombudsman's office if you are a Council tenant or leaseholder with a complaint about Housing.
The Ombudsmen will not normally consider your complaint until it has already been through all three stages of our internal complaints process. They will check with us that this has happened before they investigate your complaint.
Additional options for Council tenants or leaseholders with Housing complaints
The Housing Landlord Service covers the management of your tenancy and any matters that arise from that such as repairs and maintenance, paying your rent and if you live in Sheltered Accommodation or a block of Council owned flats, cleaning and landscaping. Please refer to your tenants handbook for more details.
For Council tenant’s and leaseholders whose complaint relates to the Housing Landlord service only, if you are unhappy with the outcome of your complaint and it has been considered at all three stages of our service, you can approach an Independent Designated Person for advice.
If you are still unhappy with the findings of the Independent Designated Person we would recommend that you contact the Housing Ombudsman's office;
Housing Ombudsman Service
Telephone 0300 111 3000
Or visit www.housing-ombudsman.org.uk (opens in new window) for more information.
If you do not want to involve an Independent Designated Person you may approach the Housing Ombudsman, once a period of 8 weeks from receipt of final response has passed.
If you are contacting us as an Independent Designated Person please write to us at;
Designated Person Complaints
Dacorum Borough Council
Or email us at firstname.lastname@example.org