Corporate and housing services complaint procedure

The Authority is committed to ensuring that everyone has equal access to all of its services and wants to make it easy for customers to complain, by providing different channels through which a complaint can be made. The Authority will give due regard and consideration to its duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of customers who may need to access the complaints process. To support this: 

• complaints are accepted over the telephone, in person, in writing, by email, via the website or by any other reasonable means
• this complaint procedure can be made available in a clear and accessible format for all customers, including the two Stage process, the timeframes for responding and what customers can expect to happen
• this complaint procedure is published on the Authority’s website
• the Authority can provide information and responses in alternative formats including, Braille, large print, easy read format, BSL (British Sign Language) video, audio formats and other languages where needed; and 
• the Authority can provide interpreters (including sign language translators) where needed. 

The Authority will keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a customer has disclosed. Any agreed reasonable adjustments must be kept under active review.  

To monitor customer satisfaction and equality and diversity, the Authority asks complainants for relevant equality monitoring information and feedback on their experience of the complaint process; this is however, not mandatory to make a complaint.