Who can complain
Any Authority customer or any person who the Authority is satisfied is acting on behalf of the customer can make a complaint; this includes those who are ex-occupiers of council homes.
A customer does not have to use the word ‘complaint’ for it to be treated as such. Whenever a customer expresses dissatisfaction the Authority will give them the choice to make a complaint. A complaint that is submitted via a third party or representative will be handled in line with this procedure.
The Authority will make reasonable enquiries to satisfy itself as to the standing of any other person, e.g. by asking the customer if they are aware of and are happy for the other person to pursue a complaint on their behalf. This might be in person or in writing and sensitivity will be always used to ensure a person has sufficient capacity to provide that assurance and to avoid any unnecessary or inappropriate distress.
The Authority will always accept a complaint unless there is a valid reason not to do so (please refer to Appendix 1 for details of exemptions and exclusions). If the Authority decides not to accept a complaint, it must be able to evidence its reasoning. Each complaint will be considered on its own merits.