Complaints policy and procedure

This policy applies to all employees of the council and customers living within the borough, including tenants and leaseholders.

Effective Date:

September 2025

Review Date:

September 2029 (or sooner if there are changes to guidance and legislation)

Author:

Assistant Director (Customer Services and Transformation)

Policy Owned by:

Executive Member Executive Director (Finance and Transformation) Deputy Leader and Executive Member for Leisure and Community

Statute:

Not applicable

National Standards and Guidance:

Housing Ombudsman Complaint Handling Code, Guidance and Best Practice Local Government and Social Care Ombudsman Complaint Handling Code, Guidance and Best Practice, Housing Ombudsman Consumer Standards

Related Policies:

Unreasonably Persistent and Abusive Behaviour Policy

Equality, Diversity and Inclusion Strategy

Vulnerable Person and Reasonable Adjustments Policy

Introduction

1.1    Welwyn Hatfield Borough Council (‘the council’) is committed to improving quality of service and the experience of customers using our services.
1.2    Whilst we aim to ensure that the customer is at the heart of everything we do, we know that on occasion, our customers will have cause to complain.
1.3    This policy provides the framework for ensuring that complaints received across the council are handled consistently, fairly and effectively.