Compliments and Complaints
We are always trying to improve the services we provide to the community and do our best to provide quality services to our customers by treating them with care, respect and honesty.
Complaints can be made about any aspect of our services, including those caused by discrimination on the grounds of race, gender, disability, age or sexual orientation. We would like to ensure fair treatment and equal access to services and employment.
If you have something to say about the services we provide, please let us know. Any feedback from customers will help us to make further improvements to the services we provide.
Make a complaint
Service failure complaints should be made to the service area in the first instance, but if you are not satisfied with the response, you can make a formal complaint online.
A complaint can be made when:
- we have failed to do something we should have done;
- we have done something badly or in the wrong way; and
- you feel that you have been treated unfairly or discourteously.
The complaints procedure
Contact us with the details of your complaint and we will record a formal complaint at Stage 1 of our Complaints Procedure. We will acknowledge the complaint within 2 working days of receipt (unless the complaint was taken over the phone). Your complaint will be responded to by the Service Manager within 10 working days.
If you are not satisfied with the Stage 1 reply, you should contact us to refer your complaint to Stage 2 of the Complaints Procedure. We will acknowledge your complaint within 2 working days of receipt (unless the complaint was taken over the phone). Your complaint will be responded to by an Assistant Director within 15 working days.
Within 4 weeks of receiving the Stage 2 reply, if you are still dissatisfied with our response to your complaint, you can contact us to make a Stage 3 complaint. We will acknowledge your Stage 3 complaint (unless the complaint was taken over the phone). An independent Assistant Director will reply to you within 20 working days.
Further advice or assistance
Once you have been through all three stages of the complaints procedure and you are still dissatisfied, you can appeal to the Local Government Ombudsman, or the Housing Ombudsman for housing related issues.
Local Government Ombudsman
The Local Government Ombudsman investigates complaints of injustice arising from maladministration by Local Government and certain other bodies. The Ombudsmen can investigate complaints about how the council has done something. But they cannot question what a council has done simply because someone does not agree with it.
Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0845 602 1983 or 0300 0610614
Or you can visit the Local Government Ombudsman's website.
The Localism Act 2011 introduced changes to the Housing complaints process from 1 April 2013. You can now contact a designated person to consider your complaint when you have reached the end of our process. Designated persons are impartial and they will try to resolve local housing issues.
Who is a designated person?
- Any Stevenage Borough Councillor
- Any MP in the country
- A Tenant Panel - Stevenage Borough Council does not currently have a tenant panel. We would support tenants who wish to form one.
What can they do?
A designated person will try to resolve your issues with us. If they are unable to do this, they will advise you that there is nothing further we can do for you or refer your complaint to the Housing Ombudsman.
Contacting the Housing Ombudsman directly
If you do not wish to go through a designated person, you may contact the Housing Ombudsman yourself. You have to wait 8 weeks from the date of your Stage 3 complaint response before the Housing Ombudsman will consider your case.
The easiest way to contact the Housing Ombudsman is by completing an online form.
Alternatively, you can write to the Housing Ombudsman about your issues:
Housing Ombudsman Service
PO Box 152
Telephone: 0300 111 3000
Fax: 0207 831 1942
Housing Ombudsman website
Citizens Advice Bureau
You may also like to contact the Citizens Advice Bureau for general help and advice:
Telephone the Citizens Advice Bureau on 08444 111 444
If you think you have suffered racial discrimination or harassment, you can contact the Equality and Human Rights Commission:
3 More London Riverside
Tel: 0845 604 6610
Local Ward Councillor
At any time during this process you may refer your complaint to your local ward councillor and it will be dealt with in line with the Council’s complaint procedure. If you are unsure about which ward you live in or who your local Councillor is, you can find details about your local Councillors and contact them.
Complaint handling code
The Housing Ombudsman Service has placed a requirement on all Social Landlords to complete a self-assessment against their Complaint Handling Code and to publish the assessment on the Social Landlords Website. You can download ours below.
Have your say
Customer Service Centre
Stevenage Borough Council
Telephone: 01438 242242
Textphone: 01438 242555
Monday to Friday
8am - 6pm
Visit in Person:
Monday to Friday
8:30am - 5:30pm